This article is part of the September 2021 Spotlight US series, "How consumers are wrestling with 2021's uncertainties." Read more
No one could have predicted what’s happened within the travel and hospitality industry over the past 18 months. And, with new coronavirus variants emerging, there are still many unknowns for both travelers and brands alike.
Still, there is a lot we can learn about the impact of the pandemic on travel and hospitality customer engagement and preferences, how traveler expectations have changed – and, in some instances, how they've stayed precisely the same.
Putting data around...