여행, 접객(Hospitality) 및 여객 운송 업계에서 커뮤니케이션과 협업의 성장 기회 : 세계(2026-2029년)

This study examines growth opportunities for communications and collaboration technologies across the travel, hospitality, and passenger transport industry, drawing on Frost & Sullivan's 2026 information technology decision-maker (ITDM) survey. It captures how organizations in this sector are prioritizing, funding, and modernizing their unified communications and collaboration (UCC) environments through 2029.

The sector is expanding steadily and converging into a single, technology-driven travel ecosystem. Growth is outpacing the wider global economy, and travelers increasingly expect connected, personalized, and low-friction journeys across booking, lodging, and transport. A set of cross-cutting trends is reshaping technology requirements: autonomous and agentic AI, hyper-personalization, flexible attribute-based selling, contactless experiences, a two-tiered luxury-versus-value market, sustainability commitments, and social-first discovery.

Against that backdrop, the study identifies the operational pressures shaping technology decisions. Security and reliability are treated as prerequisites rather than differentiators. The dominant employee pain point is tool sprawl rather than tool scarcity, compounded by a shortage of solutions matched to specific roles and workflows. Buyers consistently signal that horizontal, one-size-fits-all communications platforms fall short of an industry defined by deskless staff, round-the-clock operations, and multi-property, multi-terminal environments.

Investment intent is stable and efficiency-driven. Communications budgets are holding or growing, and spending is directed at streamlining both frontline and back-office operations rather than chasing top-line growth. The technology mix is shifting toward cloud and mobility as legacy telephony is retired, and investment is spread broadly across departments and workflows rather than concentrated in a single function.

Integration and intelligence define the next phase of value. Open communication APIs and platform services are being adopted to embed communications directly into the core operational systems that run bookings, properties, and fleets, turning manual handoffs into automated processes. AI expectations follow the same path, led by analytics and by agentic capabilities that are moving quickly from pilot to standard operating practice. Buyers strongly favor a single integrated platform with consistent AI across every channel, and prefer pricing tied to predictable, measurable business outcomes.

The providers positioned to win in this sector will help operators consolidate fragmented communications estates, meet a high security and reliability bar, integrate deeply with industry systems, and deliver AI capabilities priced against demonstrable business value.

Table of Contents

Research Objectives and Methodology

• Research Objectives and Methodology
• Respondent Demographics

Travel, Hospitality, and Passenger Transport Sector Overview

• Travel, Hospitality, and Passenger Transport Industry - Global Economic Overview
• Travel, Hospitality, and Passenger Transport Industry - Regional Economic Overview
• Trends Overview - Proactive, Autonomous AI Integration
• Trends Overview - AI-Driven Hyper-Personalization and Predictive Guest Journeys
• Trends Overview - Flexible, Attribute-Based Selling
• Trends Overview - Contactless, Tap-and-Go Experiences
• Trends Overview - Two-Tiered Economy
• Trends Overview - Sustainability and Low-Carbon Infrastructure
• Trends Overview - Social-First Discovery and Authenticity-Driven Trust

UCC Challenges and Purchase Factors

• IT/Telecom Department Challenges - Global
• IT/Telecom Departments Challenges - By Region
• Employee Communication Challenges - Global
• Employee Communication Challenges - By Region
• Important Factors in UCC Purchases - Global
• Important Factors in UCC Purchases - By Region
• Challenges and Purchase Factor Analysis

UCC Budgets and Investment Plans

• UCC Application Investment Plans
• UCC Device Investment Plans
• UCC Solution Investment Drivers
• UCC Budgets
• Digital Communication Investment Plans by Department
• Digital Communication Investment Plans by Workflow
• UCC Adoption, Budget, and Investment Analysis

CPaaS and Open Communication API Adoption

• CPaaS and Open Communication API Adoption Status
• Importance of CPaaS and API-enabled Communication
• Outcomes Expected from CPaaS or Open Communication APIs

CPaaS and Open Communication API Adoption Analysis

UCC AI Adoption and Pricing Perspectives

• Importance of AI-Powered UCC Capabilities
• Benefits of AI-Powered UCC
• Agentic Communication AI as a Purchase Factor
• Agentic UCC AI Adoption
• Agentic UCC AI Pricing Preferences
• Agentic UCC AI Pricing Influences
• AI-Powered and Agentic UCC Analysis

Key Findings

• Key Findings

Appendix

• Growth Opportunities Fuel the Growth Pipeline Engine™
• Why is it Increasingly Difficult to Grow?
• The Strategic Imperative 8™

Next Steps

• Benefits and Impacts of Growth Opportunities
• Next Steps
• List of Exhibits
• Legal Disclaimer