Travel Digital Customer Experience Benchmark 2019

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The digital travel customer experience is changing.
In 2019, the Competitions and Markets Authority (CMA) will put an end to high-pressure selling messages found, most noticeably, on hotel booking sites.

It’s why Maru/Matchbox have benchmarked the current digital travel customer experience to uncover, not only best practice, but how sites can continue to drive conversion and influence decision-making without relying on demand messages and marketing. Using independent shoppers to assess the end-to-end online customer journey of online travel brands, we can reveal key drivers of a great online booking experience and guide the industry as it looks to adapt to new regulation.

In our 2019 travel benchmark report Steve Brockway shares how to create a compelling digital customer experience that not online drive on-the-day conversion but also long-term loyalty.