In this report, travel and hospitality companies will learn how to answer these questions for themselves, empowering them to build a customer data strategy that ensures they’ve identified the right customers and are collecting the right data, managing it in the right way, and activating it at the right time — with the speed and agility they need to provide the personalized customer experiences increasingly in demand from today’s travelers.

1. Executive Summary
2. Executive Letter
3. Introduction
4. About Amperity and Skift’s Survey: “Customer Data Initiatives in the Travel Industry”
5. Building a Foundation to Unlock Traveler Insights
6. The Power of a Unified Platform
7. Ask an Expert: Why Do I Need a Customer Data Platform (CDP)?
8. Solving the Personalization Problem
9. Focusing on First-Party Data
10. Ask an Expert: Why Is First-Party Data So Important?
11. A New Look at Loyalty
12. Case Study: Pivoting Toward Personalization During the Pandemic
13. Activating Customer Data With Speed and Agility
14. In the Right Place, at the Right Time
15. Individual Insights at Scale
16. Ask an Expert: Why Is the Cloud Crucial for My Customer Data Strategy?
17. Case Study: Breaking Down Data Barriers
18. Conclusion