How the digital tourist is shaping the travel industry

Overview

Often times, when travelling, one can easily use 15 apps throughout the entire journey. From Google maps to airline-specific applications, Uber to get to and from the airport and throw in WhatsApp to keep in touch with colleagues. The customer journey related to travelling and the associated preparations is a long one, the number of touchpoints has increased and spans over multiple channels. However, we are the generation who plans, books and manages their travels online. Thus, how can (travel) companies better cater to this digitally connected generation, meet their evolving needs and simplify the customer journey?