Travel Industry Customer Experience ManagementModern travelers book journeys across the world without ever talking to you. Keep travelers satisfied on their journey with your brand by delivering the information they want, in their language, on their device of choice – wherever they decide to go.

That’s why over 40 of the top global travel brands choose SDL to deliver seamless online and destination experiences. With SDL, travel companies can:

• Transform the digital experience: Deliver a personalized and engaging multimedia online experience that converts lookers into bookers.

• Leverage data-driven insight: Use analytics to design intelligent experiences for your customers and quickly adapt to their changing expectations and needs.

• Deliver a localized experience: Enable travelers to experience your brand online or onboard, in their language, across channels and devices.

Connect travelers to more journeys around the world and create unforgettable guest experiences for travel brands

Customer Experience Cloud

Solution Brief | SDL Customer Journey Analytics 2

With more choices than ever before, being able to successfully navigate options drives bookings around the world. Travel companies must align their digital experience with their destination experience in the customer’s language to be the traveler’s brand of choice. This requires a sound translation strategy tied to proven customer experience management. While the shift to localized, highly personalized experiences is widely understood across the travel industry, it remains a significant challenge for global travel companies to master.

Transform the travel experience

SDL Customer Experience Cloud is a context-focused environment that enables travel brands to deliver personalized, meaningful experiences based on the traveler’s past onsite behavior and current needs. With the SDL Customer Experience Cloud, you’re empowered to:

• Increase looker-to-booker ratios around the world

• Cost-effectively extend reach into new global markets

• Rapidly synchronize information across global travel websites

• Improve the international customer experience at every point

• Grow loyalty across an international base of frequent travelers

Optimize your entire digital experience

Guide your passengers and guests on an experience they will never forget, closing the loop between their digital and real-world interactions with your brand.

Travel companies must align their digital experience with their destination experience in the customer’s language to be the traveler’s brand of choice.

Solution Brief | SDL Customer Journey Analytics 3

Digital Experience: guided journeys

Digitally unify your travel brand to maximize engagement while providing rich interactive experiences that create an interactive environment. With integrated web content management, dynamic media delivery and targeted campaigns, your travelers will enjoy a rich, holistic experience with your brand.

Experience Management provides the ultimate balance between centralized brand control and local market flexibility with personalized web content targeted to your traveler’s context. SDL’s Web content management makes it fast, easy and cost-effective to engage your travelers in relevant interactions throughout their journey.

Multichannel Campaigns acts as a personalized concierge, managing a combination of web, email, print and social campaigns. The traveler journey spans multiple touchpoints across multiple devices at different times and in different locations. Meet your travelers’ expectations by mapping your digital experience strategy to each unique customer depending on where they are in their buying journey.

Digital Media Management delivers the visual and rich media travelers are drawn to. Integrate interactive images and video into your websites and targeted campaigns quickly and cost-effectively, while easily managing complex file formats, localization and global delivery needs.

Customer Analytics: know before you go

Map, analyze and predict customer behavior to guide your strategy by converting user-generated content in any language into actionable insight. With SDL Customer Journey Analytics, you can unlock the power of data-driven marketing to deliver travel products customers want and messages that resonate across the globe.

Convert online reviews into actionable insights that help improve your brand

Integrated web content management, dynamic media and targeted campaigns deliver a rich, holistic brand experience to your travelers.

Solution Brief | SDL Customer Journey Analytics 4

SDL_sb_Travel Solution Brief_EN_A4_090315

SDL (LSE: SDL) is the leader in global customer experience. With a completely integrated cloud solution for content management, analytics, language and documentation, SDL solves the complexity of managing your brand’s digital footprint as it grows across multiple languages, cultures, websites, devices and channels. Seventy-nine of the top 100 global companies trust SDL to help them create authentic, in-context customer experiences that drive demand and loyalty. SDL brings your brand to the world, and the world to your brand.

Copyright © 2015 SDL plc. All Rights Reserved. All company product or service names referenced herein are properties of their respective owners.

Learn more at SDL.com.Follow SDL on Facebook and Twitter.

Language: be local

Give travelers the information they need in their native language on any device, anytime, anywhere. Easily translate content and quickly publish across platforms in real-time. The SDL Travel and Hospitality Language Platform is tailored specifically for the travel and hospitality industries. The platform features pre-trained travel-industry specific machine translation engines in conjunction with a customized terminology database. This is backed by a robust translation management system and a team of in-house linguist experts with experience translating travel content. Deliver a localized experience at every point of your customer’s journey when it matters.

Get results

When delivering destination and travel experiences is your business, you need a streamlined, cost-effective and manageable approach to digital customer experience. The SDL Customer Experience Cloud enables travel companies to engage travelers across the entire customer journey – from searching to booking and even post-trip support. This enables your team to speak the same language as your customers while effectively collaborating on a global scale.

With SDL you’ll be better equipped to attract, engage and convert customers so they keep traveling back to your brand.

The importance of getting it right: An airline flying to Mexico wanted to promote new leather seats with the tagline “Fly in Leather.” In Spanish this translates to “Vuela en Cuero,” which worked well throughout most of Latin America, except in Mexico where the slogan meant “Fly Naked.”