Unlocking the Future of Travel with AI: A Deep Dive from My Latest Book

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In our rapidly evolving world, the intersection of Artificial Intelligence (AI) and tourism represents a frontier of untapped potential.

My book, “Digital Media and Tourism: Innovation in Communication and Personalized Experiences,” dedicates a crucial chapter to this synergy, exploring how AI is not just a tool but a transformative force in the travel industry.
From personalized travel recommendations to operational efficiency and beyond, AI is reshaping what it means to explore the world.

This chapter, highlighted through an insightful infographic, provides a glimpse into the innovative applications of AI in tourism.

We delve into real-world examples that showcase AI’s ability to enhance the traveler’s journey, offering a more customized and immersive experience.

As we stand on the brink of a new era in travel, my book serves as a beacon for industry professionals, tech enthusiasts, and travelers curious about the digital transformation of tourism. Join me in exploring how AI is crafting the future of travel, making every journey more personal, efficient, and unforgettable.

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Discover the Future of Tourism with AI!
Buy now Andrea Rossi “Digital Media andTourism: Innovation in Communication andPersonalized Experiences” on Amazon (in Italian)!

https://www.amazon.it/Media-Digitali-Turismo-Comunicazione-Personalizzate/dp/B0CTH461N4/


In English from March 2024!

Now Available: “Digital Media and Tourism” – A Journey into Digital Evolution

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I am thrilled to announce the release of my new book “Digital Media and Tourism, a comprehensive exploration of the digital transformation within the tourism industry. This book, now available in Italian and coming soon in English this March, dives deep into how augmented reality, virtual reality, AI, and social media are reshaping the way we experience travel.

“Digital Media and Tourism” is not just a book; it’s a guide for industry professionals and academics alike, offering insights, case studies, and future trends. Whether you”re looking to enhance your knowledge or apply these digital strategies in your own business, this book provides valuable resources and expert analysis.

For those eager to embark on this digital journey, the Italian version is now accessible on Amazon, with the English version soon to follow. Stay tuned for updates and join us in embracing the digital future of tourism.

Discover more and get your copy today: https://www.amazon.it/Media-Digitali-Turismo-Comunicazione-Personalizzate/dp/B0CTH461N4/

Your support and engagement mean the world to me, and I can’t wait to hear your thoughts on “Digital Media and Tourism”!

Coming Soon, the Book: “Digital Media and Tourism”!

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Exciting Update: ‘Digital Media and Tourism’ is now available in Italian!

For our English-speaking readers, the English version will be available in March 2024.

Stay tuned and find the Italian version on Amazon https://www.amazon.it/Media-Digitali-Turismo-Comunicazione-Personalizzate/dp/B0CTH461N4/

Read the book description below!

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Introduction

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The digital era has opened new horizons in the world of tourism, a constantly evolving sector.

My latest book, “Digital Media and Tourism: Innovation in Communication and Personalized Experiences”, which is about to be published, explores this fascinating evolution.

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As I often like to say, paraphrasing Marshall McLuhan, a fundamental author in media theory: “Tourism is a medium, the tourist experience is the message.”

Therefore, in this book “Digital Media and Tourism: Innovation in Communication and Personalized Experience”, it is innovatively and concretely explored how tourism, as a medium, and the tourist experience, as a message, are intrinsically linked and influenced by the digital era.

In this context, the book delves innovatively and concretely into how tourism and the tourist experience are intrinsically linked and influenced by the era of digital technologies.
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This volume delves into the changes in the tourism sector in the digital age, examining how digital media are redefining not only communication strategies but also the entire tourist experience.

From the integration of emerging technologies such as augmented reality, virtual reality, and artificial intelligence, to the proposal of “ExplorAI”, an innovative AI-based tourist experience system, the book provides a detailed and interdisciplinary analysis of how digitalization is shaping the future of tourism.

Each chapter offers new perspectives, examples, case studies, and strategies, making the book a valuable resource for students, industry professionals, and strategic decision-makers.

