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Travel & Hospitality Customer Experience Agency & Consulting Firm

We believe that exceptional guest experiences are born from aligning creativity, technology, and a deep understanding of traveler needs. Our hands-on approach and proven track record help brands navigate disruption, enhance operational efficiency, and secure a sustainable competitive edge. We’re not just consultants—we’re collaborators in reimagining the future of travel. Let’s start a conversation about building a customer-centric experience that not only meets today’s challenges but also inspires tomorrow’s journeys.

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Travel & Hospitality Customer Experience Agency & Consulting Firm Services

We’re on a mission to reshape travel experiences by combining deep industry insights with the latest technology, all while keeping the human touch front and center. Our approach is simple: understand the guest journey, anticipate their needs, and craft experiences that resonate. Our work isn’t about off-the-shelf solutions—it’s about collaborating with brands to transform every interaction into a memorable moment.

Customer Experience Strategy

Customer experience is at the heart of what we do. Working with travel and hospitality brands, we design strategies that don’t just aim for satisfaction, but aim for genuine loyalty and market differentiation. By aligning digital transformation with service excellence and guest expectations, we craft experiences that are seamless, impactful, and long-lasting.

Guest Engagement Strategy

The guest journey doesn’t end at check-in. We help brands redefine engagement by weaving together behavioral insights and emerging technologies. Our dynamic, multi-channel strategies enhance guest satisfaction, build long-term advocacy, and create lasting connections. Through this approach, we maximize retention and enable brands to thrive in an experience-driven marketplace.

Customer Journey Mapping

Every guest touchpoint matters. Through customer journey mapping, we identify the key moments that shape experiences and uncover areas for optimization. By combining data insights with guest behavior, we streamline the journey to create seamless, intuitive experiences that enhance satisfaction, improve efficiency, and deliver results.

Personalization Strategies

One-size-fits-all no longer works. Our approach to personalization transforms how brands interact with guests. Using AI, predictive analytics, and real-time data, we deliver personalized experiences that delight and strengthen loyalty. With these strategies, brands can offer hyper-personalized touchpoints across both digital and physical interactions.

Omnichannel Communication

The best experiences are seamless, no matter where or how guests interact with a brand. We unify digital and physical channels to create consistent, high-quality touchpoints across every medium. Whether it’s through AI-powered chat, mobile, social media, or in-person interactions, we help brands build stronger relationships with guests that translate to increased loyalty and revenue.

Predictive Analytics for CX

The future of customer experience is data-driven. With predictive analytics, we empower brands to stay ahead of guest needs. Through AI and machine learning, we provide valuable insights to modernize service delivery, streamline operations, and create proactive, memorable experiences that maximize customer lifetime value.

Brand Experience Optimization

Brand experience is everything. We help brands refine their identity and service design to ensure every guest interaction reinforces the brand promise. By blending storytelling, design, and digital transformation, we create emotionally resonant experiences that build stronger connections and position brands as leaders in their industry.

Hospitality Innovation

Innovation is at the core of hospitality’s evolution. We guide brands through the digital disruption landscape by integrating emerging technologies, automation, and sustainability-driven solutions. Whether enhancing guest experiences or optimizing operations, we help brands stay ahead of evolving expectations and trends, ensuring long-term success and growth.

Our Impact as a Travel & Hospitality Customer Experience Agency & Consulting Firm

G & Co. is redefining what a customer experience agency & consulting firm can be—we’re partners in helping travel and hospitality brands navigate change. By focusing on data-driven strategies that are deeply customer-centric, we achieve measurable growth and guide brands through market shifts with a human touch. With tools like Acumen, our global benchmarking research platform, we provide real-time consumer sentiment analysis, so brands can adapt, refine, and thrive in a fast-moving industry.

Fostering Deep Loyalty

Loyalty isn’t defined by repeat business alone—it’s about creating lasting emotional connections. Through personalized, data-driven experiences, we help travel and hospitality brands align every interaction, ensuring consistent satisfaction and long-term brand advocacy. By focusing on the human side of engagement, we build loyalty that stands the test of time.

