How Agoda is shifting its view on customer experiences and internal processes through innovation and a steadfast focus on the future
Nov 28, 2024
Agoda’s culture of experimentation is a fundamental pillar of its strategy in navigating the increasingly complex travel technology landscape. With approximately 1,000 experiments running at any given time, the company’s approach demands careful prioritization and meticulous planning. The key? A scientific mindset.
Key takeaways
- Agoda shared an intriguing example of unexpected outcomes when it introduced a premium support feature, allowing customers to pay for faster service. Surprisingly, conversions increased not because of the premium option itself, but due to a clearer explanation of what free support entails. This insight highlighted the critical role of effective messaging – sometimes even more influential than the product itself, according to CTO Idan Zalzberg;
- Addressing concerns about creativity being overshadowed by data, Zalzberg shared an insightful perspective. “The term ‘data-driven’ can sometimes be misleading in our industry and tech as a whole. That’s not how we define ourselves. We encourage imagination and see data as a tool to enable creativity, not as a barrier to it,” he explained.
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