While baby boomers may no longer be the largest demographic in the U.S. (that distinction now belongs to millennials), boomers have more disposable income and more time to spend on travel than any other generation. These qualities, along with their strong appetite for new experiences, make boomers an attractive segment for a range of travel marketers. This report explores the travel habits of the U.S. baby boomer generation, including how frequently they travel, how they plan and book their leisure trips, how much they spend and more.

Several years have passed since the initial burst of excitement over chatbots. Hailed as a cost-effective, personalized solution for marketing, customer service and sales, chatbots were suddenly on the to-do list for travel companies across segments. Platforms like Facebook Messenger and Slack made it easy for travel companies to launch simple chatbots, and many did. But once travelers had a chance to kick the tires, it became clear that there were many things chatbots and AI couldn’t do (yet). Not even giants like Facebook were immune to the fading enthusiasm.

In many companies, the call center is an unpleasant but necessary cost center. However, to the customer, it is what they see and the impression they get of their suppliers. Customers contacting call centers see the call center as the face of their supplier and the call center’s processes as being representative of their supplier’s ability to deliver quality and timely service.