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Highlights:

  • Comprehensive Coverage of Digital Technology Themes: From digital communication strategies to practical applications such as augmented and virtual reality, blockchain, the Internet of Things (IoT), and Smart Tourism, the book covers a wide range of topics.
  • In-depth Content: With over 600 pages of updated content, the book provides a detailed analysis of current and future trends in digital tourism.
  • Practical and Theoretical Guide: The text combines theory and practice, making it ideal for both academic and professional environments.
  • Innovation and Digitalization: A deep dive into how digital media are revolutionizing tourism.
  • Emerging Technologies: Exploration of artificial intelligence, robotics, virtual and augmented reality, gamification, digital storytelling, and more.
  • Communication Strategies: Insights into content marketing, social media marketing, and online community management.
  • Sustainability and Innovation: A chapter entirely dedicated to digital media for sustainable tourism.
  • ExplorAI: An innovative proposal for an AI-based tourist experience system.

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Who this book is for:

  • Students and Academics: An essential guide to understanding the evolution of tourism in the digital age.
  • Industry Professionals: Innovative strategies and case studies to stay ahead in the tourism sector.
  • Strategic Decision-Makers and Planners: Relevant perspectives to guide fundamental innovations in digital tourism.

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Contents:

  • Introduction
  • 1. Tourism in the Digital Age
  • 2. Digital Communication Strategies for Tourism
  • 3. Content Marketing
  • 4. Web Marketing
  • 5. Social Media Marketing
  • 6. Community Management
  • 7. Digital Storytelling And Virtual Tours
  • 8. Mobile Applications and Location-Based Services
  • 9. Augmented And Virtual Reality in Tourism
  • 10. Gamification and Tourism Engagement
  • 11. Big Data and Personalisation in Tourism
  • 12. Artificial Intelligence and Tourist Experiences
  • 13. Blockchain Technology in Tourism
  • 14. Internet of Things (IoT) and Smart Tourism
  • 15. Biometrics and Facial Recognition in Tourism
  • 16. 3D Printing and Tourism
  • 17. Robotics and Automation in Tourism
  • 18. Digital Media and Sustainable Tourism
  • 19. ExplorAI: A Proposal for an AI Tourist Experience System
  • Annex I. Introduction to Communication
  • Annex II. Digital Media in the Context of Tourism
  • Bibliography and Webliography
  • Author Information

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This book is more than just a read; it’s a guide to navigating the dynamic world of digital tourism.

Its publication is imminent, and I can’t wait to share it with all of you, to explore together the new frontiers of tourism in the digital age!

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See you very soon!

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#DigitalTourism ; #TourismInnovation ; #DigitalMedia ; #PersonalizedExperiences ; #TourismTechnology ; #DigitalCommunication ; #ArtificialIntelligence ; #AugmentedReality ; #FutureOfTourism ; #DigitalStrategies ; #TourismMarketing ; #SustainableTourism ; #ExplorAI ; #DigitalJourney ; #SmartTourism ; #TourismDigitalization ; #SustainableInnovation ; #Tourism4.0 ; #DigitalEra ; #TourismTrends ; #SmartTourism ; #AIinTourism ; #VRinTourism ; #ARinTourism ; #TechTravel ; #FutureTourism ; #TravelInnovation ; #DigitalStrategy ; #EducationalTourism ; #TourismAndTechnology; #TourismInnovationAndMarketing

AI in Tourism: The Future of Personalized Travel – Part 8 of 8

Artificial intelligence by 9_fingers_

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This is Part 8 of a 8-blog posts series “Exploring the Intersection of Artificial Intelligence and Tourist Experiences: Insights into AI-Driven Customization and Its Impact on Tourism”.

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4.2 AI’s Transformative Role in Shaping Tourist Experiences

The confluence of AI and tourism is set to redefine the travel landscape, emphasizing personalization, convenience, and immersive virtual experiences.

  • Machine Learning’s Predictive Power:

Machine learning is revolutionizing how tourism businesses cater to their clientele. Companies like Amadeus are leveraging AI for solutions such as revenue management and merchandising (Amadeus, 2023). By anticipating tourist inclinations, businesses can craft bespoke experiences, fostering loyalty and satisfaction (Chen, Xu, & Gretzel, 2020).

