| | JULY 202219mobility, but significant restrictions remain. Given these obstacles, the first step towards restoration is to build trust. Digital technology is a great tool to address both concerns. Digital products and services which offer a contactless experience throughout much of the customer journey encourage people to travel safely. Many companies across the travel industry are developing and adopting new technologies to make that contact minimal or non-existent in most processes. For example, VFS Global developed the Visa at your Doorstep (VAYD) service, a key milestone in this context, as it allows customers to apply for visas for travel to countries that require them from the comfort of their couch. Even critical information such as biometric enrolment can be provided from anywhere. This helps drive self-service through technology, which has a very positive impact on the customer journey.In addition, technology also gives us a greater ability to assess the quality and efficiency of processes. Machine Learning based on customer information and subsequent analysis helps in delivering more personalized and voice-of-customer propositions. This stands relevant in the wake of the pandemic, where new benchmarks have been set in digital customer experiences, given rapidly evolving preferences, and increasing demand for personalized services. With the addition of millions of new internet users by 2021, the challenge for digital solution providers is to keep pace with the rapidly changing needs of this demanding set of digital customers.Nonetheless, we must not forget that even though digital technology has made our travel journeys convenient, it comes with its share of security dangers and privacy breaches. Given the rapid rate at which businesses have had to modernize their services to go digital, combined with the massive amount of personal data now housed in the cloud, it's no surprise that data security was not the most well-designed and fool-proof cog in the machine. Hence, while being wary of the motivations behind the convenience offered online, fact-checking information from multiple sources for yourself and seeking expert opinion to question even marginally suspicious digital activity will all go a long way towards ensuring one's data security during these trying times. MACHINE LEARNING BASED ON CUSTOMER INFORMATION AND SUBSEQUENT ANALYSIS HELPS IN DELIVERING MORE PERSONALIZED AND VOICE-OF-CUSTOMER PROPOSITIONS
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