Speaking at the 6th edition of TravTalk ThinkTank, Manish Mudgal, Business Head, Hotel & Accommodations, Yatra Online, said customer trust in the OTA ecosystem depends on maintaining consistency across every touchpoint. “Consistency has to be maintained throughout,” he said, referring to websites, apps, customer service, and product availability.
Mudgal added that personalisation and understanding customer behaviour are becoming increasingly important in building platform loyalty. He noted that brands today must know their consumers deeply and proactively solve customer needs to sustain long-term engagement in a highly competitive digital marketplace.
Rahul Bhadana is a digital editor at TravTalk with experience spanning multiple content niches, with a strong focus on travel trade journalism and digital publishing. A graduate of Delhi University, his work covers editorial writing, content strategy and platform-led storytelling, supporting TravTalk’s digital growth and industry engagement. A technology enthusiast, he enjoys films, poetry and exploring new ideas across media and culture.