  • Virtual Reality (VR) Tours:

VR tours offer a novel way for tourists to virtually traverse destinations, promoting locales and training tourism professionals (Gretzel, Sigala, Xiang, & Koo, 2018).

  • AI-Powered Travel Assistants:

Digital travel assistants, like chatbots, are streamlining travel planning, with Amadeus leading the charge in refining the travel journey (Amadeus, 2023).

  • Extended Reality (XR) and Generative AI:

XR is crafting immersive experiences for company retreats, while Generative AI is enhancing content and experiences in tourism (TheNextWeb, 2023).

  • AI-Human Synergy and Voice Tech:

AI’s collaboration with humans is enhancing decision-making and customer service. Concurrently, voice technologies and AI chatbots are simplifying interactions and providing round-the-clock service (Revfine, 2023).

In essence, AI’s integration, spearheaded by pioneers like Amadeus, is revolutionizing tourism operations and enhancing tourist experiences. These trends herald a transformative era for global tourism, emphasizing AI’s diverse applications and its potential for future innovations.

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5. Concluding Thoughts and Future Research Avenues

This series delved into AI’s intersection with tourism, emphasizing AI-driven personalization.

From an AI overview to its real-world applications in tourism, the series showcased AI’s potential to craft hyper-personalized, efficient, and seamless travel experiences.

The literature review and case studies underscored AI’s transformative role, from recommendation systems to facial recognition.

Emerging trends, from predictive analytics to voice services, highlighted AI’s expansive influence, with industry leaders like Amadeus at the forefront.

Yet, as AI’s footprint grows, a nuanced understanding of its ethical and societal ramifications is paramount.

Balancing AI’s prowess with human oversight is crucial, ensuring responsible and ethical applications.

Future research could delve into AI’s specific applications across tourism sectors, from hotel management to transportation.

Ethical considerations, like data privacy, warrant in-depth exploration.

A mix of case studies, surveys, and experimental designs could offer a holistic view of AI’s impact on tourism.

In summation, this series posits that AI, with its promise of personalization, will be pivotal for tourism’s future competitiveness. Far from replacing human touchpoints, AI augments them, promising a new era of hyper-personalized and enriched travel experiences.

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Previous posts:

AI in Tourism: Revolutionizing Personalized Experiences and Operational Efficiency – Part 1 of 8:
http://www.andrearossi.it/en/ai-tourism-personalized-experiences-operational-efficiency/

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AI-Powered Personalization: Elevating Tourist Experiences – Part 2 of 8:
http://www.andrearossi.it/en/ai-powered-personalization-elevating-tourist-experiences/

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AI’s Role in Crafting Personalized Tourist Experiences: A Literature Review – Part 3 of 8:
http://www.andrearossi.it/en/ai-tourist-experiences-literature-review/

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Revolutionizing Tourism with AI: Case Studies on Hotel Recommendations and Smart City Experiences – Part 4 of 8
http://www.andrearossi.it/en/tourism-ai-case-studies-hotel-smart-city-experiences/
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AI in Tourism: Case Studies on ChatGPT and Amazon Web Services – Part 5 of 8
http://www.andrearossi.it/en/ai-in-tourism-case-studies-on-chatgpt-and-amazon-web-services/

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AI in Tourism: Facial Recognition and Beyond – Part 6 of 8

http://www.andrearossi.it/en/ai-in-tourism-facial-recognition/

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AI’s Horizon in Tourism: Future Trends and Transformations – Part 7 of 8

http://www.andrearossi.it/en/ai-tourism-future-trends/

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#TourismTech #AIFuture #TravelTrends #VirtualTours #AIPersonalization #EthicalAI #TravelInnovation #DigitalDisruption #TourismResearch

