Customer experience continues to be a major differentiator for businesses in all sectors. In July 2020, the African Union estimated that Africa lost nearly $55 billion in travel and tourism revenues and two million jobs in only the first three months of the pandemic. According to the World Travel and Tourism Council latest Economic Impact Report (EIR), the African Travel and Tourism sector's GDP is estimated to grow at an average rate of 6.8 percent annually between 2022 and 2032. Though consumers are returning to the industry with lockdowns and rules softening, companies will need to work harder to regain trust. To revive a sense of excitement and opportunity in the “experience” industry, brands need to rethink everything they thought they knew about CX strategies. Join this episode and learn what constitutes the customer journey today, on how to restore traveler's confidence, and design the next set of customer-experience engagements with with Bukky Akomolafe – Country Manager Travelstart Nigeria and Tim McMullen - Vice President of Business Development at Teleperformance