A number of SA industries have been affected by disruption. Customer experience expert Julia Ahlfeldt believes each industry could minimise the impact of it by paying attention to customer experience. She points out that the travel industry has been particularly hard hit by online flight comparison platforms that allow travellers to find and book the cheapest ticket themselves, as well as Airbnb – which has unlocked a whole new world of accommodation options – and Uber. What’s left for traditional travel agents to do? “If all a customer is looking for is the cheapest flight, travel agents probably won’t be able to compete,” says Ahlfeldt. “But the travel market is bigger than the issue of bargain-hunters. What people want most of all is a happy, memorable experience that delivers on their expectations, and there isn’t a one-size-fits-all solution for this.” She believes first-time travellers will still need guidance and reassurance, baby boomers won’t mind paying a small premium for...

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