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  • McCartney, G., & McCartney, A. (2020). The impact of artificial intelligence on the future of tourism. International Journal of Tourism Cities.
  • McKinsey & Company. (2018). An AI nation: Harnessing the opportunity of artificial intelligence in Denmark. Retrieved from https://www.mckinsey.com/~/media/McKinsey/Featured%20Insights/Europe/Harnessing%20the%20opportunity%20of%20artificial%20intelligence%20in%20Denmark/An-AI-nation-Harnessing-the-opportunity-of-AI-in-Denmark.pdf
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  • Rossi Andrea (2022), “Comunicazione Digitale per il Turismo”, Self-Publishing, Vercelli, 2022 – ISBN 9791221004175
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  • Rossi Andrea, Goetz Maurizio (2011) “Creare offerte turistiche vincenti con Tourist Experience Design”, ed. Hoepli, Milano, 2011
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“Vilnius’ Belated Birthday Cards” advertising for Lithuania

Group of young people taking selfie at a birthday party. Photo by vladans

In this brilliantly innovative advertising campaign, the creators playfully tackle the obscure nature of Vilnius, the capital of Lithuania, with a delightfully tongue-in-cheek approach that combines humor, nostalgia, and a sense of adventure. Drawing upon the city’s previous promotional campaigns, which daringly labeled Vilnius as “the g-spot of Europe” and playfully subverted the conventional Christmas carol narrative with the strikingly titled “Christmas in Vilnius: Amazing wherever you think it is,” the minds behind this effort have truly outdone themselves with their latest endeavor. Celebrating the momentous occasion of the city’s 700th anniversary in 2023, the campaign adopts a retro aesthetic that masterfully encapsulates the essence of the 1980s while simultaneously offering a fresh, contemporary twist.

The captivating video, which can be found on YouTube at https://www.youtube.com/watch?v=hAfZJRbgih0, humorously acknowledges the general public’s lack of awareness regarding Vilnius’ geographical location and historical significance. In doing so, the video presents a novel and engaging solution for commemorating the city’s 700th birthday: a “belated birthday e-card collection” that injects an irresistibly whimsical sense of fun into the proceedings. This inventive approach not only pokes fun at the fact that many people have overlooked Vilnius’ previous 699 birthdays, but also serves as a clever way to bring attention to this captivating city that has, until now, been relatively hidden from the international spotlight.

The video, steeped in nostalgia, walks viewers through a series of entertaining and visually striking cards, each more amusing than the last. The campaign encourages viewers to send their own belated birthday e-cards, thereby creating a sense of personal connection and investment in the celebration of this extraordinary milestone. The video concludes with an uplifting and memorable message, reminding viewers that while they may forget the date of the anniversary itself, the celebration of Vilnius’ rich 700-year history will be an unforgettable experience. The city, in all its vivacity and charm, is described as being “700 years young,” a testament to its enduring spirit and the ever-evolving cultural tapestry that makes it such an exceptional destination. This audacious and remarkable advertising campaign deftly showcases the indomitable character of Vilnius, inviting viewers to join in the festivities and discover the magic that awaits them in this enchanting, often-overlooked European gem.

#Vilnius700; #HiddenEuropeanGem; #BelatedBirthdayCards; #RediscoverVilnius; #VilniusGSpotOfEurope; #CelebrateVilnius; #700YearsYoung; #RetroVilnius; #VilniusAdventures; #UnforgettableVilnius; #DiscoverVilnius; #VilniusAnniversary; #WhimsicalVilnius; #VilniusMilestone; #VilniusUncovered; #InnovativeAdCampaigns; #VilniusRetroRevival; #RememberVilnius; #CulturalTapestryOfVilnius; #IndomitableVilnius

Tourism Innovation: How Technology is Shaping the Future of Travel

Two girls having fun with vr glasses virtual reality inovation at home or in office. Ph by dvatri

The tourism industry has always been at the forefront of adopting new technology, seeking ways to enhance and streamline the travel experience. As we continue to dive deeper into the digital age, the scope of technological innovation in tourism has expanded exponentially. This article explores some of the latest developments in technology that are shaping the future of travel, offering more personalized, convenient, and immersive experiences for tourists around the world.

  1. Virtual Reality (VR) and Augmented Reality (AR)

One of the most significant technological advances in recent years is the integration of VR and AR into the tourism industry. These immersive technologies allow travelers to explore destinations and attractions from the comfort of their homes, offering a new way to research and plan trips (Guttentag, 2010). VR and AR are also transforming on-site experiences, with attractions and museums providing visitors with interactive and educational content through the use of smart glasses and mobile devices (Yung & Khoo-Lattimore, 2019).

