Travel companies are using facial recognition and other sophisticated tech to better predict how and why their customers shop the way they do
Sometimes it seems like aspects of travel are designed as a cruel joke. Who thought “we are making our final descent” was an appropriate announcement for nervous fliers? Were the bathroom dimensions taken from a preschool? And how is it that Basic Economy is the fare lacking in basics?
Newsletter Sign-up Travel is an experience, and many factors determine whether it’s a favorable experience. That, Dr. Kefallonitis says, often has to do with crew or employees. A meal won’t taste so great if the flight attendant throws it at the passenger; a hotel is just not as hospitable when the desk clerk is slow.
The monitoring system measures his reaction to each element displayed on the screen and tracks where his eyes are focusing. Why wasn’t he navigating through the virtual tour of the rental house, they wonder? “The core mission—gaining insights into customers—hasn’t changed. But what’s leapfrogged ahead is the tools,” says Mr. Steiner, who came from the videogame world. The big similarity between travel and videogames: Your product is an experience.
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