Digital disruption is often an excuse for failure to understand customer behaviour and needs.

Comprehensiveness is a differentiator - not only in hospitality industry, Choosing the right place to stay means catering for the differing tastes of customers. Hence Trivago's  access to 1.8 million properties adds choice and if the price is right, value to customers and suppliers. Trivago becomes an essential digital link and transformer for connected customers and properties.

I have just drawn attention to the same critical success factor for the insurance world. The insured event or property is an integral part of customer behaviour and insurers need to understand that. 

See "Competing in a world of crumbling boundaries"

Travel and trip insurance overlaps.

The great British travelling public are being encouraged to claim for sickness when abroad. Where does liability lie and who carries the cost?

  • OTA
  • Hotel

See  "The scam making holiday firms sick"

This connected world is becoming ever more interconnected!