Accenture’s latest Consumer Pulse survey of 18,000 consumers in 14 countries, presented in the report, “Me, my brand, and AI: The new world of consumer engagement,” explores how the adoption of AI across the Travel, Retail and CPG industries, is reinventing the consumer-brand relationship, influencing not just what people buy, but how they think, feel and engage.
A year ago, Accenture’s Consumer Pulse Survey found that travelers felt booking a hotel was harder than buying a car and that choosing a flight was almost as hard as choosing a mortgage. Almost three-quarters (73%) of consumers said they faced “information overload”, the result of the sheer number of choices, messages, ads and claims consumers face. As a result, 73% walked away from a hotel or flight booking entirely.
Today, artificial intelligence (AI) and the newer generative AI (gen AI) and agentic AI is enabling travel companies to solve these issues by empowering travelers to discover and purchase the right experiences with confidence tailored to their individual needs.
According to Accenture’s Consumer Pulse Survey 2025, the findings of which are presented in the report “Me, my brand, and AI: The new world of consumer engagement,” gen AI is already the number one go-to-channel for travel discovery ahead of social media and Online Travel Agencies (OTAs), for active Gen AI users, defined as people using gen AI tools at least weekly for personal and/or professional reasons.
Gen AI provides an opportunity for the travel industry to reimagine the discovery and purchasing process for travelers.
- Eight in 10 (80%) travelers in the sample across airlines, hotel stays, and travel platforms are now using gen AI tools. Brands can no longer treat gen AI users as early adopters. They are the new mainstream.
- 86% of travelers now want to shape their own experiences, with 93% of active gen AI saying this is important to the personal connection they feel with the brand.
- More than nine in 10 (93%) active users have or would use gen AI to help support purchasing decisions.
- 78% of travelers are open to using a trusted AI-powered personal shopping assistant that understands their needs and goals.
- 57% of travelers seek an AI assistant that can work across multiple brands and services to autonomously solve for their needs.
- Travelers are 1.3x as engaged, and 1.7x as likely to accept a higher price from a travel provider that delivers emotionally engaging experiences
- 79% want a travel brand that makes them feel special by remembering them personally
KEY FINDINGS:
- More than 8 in 10 (81%) of travelers seek immersive experiences at the research and discovery stage of purchasing.
- 42% would switch to a brand that could proactively suggest solutions to improve their experience in real-time.
- 8 in 10 (79%) travelers want a brand that makes them feel special by remembering them personally.
Emily Weiss, Accenture’s global Travel lead, said: “In the space of a year, we are already seeing AI start to solve for the problem of choice and decision overload, with a real opportunity to bring enjoyment back to the arduous process of discovering and purchasing memorable travel experiences. Gen AI takes this a step further by helping travelers have those experiences tailored to their unique needs and preferences in a more human and natural way. For the travel industry, the AI opportunity goes beyond securing bookings. Consider that instead of being overwhelmed by countless options and conflicting reviews, gen AI can act as a personal travel concierge, providing bespoke recommendations based on preferences, budget and location. It can consider factors such as a person’s previous travel history, loyalty program status and even real-time data on local events and attractions.”
“With ‘agentics’ now in the mix—where Al agents assist with complex, goal-oriented tasks with minimal human intervention, such as facilitating pre-booking inquires and reservations—the industry can further assist travelers by reducing the time and effort required to scour for best options and prices. These agents can monitor price changes in real time, integrate loyalty points and offer assistance when plans change,” Weiss adds.
ABOUT THE RESEARCH:
Now in its 6th year, Accenture’s Consumer Pulse Research explores how consumer sentiment, behaviors and expectations are driving change for consumer-facing industries. This year’s research offers insights into the relationships that consumers have with brands across the consumer journey in the age of generative AI, with a particular focus on the implications this will have for the consumer goods and services, retail and travel industries. The research surveyed a representative sample of 18,214 consumers from 14 countries: Australia, Brazil, Canada, France, Germany, Mainland China and Hong Kong, Italy, India, Japan, Spain, Sweden, UAE, UK and USA. The survey was conducted online and was conducted between January 6 and January 17, 2025. Analysis allowed for comparisons across various demographic factors such as age or income, as well as behavioral attributes like an individual’s motivations for brand preference. It also included focused deep dives for 13 categories: grocery stores, packaged food, alcoholic beverages, quick service restaurants, beauty retailers, beauty brands, clothing, footwear and accessories retailers, drugstores and pharmacies, DIY and home furnishing stores, consumer electronics, online travel agencies, airlines, and hotels and resorts. Further testing of hypotheses was conducted via AI-moderated interviews with 300 consumers across 12 countries between January 20 and February 4, 2025.
