Hospitality and Leisure

Create memorable guest experiences to drive loyalty and success in hospitality

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Get closer to your guests with Persona templates and AI

Journey mapping for insights across each stage and interaction

Integrate VoC to protect your reputation and encourage loyalty

Design better experiences from Opportunities and Solutions

View omnichannel journeys with Hierarchies

Measure what matters with KPIs and analysis in your CX Program

Optimizing the guest experience in Hospitality and Leisure

Every choice your customer makes - where to stay, dine, book, or explore - is guided by the promise of a memorable experience. As leisure time becomes more precious, guests are increasingly driven by emotion, value and personalization.

Whether you're managing a hotel, restaurant, airline, theme park, travel agency or booking site, the challenge is the same: how do you meet rising expectations while standing out in a price-sensitive, experience-driven hospitality industry?

Cemantica's Journey Management platform reveals where to add value, understand customer emotional drivers, streamline touchpoints and design offerings that connect. In a space where experience is the decision-maker, understanding and improving the guest journey is key to winning loyalty and competitive advantage.

Experience Framework

Journey Management

CX Consulting

Travelport

Travelport is highly satisfied with Cemantica. Their journey mapping tool is intuitive, user-friendly and effectively meets our needs. Overall, they offer an excellent, cost-effective solution that delivers great value.

Charlotte Auffray, Senior Customer Experience Manager

Manage each Hospitality and Leisure customer journey map

Shifts in digital behavior, real-time expectations and growing competition from agile platforms make it essential to truly understand your customers' journeys. Cemantica helps you map, manage and improve every step of those journeys, so you can reduce friction, respond to changing needs and create leisure and travel experiences that keep guests coming back.

Our Customer Journey Management platform allows you to easily map each step of the customer journey in the hospitality industry across stages, channels and touchpoints - from inspiration and research, to booking, arrival, the experience itself and post-visit reflection.

And because many businesses in this sector operate across many venues, channels, or service lines, Cemantica lets you organize and connect multiple customer journey maps into a clear structure with Journey Hierarchies. This gives you both the granular insight to optimize individual guest experiences and the big-picture visibility to drive strategic alignment across your brand.

Journey Mapping

Journey Portfolio Management Guide

Journey mapping in Cemantica is intuitive. You can start from scratch, develop your own organizational templates, or choose from a library of templates to jumpstart your thinking.

The Cemantica Journey Management platform makes it simple to add, remove, and reorganize lanes - whether you’re tracking VoC, customer actions, painpoints, ideating Opportunities and Solutions or tracking KPIs. Customize colors and libraries to reflect your brand, so your maps resonate with teams across the organization.

Need to move faster? Cemantica’s AI assistant Alex can create an entire journey map from a simple prompt, such as “a tech-savvy family of four booking a holiday in Lisbon using travel agencies”, or enrich an existing map based on your context. It’s a powerful way to spark ideas, accelerate mapping sessions and ensure no critical moment is missed.

How to Build a Journey Map with AI

Hospitality guest experience journey map

Miral Destinations

The integration of Alex AI into Cemantica has greatly enhanced how we manage customer journeys. Its AI-driven insights deliver quick, data-backed results, helping us identify and resolve pain points efficiently. This ensures we consistently meet guest expectations, offering seamless experience. The speed and actionable insights provided by Alex AI have been key in improving our customer satisfaction and journey optimization.

José Luis Sulvaran, Head of Service Design

Designing experiences around your customers

Personas help you capture and understand the different types of customers you serve, from last-minute solo travelers or digital-first millennials to price-sensitive families or high-value luxury tourism and travel seekers. These differences affect how customers book, what they expect and how they measure satisfaction. For example, a business traveler may value speed, mobile check-in and loyalty perks, while a leisure guest might prioritize personalized recommendations, value-added packages and emotional connection from their resorts.

The Cemantica Customer Journey Management platform makes it easy to bring each guest persona to life and personalize your hospitality journey mapping. Start with a template, build from scratch, or let AI generate or enrich a Persona based on your customer type and sector. Using simple drag-and-drop tools, you can define key traits, needs, goals and behaviors and continuously enrich them.

Personas Create and Enrich Personas with AI

Turn guest sentiment into strategic action

In Hospitality and Leisure, where online reviews and social media posts can make or break a brand, listening to the customer voice is essential for reputation management and business success. A single experience with poor service standards can ripple across review platforms and influence potential bookings, while a well-managed, emotionally resonant experience can turn a first-time guest into both a repeat visitor and a brand advocate.

Connect Voice of the Customer (VoC) data from leading platforms such as Qualtrics, Medallia, SurveyMonkey, Sandsiv and more to help you build a rich emotional journey mapping layer and surface actionable insights based on real guest satisfaction levels. This allows you to clearly identify where guests are delighted, confused, or disappointed - and understand what’s driving those reactions and the impact they have on your KPIs.

VoC Integration Brochure

Data-driven Journeys

Measure the impact for continuous improvement

Cemantica’s journey maps go beyond visual storytelling. Each map is connected to measurable KPIs so you can quantify the impact of friction points or improvements.

Whether you're tracking table turnover in a restaurant, check-in efficiency at a hotel, or abandonment rates on a travel booking platform, KPIs can be displayed in a dedicated lane within each journey map for immediate context.

These metrics don’t live in isolation - they also feed into your broader CX program dashboards and analytics, giving you both a granular view of what’s happening at each step and a strategic, top-level understanding of performance across journeys. This dual visibility helps prioritize investments, align teams around impact, and continuously validate the ROI of your customer experience efforts.

Manage your CX Program Journey Analytics & ROI

Implementing CX in Customer Experience Hospitality optimization

Turning insights into action is where real change happens - and Cemantica makes that step seamless. Once customer journey maps reveal where friction or missed opportunities exist, the platform helps you to move directly into solution planning and execution.

For example, if feedback shows long wait times at hotel check-in, you might implement mobile pre-check-in, self-service or staff reallocation during peak hours. If customers drop off during the booking process on an online travel agency site, simplifying the user interface or adding live chat support could be the fix.

Cemantica’s insight lanes surface real, data-backed pain points, giving your teams the confidence to prioritize the right Opportunities and Solutions in your project action plan. Use Alex our AI assistant to automatically generate Opportunities and Solutions to be more efficient. Move your projects forward with assigned owners, deadlines, comments, status etc., to track initiatives to completion within the platform.