Customer Experience Intelligence: The top 6 use cases for travel

By

Dmitry Isupov

Last Updated:

August 27, 2025

Reading time:

10

minutes

Customer Experience Intelligence - The Top 6 Use Cases for Travel

Is there an industry more obsessed with review scores than travel and hospitality? Academic research shows 96% of travelers use the internet as a source of information while planning a trip, and 90% refer to customer reviews to help them make travel decisions.

Travel is one of the most competitive industries to operate a business in. Review scores on sites like TripAdvisor and Trustpilot can make or break a travel company.

According to McKinsey, travel companies should use data already at their fingertips to better understand customers.

What This Looks Like in Practice

Let’s explore how Customer Experience Intelligence can be applied to travel use cases. Understanding the customer’s experience is essential because it helps anticipate their wants and needs and optimize your product and service offerings.

1) Understand ratings and reviews

At the heart of every CX program is an inherent quest to understand what customers want and then figure out how to give it to them. Online reviews can be devastating to travel companies.

Chattermill can boost your CX initiatives using Lyra, our proprietary AI tool.

2) Increase average order value (AOV)

The travel industry provides an uncommon opportunity to increase their AOV by tailoring offers for customers likely to spend more. Chattermill helps you identify what matters most to customers so you can deliver the ideal customer experience.

3) Build customer loyalty to increase repeat bookings

Focusing on customer loyalty is crucial. According to Forbes, the value of airline frequent flyer programs is staggering.

Chattermill provides insights from both internal and external data to improve customer experience and boost NPS and other customer satisfaction metrics.

4) Improve Voice of the Customer (VoC) metrics

Chattermill client GetYourGuide.com analyzes vendor reviews to enhance offerings.

Daily, 80% of decisions are influenced by online reviews.

Analyzing customer experience data

Chattermill helps track customer sentiment over time to ensure your reputation stays intact.

5) Reduce contact volume

Research by Salesforce shows 80% of customers say the experience a company provides is as important as its products and services.

6) Get your pricing right

Pricing is part of the customer experience that’s often overlooked, but it's crucial. Chattermill provides the unified data needed to assess customer experience and perceived value effectively.

Customer Experience Intelligence in Travel: FAQs

What is customer experience intelligence in travel?

It's the use of data, feedback, and analytics to understand how travelers perceive and interact with travel services.

Why is customer experience intelligence important in travel?

It helps businesses identify pain points, improve service quality, and build loyalty.

What are the main use cases of customer experience intelligence in travel?

Improving booking experiences, enhancing services, optimizing customer support, personalizing offers, measuring satisfaction, and managing brand reputation.

How does customer feedback support travel experience intelligence?

Feedback highlights traveler frustrations and preferences across touchpoints.

What role does AI play in customer experience intelligence for travel?

AI processes large volumes of feedback and detects sentiment to improve experiences.

How can travel brands personalize experiences using customer intelligence?

By analyzing traveler data and preferences, tailoring recommendations, offers, and services.

Which travel sectors benefit most from customer experience intelligence?

Airlines, hotels, online travel agencies, and tour operators.

How does customer experience intelligence affect loyalty in travel?

It builds stronger emotional connections that lead to repeat bookings and advocacy.