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Customer Experience Management at the Speed of Data: The New Frontier of Value Creation in Hospitality
Customer Experience Management at the Speed of Data: The New Frontier of Value Creation in Hospitality
Published: April 2015Analyst: Gabriele Piccoli

Customer Experience Management (CEM) is about ensuring that guests receive consistently outstanding service no matter when and how they interact with the firm. With organizations now analyzing large volumes of data using a wide range of tools and technology, the frontier of CEM is rapidly advancing. This Phocuswright Spotlight focuses on how hospitality companies can use the ever-increasing amount of available digital data to create a CEM strategy that anticipates guest behavior and responds to guest needs.

Topic: Technology InnovationRegion: U.S. & CanadaResearch Type: Spotlight
Subscribers Only FREE for Innovation Subscribers
Native Advertising for the Travel Marketer
Native Advertising for the Travel Marketer
Published: March 2015Analyst: Hollis Thomases

Native advertising has become the darling of digital publishers, but is it right for travel advertisers? This Analysis explores the various types of native advertising available to travel marketers, using examples to highlights some of the advantages and challenges of each.

Topics: Destination & Activities Marketing, Technology InnovationResearch Type: Analysis
Subscribers Only FREE for Innovation Subscribers
Social DMOs: The State of Social Media and Destination Marketing
Social DMOs: The State of Social Media and Destination Marketing
Published: March 2015Analysts: Bing Liu, Cathy Schetzina Walsh, Chetan Kapoor, Deepak Jain, Douglas Quinby, John DiStefano

Social DMOs: The State of Social Media and Destination Marketing analyzes social media practices and perspectives among destination marketing organizations. The report also provides benchmarks for DMOs to evaluate their use of social media, tracks which social networks DMOs use and value, and offers insight into key goals, challenges, tools and techniques related to social media. 

Topic: Social & SearchRegion: U.S. & CanadaResearch Type: Report
US $299 FREE for Global SubscribersCurrency conversions based on today's rates: CA $378 • £202 • €275
The Future of Airfare Shopping
The Future of Airfare Shopping
Published: March 2015Analyst: Bob Offutt

In the early 1990’s, air shopping and booking was largely dominated by four GDSs, which handled communication and data transfer between suppliers, intermediaries and various other points of sale. Today, air shopping is increasingly influenced by a range of other entities and platforms, including metasearch, third-party search, large computer systems on commodity hardware, open source software, large online travel agencies, airline fee reductions and cloud services. This Analysis examines the components of the legacy airfare shopping process, and the new technologies and user expectations that could potentially be the catalysts for reshaping airfare shopping.

Topic: Technology InnovationSegment: AirRegion: U.S. & CanadaResearch Type: Analysis
Subscribers Only FREE for Innovation Subscribers
The Phocuswright Yearbook 2014: The Year Ahead in Digital Travel (Portuguese)
The Phocuswright Yearbook 2014: The Year Ahead in Digital Travel (Portuguese)
Published: March 2015Analyst: Douglas Quinby

Translated into Portuguese: Get the essential data and critical insights you need to understand what's happened and plan for where it's all headed. Designed in an easy-to-read presentation format, the Phocuswright Yearbook 2014 provides a comprehensive, data-led overview of the state of digital in travel.

Topics: Consumer Trends, Market Overview & Sizing, Mobile, Technology InnovationSegments: Air, Hotels & Lodging, Online Travel AgenciesRegions: Asia Pacific, Europe, Latin America, Middle East & Africa, U.S. & CanadaResearch Type: Report
US $399 FREE for Asia Pacific, European, Global, Innovation SubscribersCurrency conversions based on today's rates: CA $504 • £269 • €368
Search for Relevancy: Trends and Strategies in the Dynamic World of Search
Search for Relevancy: Trends and Strategies in the Dynamic World of Search
Published: March 2015Analyst: Michael Gerra

For marketers of all stripes, and especially those in the travel sector, delivering relevant content to consumers is critical. For a travel company to succeed online, it must define and execute a search strategy that fuels its brand message and delivers the right product and/or service to the right traveler at the right time. This Spotlight explores the evolution of search technology, with a focus on the technologies, platforms and other factors that help consumers discover, learn and decide (and purchase) based on information that is contextually relevant. 

Topics: Social & Search, Technology InnovationRegion: U.S. & CanadaResearch Type: Spotlight
Subscribers Only FREE for Innovation Subscribers
Destination Unknown: How U.S. and European Travelers Decide Where to Go 2014
Destination Unknown: How U.S. and European Travelers Decide Where to Go 2014
Published: February 2015Analyst: Charuta Fadnis

Just as economic conditions across the U.S. and Europe have impacted consumers’ decisions about whether to travel and how much to spend, evolving digital habits have influenced how travelers discover, research and buy travel. With more and more information available online, one of the key challenges for travelers is to find sources they trust. This report examines the leisure travel destination selection process and provides insight into key motivating factors, preferences regarding offline and online information sources, and websites and apps used by travelers in the U.S., France, Germany and the U.K.

Topic: Destination & Activities MarketingSegments: Air, Car Rental & Ground Transportation, Cruise, Hotels & Lodging, Online Travel Agencies, RailRegions: Europe, U.S. & CanadaResearch Type: Report
US $995 FREE for European, Global SubscribersCurrency conversions based on today's rates: CA $1,258 • £671 • €917
Spain’s Rising Class of Tech-Savvy Hotel Chains
Spain’s Rising Class of Tech-Savvy Hotel Chains
Published: February 2015Analyst: Luke Bujarski

This Spotlight offers a glimpse into the distribution and marketing trends of a unique subset of Spanish hotel chains, born in the age of the Internet. In doing so, it sets a benchmark against which hoteliers in any geography or category can gauge their digital distribution and marketing strategies.

Topics: Mobile, Technology InnovationSegment: Hotels & LodgingRegion: EuropeResearch Type: Spotlight
US $350 FREE for European, Global SubscribersCurrency conversions based on today's rates: CA $442 • £236 • €322
European Online Travel Overview Tenth Edition Market Data Sheet
European Online Travel Overview Tenth Edition Market Data Sheet
Published: February 2015Analysts: Colie Hoffman, Luke Bujarski

Phocuswright's European Online Travel Overview Tenth Edition provides comprehensive analysis, sizing and forecasts for the region's total and online leisure and unmanaged business travel markets. The report examines key segments and channels, with a focus on six major geographical markets: France, Germany, Italy, Scandinavia, Spain and the U.K.

Here are the hard facts about the Europe travel market in easy-to-use tables.

Topic: Market Overview & SizingRegion: EuropeResearch Type: Market Data Sheet
Subscribers Only FREE for European, Global Subscribers
Share This! Europe: Private Accommodation and the New Rental Traveler
Share This! Europe: Private Accommodation and the New Rental Traveler
Published: February 2015Analysts: Bing Liu, Douglas Quinby

Europe’s vacation rental market has exploded over the last several years, as would-be renters turned to online resources, and a plethora of startups and incumbents positioned themselves to capitalize on the shift. Europe is now the largest regional market for private rental accommodations, a segment that is increasingly moving from alternative to mainstream as a lodging option for travelers. This report takes a closer look at Europe’s private accommodation and rental landscape, including analysis of rental traveler behavior and trends, as well as online shopping and booking methods.

Topics: Consumer Trends, Mobile, Social & SearchSegment: Hotels & LodgingRegion: EuropeResearch Type: Report
US $895 FREE for European, Global SubscribersCurrency conversions based on today's rates: CA $1,131 • £603 • €825