  1. Artificial Intelligence (AI) and Machine Learning

AI and machine learning have become indispensable tools in the tourism industry. These technologies enable the creation of personalized itineraries, recommendations, and travel experiences tailored to individual preferences (Li, Wang, Liang, & Huang, 2018). AI-powered chatbots and virtual assistants have also made customer service more efficient, providing instant and accurate answers to travelers’ questions (Gretzel, 2011).

  1. Internet of Things (IoT)

The IoT is revolutionizing the tourism industry by connecting devices, systems, and services to create seamless travel experiences (Delen, Kuzey, & Uyar, 2018). Smart luggage with built-in tracking systems, smart hotel rooms with voice-activated controls, and connected transportation services are just a few examples of how IoT is enhancing the travel experience (Bujoreanu, 2017).

  1. Biometric Technology

Biometric technology is becoming increasingly prevalent in airports and other travel-related facilities, as it allows for faster and more secure identification and authentication of travelers (Morphis, 2016). Facial recognition, fingerprint scanners, and iris recognition systems are being used to expedite immigration and customs processes, as well as to enhance security measures (Bagaric & Xynas, 2017).

  1. Sustainable Travel Technologies

As the tourism industry faces growing concerns about its environmental impact, sustainable travel technologies are emerging to help address these issues (Bieger, Wittmer, & Laesser, 2017). Electric and hybrid transportation options, solar-powered accommodation facilities, and innovative waste management solutions are just a few examples of the technologies being implemented to reduce the industry’s carbon footprint (Pantano, Pizzi, Scarpi, & Dennis, 2017).

Conclusion

The ongoing integration of technology into the tourism industry is reshaping the way we travel, offering more personalized, convenient, and immersive experiences. With constant innovations in virtual reality, artificial intelligence, the Internet of Things, biometric technology, and sustainable travel solutions, the future of travel is undoubtedly an exciting one. As these technologies continue to advance, they will play an increasingly important role in driving the growth and evolution of the tourism industry, ultimately shaping a more connected and sustainable world.

Bibliography

Bagaric, M., & Xynas, L. (2017). Migration and human rights in the era of biometric identification: The case for privacy-enhancing migration controls. International Migration, 55(6), 97-110.

Bieger, T., Wittmer, A., & Laesser, C. (2017). Transportation mode and travel behavior: A study on the role of electric and autonomous vehicles. Journal of Sustainable Tourism, 25(6), 811-828.

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Rossi A., (2022) “Comunicazione Digltale per il Turismo”, Rossi A., 2022, ISBN 9791221004175

Yung, R., & Khoo-Lattimore, C. (2019). New realities: A systematic literature review on virtual reality and augmented reality in tourism research. Current Issues in Tourism, 22(17), 2056-2081

TourismInnovation, #FutureOfTravel, #TravelTech, #VirtualReality, #ArtificialIntelligence, #IoTinTravel, #BiometricTechnology, #SustainableTravel, #SmartTourism, #TravelTrends

Contacts

Spellbound by Sweden: the “Scandi horror flick” advertising campaign for Sweden

Trail in a dark pine forest on the slopes of the mountain. The Swedish Forest By goinyk

The “Scandi horror flick” advertising campaign for Sweden is a truly innovative and captivating way to draw visitors to the country. In an effort to tap into the popularity of horror and suspense,

Visit Sweden has crafted a two-minute horror film that is both frightening and alluring.

The film, which can be found on YouTube at the link https://www.youtube.com/watch?v=X2nLmi6dCIE, is narrated by “Sweden” herself, and takes the viewer deep into the heart of the country’s forests, where they encounter a mysterious woman who turns out to be a huldra, a creepy forest nymph.

The video of the destination ADV campaign of VisitSweden

As the story unfolds, Sweden warns the viewer that what they are about to experience is not a dream, but a chilling reality. The film is expertly crafted, with a perfect balance of suspense and terror that will leave the viewer on the edge of their seat. The cinematography is stunning, capturing the beauty and majesty of the Swedish forest, while also hinting at the danger lurking just beneath the surface.

