Travel + Hospitality

Modern travelers are looking for more than accommodations; they’re looking for meaning. We help travel and hospitality brands align strategy with consumer motivations, habits and emotions to build more resonant, durable relationships.

Driving High-Fidelity Relationships in Travel + Hospitality

Leading brands score well on in-the-moment attributes that make trips easy, but lag on over-time attributes that build relationships.

Learn How to Close the Gap

Moving Beyond the Loyalty “Luxury Ladder”

The most important ladder you’ll build for your customers is an emotional one.

Explore Our Thinking

Is AI Enhancing or Hollowing Out Your Guest Experience?

AI shouldn’t be a barrier between guest and brand. It should function as an invisible concierge.

Get Our Perspective

Explore Our Travel +
Hospitality Perspectives

Travel and hospitality brands have more ways to engage with customers than ever before. Agentic bookings, check-in kiosks, pipelines filled with AI-generated content. What’s at risk of disappearing is the human part of these interactions — and brand differentiation along with it. Material helps forward-thinking brands align guest motivations with real-world activations, enabling more effective personalization and more resonant experiences, driving deeper connections with the human behind the booking.

In travel and hospitality, seamlessness is table stakes.

Fast, reliable service is the bedrock of travel and hospitality. Building lasting loyalty means moving past transactional efficiency to deliver personalized experiences that are brand-distinct and memorable.

This means making the most of all your data — going beyond demographics, deep diving into behavioral science, tracking customer journeys and uncovering actionable insights based on the emotional drivers of travelers’ decisions.

Consumers have more travel and leisure options than ever before. AI makes it easy to compare options and build potential plans before committing. The result: travelers are more selective about what’s worth spending on.

Material helps brands deliver that value. Our combination of behavioral science, data analytics and experience design enables brands to deliver trips worth taking and build loyalty that lasts.

How We Help Travel + Hospitality Brands

Expand Your Audience Reach

Map both the rational and emotional motivations behind why consumers travel, stay and return.

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Design Experiences that Build Habits

Transform routine visits into return trips and brand advocacy by building strategies and experiences around the core drivers of decision and connection.

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Go Beyond Transactional Rewards

Shift your loyalty strategy from flat point accumulation to a brand-forward, emotionally resonant and personalized approach.

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Make the Most of Your Data

Turn booking data and signals from across your customers’ journeys into strategic assets and actionable insights.

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Empower Staff to Exceed Expectations

Design ecosystems that empower service staff without stripping away human connection. Unify every touchpoint, from pre-booking excitement to post-stay engagement, into a personalized experience.

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Our Work

Gamifying Loyalty to Deepen Customer Relationships for a Leading Hospitality Brand

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Perspective

Six Science Principles for Deeper Customer Relationships

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Our Work

Operationalizing Service Excellence for a World-Class Guest Experience

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Our Work

Partnering with Expedia Group to Make Travel More Inclusive and Accessible

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Talk to Our Travel + Hospitality Team

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An effortless journey is no longer a differentiator; it’s expected. Long-term loyalty is earned when brands go beyond efficiency to align with the emotional motivations behind why people travel in the first place.”

Matt Paladino, SVP, Travel + Hospitality