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Enhancing Customer Engagement Through Technology In Travel

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  Published in Science and Technology on Thursday, October 2nd 2025 at 10:05 GMT by Forbes
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Enhancing Customer Engagement Through Technology in Travel – A Forbes Tech Council Deep Dive

The travel industry is in the midst of a rapid digital renaissance, and a recent Forbes Tech Council piece published on October 2, 2025 charts how technology is redefining the way brands connect with and delight their customers. Drawing on data, real‑world case studies, and expert insights, the article argues that the key to future‑proof customer engagement lies in blending personalization, automation, and immersive experiences while safeguarding privacy and sustainability. Below is a comprehensive summary of the article’s core arguments, illustrative examples, and practical take‑aways for travel companies at every stage of the value chain.

1. The New Imperative: Customer‑Centricity in a Post‑Pandemic World

The opening section of the article frames the post‑COVID travel environment as a “new normal” where customers expect frictionless, fully digital interactions from the first research search to the post‑trip review. A striking statistic cited by the Council members notes that 73 % of travelers say that the best travel experiences are those that feel “personal” and “custom‑crafted.” This customer‑centric mandate has accelerated investments in AI, IoT, and omnichannel platforms.

2. Key Technologies Shaping Engagement

a. Artificial Intelligence & Machine Learning

The article highlights AI’s dual role in “predictive personalization” and “operational efficiency.” For instance, airlines are using machine learning models to anticipate passenger needs such as seat preferences or in‑flight meal choices based on past journeys, demographic data, and even social media sentiment. A notable case study of Delta Air Lines shows that the company’s new AI‑driven recommendation engine increased ancillary revenue by 12 % in the first quarter after rollout.

b. Real‑Time Data & IoT

Internet of Things (IoT) devices—such as smart luggage tags and biometric boarding gates—provide a constant stream of data that can be leveraged to pre‑emptively address issues. The article references a partnership between Marriott and a wearable tech firm that allows guests to trigger room service or maintenance requests via a wristband. This immediacy has been credited with a 9 % rise in overall guest satisfaction scores.

c. Mobile‑First & Conversational Interfaces

Chatbots and voice assistants have moved beyond basic FAQs. According to the Forbes Tech Council panelists, a sophisticated conversational AI can handle complex booking changes, dynamic pricing queries, and even suggest itineraries in real time. The piece cites a 45 % reduction in call center volume for a boutique travel agency that deployed an AI‑powered virtual concierge.

d. Augmented Reality (AR) & Virtual Reality (VR)

Immersive technologies are no longer niche. The article details how VR pre‑flight experiences—allowing travelers to “walk through” a hotel lobby or explore a city’s landmarks—can increase conversion rates by up to 18 %. Moreover, AR in‑flight entertainment apps enable passengers to scan the cabin map for real‑time updates about flight status or seat amenities.

e. Blockchain & Data Security

As data privacy regulations tighten, blockchain is emerging as a secure way to store traveler preferences and loyalty program histories. A joint venture between an airline and a fintech startup described in the article demonstrates how blockchain can provide immutable records, giving customers control over who accesses their data while still enabling personalized offers.

3. Integration Strategies for Seamless Customer Journeys

1. Unified Customer View

The article stresses the importance of a 360‑degree customer profile that aggregates data from booking engines, CRM systems, and third‑party platforms. Travel companies can leverage “customer data platforms” (CDPs) to unify disparate data points, enabling consistent experiences across channels.

2. Cross‑Industry Partnerships

Collaboration between airlines, hotels, and local experience providers is highlighted as a potent way to deliver “end‑to‑end” journeys. The article references an alliance between a global airline and a city‑based tour operator that uses a shared API to adjust itineraries on the fly, ensuring that travelers receive real‑time offers for tours or dining based on their flight status.

3. Ethical AI & Sustainability

The Council panelists caution against “algorithmic bias” and highlight the need for transparent AI that can explain its recommendations. The article links to a Forbes research piece on “Sustainable Travel AI,” which explores how AI can optimize fuel consumption, reduce waste, and recommend eco‑friendly accommodations—all while maintaining engagement.

4. Challenges and Mitigation

The article provides a risk‑matrix framework that companies can adapt to assess where they stand in each dimension.

5. Future Outlook: The “Connected Traveler”

Looking ahead, the Forbes piece projects that by 2030, a significant portion of the travel industry will operate on a “connected traveler” model—where the traveler’s preferences, habits, and biometric data inform every touchpoint. The article predicts that advances in 5G and edge computing will further reduce latency, making real‑time personalization more feasible. The authors call for continued investment in data literacy and cross‑disciplinary teams that blend technology, design, and hospitality expertise.

6. Practical Take‑aways for Travel Executives

1. Start Small, Scale Smartly – Implement a pilot AI recommendation engine in one market segment and measure ROI before a full rollout.
2. Invest in a Unified CDP – A single source of truth for customer data is foundational for any personalized journey.
3. Prioritize Ethical AI – Use explainable models and ensure customers can opt‑out of data sharing.
4. Forge Cross‑Sector Partnerships – APIs that connect airlines, hotels, and local experience providers unlock richer journeys.
5. Leverage Immersive Tech Wisely – Use AR/VR to enhance booking and in‑trip experiences, but avoid tech overload that can dilute brand personality.

Conclusion

The Forbes Tech Council article underscores that technology is no longer a luxury—it is a strategic necessity for travel brands seeking to win customer hearts and loyalty in a digital‑first marketplace. By marrying advanced AI, IoT, and immersive tools with a disciplined, privacy‑centric approach, companies can transform ordinary trips into deeply personalized, memorable adventures. As the industry edges toward a future where every interaction feels “human” despite being powered by machines, those who act now—setting up the right data architecture, forging smart partnerships, and investing in ethical tech—will set the pace for the next wave of customer engagement.