Dr. Markus Heller as Speaker at the TSS Annual Conference in Berlin

Dr. Markus Heller as Speaker at the TSS Annual Conference in Berlin

27.09.2019

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At the invitation of André Seibt, Managing Director of the TSS Group in Dresden, Dr. Markus Heller, Managing Partner of Dr. Fried & Partner, gave a lecture on “Changes in Travel Sales – Actively Seizing Opportunities” at the Annual Conference 2019 in Berlin on 20 September 2019.

The world is changing

Today’s megatrends influence tomorrow’s world. Be it sustainability, artificial intelligence or disrupt society – these and other topics are the subject of daily discussions and dominate our news world. How will these topics evolve and what other aspects are related to them? In his lecture, Dr. Heller gave a comprehensive overview of how our world is currently changing and what conclusions can be drawn about tourism.

Customer centricity is becoming more and more important

Individualisation is the strategic focus of the travel industry and is already being demanded by customers. In addition, media socialization is changing the everyday lives of customers, because while traditional consumers are on the retreat and digital immigrants are stagnating, the generation of digital natives is steadily gaining in importance. In the travel industry, too, digitalization is now influencing almost all points of contact along the customer journey.

Special challenges for travel sales

Stationary travel sales were already described as dying out 10 years ago. In fact, a trend in the opposite direction can now be observed. According to studies, more and more young people find the time too precious to spend many hours searching the Internet for relevant travel offers. They even feel overwhelmed by the oversupply on the Internet. Here the stationary travel agencies can be one step ahead of the online travel agencies. The travel agency can offer personal contact and create relevant offers with methodical needs analyses. With the right use of technology, service and empathy, travel agencies have a good chance of being successful in tomorrow’s market.

We are pleased to have been able to contribute to the TSS Annual Conference and would like to thank the TSS Group for the invitation and the excellent organisation.

Write to us if you are looking for a high-quality keynote lecture on the moving topics of the travel and mobility industry for your event.

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