2017 Report: How the travel industry can benefit from a focus on customer and employee experience.

Customer centricity in the payments space isn’t new — at least in the world of B2C. But how does it work for B2B travel payments?

This white paper explores how improvements in CX can drive business performance for travel companies. Using case studies and expert analysis on the benefits of improving both customer experience and employee experience, the insights in this paper are particularly relevant for leaders in the travel industry.

The report covers:

1. Why customer experience is vital in the travel industry

2. Aligning employee experience to customer experience

3. The relationship business

4. Improving the payment process and understanding how it improves CX and EX

5. Measuring CX

6. What it means for travel companies.


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More Resources

07 December 2018


This summary provides an overview of eNett’s latest research report, “Virtues of eNett VANs for Airlines”, which explores the benefits that airlines can gain from accepting eNett Virtual Account Numbers (VANs).

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28 June 2018

An overview of the impacts of airline failures.

The airline industry has contributed a great deal to the development of the tourism industry. However, due to various reasons, airlines are susceptible to failures*. This summary provides an overview of eNett’s latest research report, which explores the history and factors that trigger airline failures and best practices that travel agencies can use to mitigate impacts.

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28 June 2018

eNett protects travel agencies from the impact of supplier default.

Monarch Airlines was the fifth biggest carrier in the UK – and in November 2017 became the biggest airline failure in British history. This case study demonstrates how eNett International helped to mitigate the impacts of supplier default for its travel agency customers.

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Video: It pays to know fraud in travel payments

Why is travel susceptible to fraud, what is the impact to the industry, and what can be done to reduce the risk of fraud?

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Why is travel susceptible to fraud?

Fraud costs the travel industry a lot. But what makes the industry susceptible to fraud and what exactly are the costs? And what are the ways that you can fight back against fraud? View this infographic to find out.

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The total fraud impact for travel companies is expected to exceed USD25B by 2020, with close to USD11B to be borne by Online Travel Agents (OTAs)1. That’s why reducing the risk of fraud was high on the agenda for Mr & Mrs Smith, an online hotel booking service specialising in small, boutique luxury hotels.

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Tools: Measure the impact of Customer Experience on your business

Measuring Customer Experience (CX) may seem complex. We've built an easy to use calculator to help demonstrate how investing in CX could translate to the bottom line.

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How CX drives business performance

How does customer experience drive business performance? What do travellers want, and how does this impact revenue? Find out more in this infographic.

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1-Click made the order payment experience a whole lot easier and increased conversions. We no longer needed to hunt down our credit card and enter the numbers. Enter our address. Or go through a bunch of other steps that added friction and frustration. So what does this have to do with travel companies?

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About Customer Experience

Customer experience leaders stand out. Perform better. And boast strong customer loyalty and advocacy. Combined with a powerful employee experience, that translates into growth, customer advocacy and business success.

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Why Customer and Employee Experience Matters

What is the potential profit increase if customer loyalty is lifted just 10%? And how does employee experience link to customer experience? View this infographic for more information.

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The True Cost of Payments eBook

Do you really know how much payments are costing your business? The direct costs are obvious. But it’s the indirect, hidden costs that make the difference. Getting real about the true costs of payments is the first step in bringing them down.

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The cost of credit

This report explores the question 'Is too much credit given to credit?'

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Tools: Cost of Payments Calculator

Find out what your payments are truly costing you with our Cost of Payments Calculator.

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The True Costs of Payments Explained

What are the true costs of payments? This whitepaper explores the hidden costs for travel companies.

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