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In recent years the Travel and Leisure market has been hit hard by several unexpected global events. 2020’s global pandemic is the worst event we’ve seen so far. These events are almost impossible to predict but the most resilient businesses will be prepared. Reacting quickly, and being flexible, to the needs of customers in a crisis will separate the best from the rest.

Globalization and the digital revolution have created more competition in the Travel and Leisure market than ever before. Many well established travel companies and brands have disappeared forever in the last few years. Having a clear purpose, being financially stable as well as being operationally and environmentally sustainable will help travel companies to survive and thrive.

The Travel and Leisure Industry leads the way in adopting new technology and innovative ways of working. But, many brands face challenges fully integrating their operational and digital experiences. Creating a seamless, joined up, digital journey and travel experience will cut costs while adding a smile to the faces of all your customers.

For the telecom sector the rate of change shows no sign of slowing down. Moving to 5G networks and more advanced hand-sets means customers will demand even more from their networks. This is a lot for telco companies to consider and keep up with. The most successful companies will be the ones who adopt, and adapt to the changes in a way that works seamlessly for them, and crucially, their customers.

For the majority of people their mobile devices or handsets are no longer just a piece of technology. They are a part of their life, their personal gateway to the world. This is how they socialize, pay bills, manage their connected homes, arrange transportation and of course communicate. Customers will be drawn to the companies who recognize this relationship and understand them as individuals.

The advances 5G promises means we can expect an explosion in customer demand following it’s roll out. Greater demand will generate even more data, a lot of it highly personal and potentially valuable too. Customers will be placing a huge amount of trust in telco companies to protect them and their data. The best companies will invest now to avoid paying an even greater price later if that trust is ever broken.

People are more environmentally aware, especially about their energy use and public services. Showing you are committed to being a sustainable and environmentally friendly, organisation is an important factor for your customers or service users. In customer management terms this means being efficient, cost effective and maximizing your digital capabilities.

Consumers have more choice than ever and their expectations are greater too. New players in the market along with new innovations like Smart Meters are shaking up the sector. Increasingly it is the customer experience, and the support services utility companies offer that will help them to stand out. The best utility companies will attract and retain customers with a fully connected, joined up, service.

As consumer demands and expectations in the private sector grow, the same consumers expect similar experiences from their public services. Public service providers need to redefine their user experiences in line with these new expectations. This means understanding service users more, personalizing their services while also creating new digital journeys and experiences for users to engage with.