Early on, the travel and hospitality industry was shuttered by the 2020 Covid-19 pandemic, leaving a significant climb back to recovery. The World Travel and Tourism Council estimated that the first 10 months of 2020 alone cost the tourism industry $935bn in lost revenue worldwide as a result.

Once the travel & hospitality industry is fully reopened, we expect that the Covid-accelerated digital adoption trends – such as the use of mobile devices to aid contactless forms of interacting – will likely persist well beyond the end of the crisis.

This report explores the opportunities and challenges facing travel firms as they prepare for a digital-first, hyper-personalised future. In addition, it outlines top areas of focus for firms as they seek to support and exceed customer’s rising expectations for joined up experiences both on and offline.