The “Scandi horror flick” campaign is not just a short film, however. It is part of a larger effort to promote “Kiln,” a “chilling audio story” by John Ajvide Indqvist, which is only available to be downloaded in the Swedish forest. This unique marketing approach is sure to pique the interest of travelers and horror fans alike, and encourage them to explore the country and experience the story for themselves.

The video, which has been well-received by viewers, has garnered a significant amount of positive comments and engagement. Many have praised the film for its suspenseful and creepy atmosphere, while others have applauded the stunning cinematography and attention to detail. Regardless of one’s personal opinion on the horror genre, it is hard to deny the impact that this advertising campaign has had, and the buzz that it has generated around Sweden as a travel destination.

The “Scandi horror flick” campaign is a bold and daring way to promote Sweden, and it is sure to leave a lasting impression on those who view it. Whether you are a fan of horror and suspense, or simply interested in exploring the beauty and mystery of the Swedish forest, the “Scandi horror flick” campaign is a must-see. So, if you’re looking for a truly unique and unforgettable experience, then why not plan a trip to Sweden today?

Bibliography

#ScandiHorrorSweden; #VisitSweden; #HorrorsOfSweden; #SwedishForests; #HuldraMystery; #KilnAudioStory; #CreepyTravel; #SwedenAdventure; #UniqueMarketing; #SuspensefulJourney; #DiscoverSweden

http://www.andrearossi.it/en/contacts/

Integrated Online and Offline Communication

Handshake after a good deal. By ijeab

The advent of digital communication has not eliminated offline channels, that is, traditional communication (newspapers, weeklies, monthlies, guides, radio, TV, etc.), which continue to have their audiences and therefore continue to be important for conveying our tourism messages.

An effective strategy in the digital communication era must therefore be able to integrate online and offline channels (Fig. 1), involving our audiences (especially fans on social media channels) to share our messages. To succeed in this endeavor, communication needs to be coordinated between the offline and online parts, both between the destination and the operators and residents as much as possible, conveying a well-defined tourism identity.

Fig 1 – Integrated communication diagram in Travel and Tourism (created by the Author)

Bibliogrphy

[Rossi A., 2022] Rossi Andrea, “Comunicazione Digltale per il Turismo”, Rossi A., 2022, ISBN 9791221004175

#OnlineOffline; #OnlineAndOffline; #OnlineAndOfflineChannels; #IntegratingOnlineAndOfflineChannels; DigitalCommunication; #TraditionalCommunication; #TourismMarketing; #TourismIdentity; #Coordination; #AudienceEngagement; #SocialMediaMarketing; #DestinationMarketing; #OfflineMarketing; #OnlineMarketing

The Crisis of Traditional Communication

Heap of retro TV sets with no signal. The Crisis of Traditional Communication (By maxxyustas)

Traditional communication, constrained by rigid tools and a poor understanding of the target audience, their needs, passions, uncertainties, and their position in the customer journey, is not very effective in meeting the needs of new tourists who are more skeptical than ever of stimuli sent by traditional and institutional communication, and are also more accustomed to online research and a new ability to discern information and news.

In addition, even those entities that previously succeeded in influencing tourists’ choices, such as travel agents, tour operators, catalogs, mass media communication on TV, newspapers and radio, famous testimonials, have lost much of their influence compared to tourist reviews and especially influencers, who offer more modern and audience-friendly languages, styles, and formats.

Influencers are creators who have managed to show credibility and gain the trust and following of numerous fans, and can be bloggers, video makers, photographers, online journalists who have learned to use new languages, forum administrators, social media stars who have found their expressive niche and/or their particular passion and following.

