A GoZayaan’s report introducing digitization in customer experience: impacts of automation services to overcome the challenges in streamlining processes

Abstract

With the development of technology, the industry of travel and tourism has experienced a transition throughout time. As a result, the change has made it possible in large part for online travel agencies to allow clients to plan and book their travels from the comfort of their residences. GoZayaan is one of the first travel agencies (OTA) in Bangladesh, which has been taking a leading change in the tourism industry by offering the clients A1 stop service for all sorts of travel requirements. This internship report will analyze how GoZayaan utilizes automation in the journey of customers and overcomes challenges along the way. Also, the paper will look into the advantages of digitization along with the obstacles GoZayaan is putting into practice and possible solutions for this.