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Hospitality and travel

The hospitality and travel industry has been turned upside down. There have been new market entrants, new business models – and new threats in the shape of the global pandemic.

Now, more than ever, what’s needed is a way to transform every aspect of the business, redefining experiences to appeal to a digitally savvy customer base. Every touchpoint needs to be rethought, taking advantage of advanced technology to create opportunity among ever-changing risks and challenges in the global environment.

From cruiseline decks to casino floors, it’s not about a single digital solution. It’s about systems – bringing together people, processes, and technologies, to improve operations, the employee experience, and the customer experience.

More resilient. More profitable. More customer focused.

    Reinventing Customer Engagement for a Global Cruise and Travel Company

    An established industry player wanted to reinvent the cruise ship category, from the brand touchpoints online to the onboard experience

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    Four Seasons reimagines its finance and accounting function

    Four Seasons and Capgemini transformed the organization’s finance operations into an efficient and global delivery center

    Read more

      Some examples of what we do

      COVID-19 recover and reinvent: We help you deal with today, by developing an effective response to the pandemic. And we help you build for tomorrow, by reshaping working practices and operating models, saving money, and designing new customer experiences.

      Digital guest and customer experience: We help you bridge the digital and physical world, and unite systems from front to back. With next-generation programs for guests and employees, you can offer them safe, frictionless, and personalized experiences.

      Sales and marketing transformation: Every channel, every touchpoint. We help you understand and respond to your customers, with comprehensive and integrated CRM, sales, marketing, customer service, and loyalty programs, so you can make every guest feel special.

      Infrastructure upgrade: Put your platform to work. With cloud, 5G, IoT and other game-changing technologies, you’ll improve efficiency and save money. And you’ll also be shaping a creative environment in which to launch new products and services.

      Personalization: What do people like? What do they expect? And what prompts them to act? With smart data analytics and intelligent automation, you can find answers – so when you respond, you can really get their attention.

      Platform modernization: Modernizing core systems and transforming industry-specific applications serves as the foundation for supporting hospitality’s everchanging trends. Take advantage of it, and you’ll be able to leverage technology as a business accelerator.

      Research and insights

      Report

      Sustainable IT – the backbone of a greener future
      Report

      The data-powered enterprise: Why organizations must strengthen their data mastery
      Report

      The art of customer-centric artificial intelligence: Raising the bar on AI in customer experience

      Expert perspectives

      Business operations, Data and AI

      Hospitality’s grand reopening

      Mark Kirby
      Jun 23, 2020

      Meet our experts

      Vijay Achanti

      U.S. Hospitality Portfolio Leader
      Travel and hospitality have always been at the forefront of exceptional customer experience by utilizing new and evolving technology. With new barriers to overcome, this industry will accelerate through advances in data, cloud, and AL/ML, ultimately enhancing the overall customer experience.”

        Partners