Depending on their followers, influencers can be divided into various categories, e.g., Bella Foxwell of iconosquare.com [Foxwell B., 2021] classifies influencers into 4 categories:

  1. Mega: 1 million or more followers
  2. Macro: between 100,000 and 1 million followers
  3. Micro: between 10,000 and 100,000 followers
  4. Nano: 10,000 followers or less

Based on the ability to engage audiences, influencer marketing has emerged, which is the use of online experts in the field who have a fairly large audience that respects and trusts them. In the case of tourism, influencers can be tourism experts, but also specific experts of the target audience (e.g., families, singles, seniors, etc.), or even experts in experiential themes that the destination offers, such as sports influencers, food influencers, etc. Therefore, in tourism, it is important to use not only travel influencers, but also a range of specializations that fully represent our destination.

Bibliography

[Foxwell B., 2021] iconosquare.com Bella Foxwell, January 28th, 2021 “A Guide to Social Media Influencers: Mega, Macro, Micro, and Nano” https://blog.iconosquare.com/guide-to-social-media-influencers/ accessed on January 23rd, 2022

[Rossi A., 2022] Rossi Andrea, “Comunicazione Digitale per il Turismo”, Rossi A., 2022, ISBN 9791221004175

#TraditionalCommunicationCrisis #InfluencerImpact #TourismMarketing #InfluencerCategories #EngagingAudiences #TravelInfluencers #SpecializedInfluencers #DigitalCommunication

The Five Stages of a Tourist’s Customer Journey

Young traveler planning vacation trip and searching information on laptop and smartphone, by kitzstocker

According to the UNWTO (World Tourism Organization) [López de Ávila A., 2011], a tourist’s customer journey (the process that characterizes the interaction between consumer and brand, from need to purchase and post-purchase) consists of 5 stages [Fig. 1]:

  • Dreaming
  • Researching
  • Booking
  • Experiencing
  • Sharing

Fig. 1 – The Tourist’s Customer Journey (own elaboration)

The Dreaming stage is the most critical phase of the tourism customer journey, as it is when the tourist starts to consider traveling without a clear idea of where to go. Tourists search for information, compare offers, ask for advice, and typically use the internet as a source of inspiration, utilizing search engines, social networks, blogs, travel websites, and encountering shared tourist content (texts, photos, videos) from destinations, operators, residents, media, influencers, and other tourists.

The Researching stage involves the tourist investing time in a more in-depth exploration of potential destinations and the feasibility of their travel intentions (prices, availability, offers, services, connections, etc.). They use numerous online services like TripAdvisor, Booking, eDreams, Expedia, Airbnb, Trivago, Skyscanner, etc. Opinions from other users, tourists, or influencers remain crucial at this stage.

The Booking stage increasingly occurs online, particularly for short and medium-haul trips or short and medium-duration stays. However, traditional travel agencies and tour operators still play a significant role, especially for long-haul or extended-duration trips. Tourists book necessary resources, such as accommodations, transportation, local activities, and event tickets. Online bookings have grown exponentially on desktops/laptops and mobile devices. As a result, booking websites must be intuitive, easy to use, responsive (adapting to the tourist’s device), and offer optimized mobile apps. Tourists place greater trust in other users’ reviews than in institutional advertising, which has lost credibility.

During the Experiencing stage, tourists seek contextually relevant information and content at their location, tailored to their interests and passions, primarily using smartphones. Responsive websites, apps, web apps, and social channels must provide real-time access to routes, recommendations, schedules, maps, transportation, events, services, and any other information the tourist may need during their stay. Tourists increasingly access real-time information upon arrival at their destination instead of preparing in detail in advance.

In the Sharing stage, tourists share opinions, information, and content (texts, photos, videos, stories, reels) about their vacation in real-time or later (creating albums, retouching photos, or editing videos more structurally). This sharing is made possible by smartphones, increasingly widespread free Wi-Fi, and reduced data costs (5G, 4G) even while roaming. These valuable feedback (photos, videos, reviews, opinions, or general information about the trip or destination) influence other tourists’ decisions and the actions of operators and DMOs (Destination Management Organizations) that can capitalize on this information.

Bibliography

#TouristCustomerJourney; #TravelPlanning; #DreamExploreBook; #TravelStages; #TravelExperience; #TourismInsights; #DigitalTourism; #UNWTO; #TravelSharing; #SmartTravel

http://www.andrearossi.it/en/contacts/