Growth of BPO in Travel & Hospitality – Delivering Customer Experience Takes Centerstage

29 Mar 2019
by Shirley Hung, Skand Bhargava, Vani Oswal

The Travel and Hospitality (T&H) industry is witnessing an increase in consumer spend. This, along with the entry of new players, growing consolidation in the market, and rapid technological advancements, is pushing enterprises to rethink their business models. Traditionally, enterprises outsourced to keep costs low, but now their expectations of service providers have evolved to align with new-age customer needs.

Many service providers have identified this opportunity and are already on the path to building capabilities through in-house investments or partnerships/acquisitions. They want to play the role of a strategic partner, helping enterprises unlock opportunities to enhance the end-to-end journey of their customers. From handling transactional tasks to more high-touch and niche industry-specific processes, these service providers want to partner with enterprises for all their needs. It is time for others to follow suit, else face the risk of falling off the radar.

The scope of this report includes:

  • State of the BPO market in travel and hospitality
  • Value levers for efficient services in travel and hospitality
  • Transformation enablers by segment
  • Provider landscape in travel and hospitality


Customer Experience Management (CXM) Services, including Contact Center Outsourcing


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