At the Travel Tech Symposium, Stephan Haller, Managing Director at Dr. Fried & Partner, showed how Gardena has consistently realigned its customer service with the help of AI. These kinds …
The travel industry is currently undergoing a technological revolution. An increasing number of tour operators and airlines are using artificial intelligence to manage flight and hotel prices in real time. …
The 2025 summer season presents the tourism industry with unexpected challenges. After a promising early-bird period, demand stagnated later on – despite high expectations and ambitious pricing strategies from many …
On 13 May 2025, Dr Markus Heller, Managing Partner at Dr Fried & Partner GmbH, presented the latest DRV Travel Agency Barometer as part of the ‘DRV – Travel Distribution …
At the Schmetterling International GmbH & Co. KG Annual Conference 2025, Dr Markus Heller provided exciting insights into the latest developments and trends in the luxury travel market. In Germany, …
Nowadays, tour operators are increasingly in “crisis mode” due to the unstable geopolitical situations, the effects of climate change, growing cybercrime and numerous strikes. In order to overcome the associated …
In February 2024, the management consultancy Dr. Fried & Partner conducted an online survey on the topic of customer service automation* in the travel and event industry. The results show …
Demand for sustainable travel is still low. The majority of travel agencies only sell them sporadically, and when they do, it is usually only at the customer’s request. Dr. Fried …
In autumn 2023, Dr. Fried & Partner conducted a survey on the topic of “Customer Service Automation*” in collaboration with the German Customer Service Association (KVD). The results have now …
The distribution and sales partners of tourism service providers play a fundamental role in promoting change in the industry towards sustainability. For this reason, Dr. Fried & Partner has launched …
E-mail enquiries in customer service have increased significantly in recent years. In addition to other contact channels such as telephone and chats, it is increasingly becoming a challenge for employees …
Sustainability, competitiveness and digitalization in the aviation sector – these key topics were the focus of the latest Think Tank event hosted by Dr. Fried & Partner together with their …
Many companies, especially those with technical products, are currently experiencing strong sales growth. Where there is a lot of sales, there is also a lot of work involved in service …
Long queues at check-in, flight delays, cancellations and lost baggage characterised the journeys of many passengers in 2022. This was accompanied by a record number of complaints against airlines – …
In 2022, we at Dr. Fried & Partner published blog posts about the changes in the world of work and the crisis-related challenges in sales and service organisations. A total …
On November 9, 2022, Thomas Sailer (Director Global After Sales & Authorized Representative at Gardena) and Stephan Haller (Managing Partner Dr. Fried & Partner) offered an expert forum at the …