Streamlined Guest Journey

The guest journey should be smooth, intuitive, and effortless. We identify friction points across digital and physical touchpoints, then optimize each moment using customer journey mapping and predictive analytics. The result is a streamlined, frictionless experience that improves satisfaction, operational efficiency, and brand perception.

Boosting Revenue with Precision

Revenue growth isn’t about guesswork—it’s about precision. We use data analytics and consumer insights to craft personalized, targeted experiences that lead to upsells, cross-sells, and increased spend per guest. By anticipating guest preferences, we unlock new revenue streams while enhancing the overall guest experience.

Brand Differentiation

In an increasingly competitive market, standing out is key. We help brands differentiate themselves by designing unique, emotionally resonant experiences that speak to consumers on a deeper level. Leveraging insights and creating distinct brand narratives, we position our clients as industry leaders who connect meaningfully with their audience.

Informed Decision Making

Data is the backbone of effective decision-making. With Acumen, our global research platform, we equip brands with actionable insights about market trends, customer sentiment, and overall brand health. This enables us to refine strategies, streamline operations, and consistently upgrade the guest experience through data-backed decisions.

Innovative Service Models

The future of hospitality is rooted in innovation. By integrating emerging technologies and automation into service delivery, we help brands rethink traditional models and create forward-thinking solutions. Our goal is simple: improve efficiency, enhance guest satisfaction, and build sustainable service models that adapt to continuously changing traveler expectations.

Testimonials

Aaron Bellack
Manager, Marketplace Operations
Saks Fifth Avenue

"G & Co. is a dynamic, resourceful, and engaging team that can dive in, collaborate across teams, and deliver actionable insights. I would recommend them for any company that requires strategic thinking and leadership."

Alexandra Reed
Director, Digital Marketing EMEA
Nike

"Upon reviewing multiple alternatives, our selection fell on G & Co., - a choice that has been absolutely precise from the very start. This collaboration has brought forth immense value and positivity for Nike, making it an exceptionally gratifying endeavor."

Akio Tanaka
Senior Director, Digital Transformation
Toyota

"G & Co.'s team exemplifies strategic expertise and fearless innovation. Their commitment to solving complex problems is commendable."

Patricia Miller
Senior Director, Customer Experience
Enterprise Airline

"G & Co. is a blend of passion, collaboration, and unmatched digital expertise, always exceeding our business expectations."

$10
Billion

Robust strategy delivered to meet revenue goal by 2027.

102
+

Million people reached after implementation of user experience design.

162
%

Increase in online direct-to-consumer conversion.

100
+

Delivers & consumers benchmarked across the United States for a 3-month survey.

2
Months

Created a full-scale, responsive UX/UI design for desktop, mobile, and tablet.

1
Million

Downloads of the Toyota app for convenient, vehicle management.

3
Months

Re-design accomplished

478
%

Increase in campaign reach with new market targeting

2
Months

Mobile app design accomplished from start to finish

23
Million

Average monthly insights report downloads

$10
Billion

Robust strategy delivered to meet revenue goal by 2027.

102
+

Million people reached after implementation of user experience design.

162
%

Increase in online direct-to-consumer conversion.

100
+

Delivers & consumers benchmarked across the United States for a 3-month survey.

2
Months

Created a full-scale, responsive UX/UI design for desktop, mobile, and tablet.

1
Million

Downloads of the Toyota app for convenient, vehicle management.

3
Months

Re-design accomplished

478
%

Increase in campaign reach with new market targeting

2
Months

Mobile app design accomplished from start to finish

23
Million

Average monthly insights report downloads

Our Expertise as a Travel & Hospitality Customer Experience Agency & Consulting Firm

G & Co. brings a wealth of expertise to the travel and hospitality space, driven by years of working alongside top global brands like Marriott. Our diverse team of strategists and experience specialists are laser-focused on understanding the nuances of guest experiences, delivering impactful solutions that help brands stay competitive, build loyalty, and transform their offerings. Every strategy we create is tailored to meet the unique needs of each brand, ensuring we always hit the mark.

Global Insight, Local Impact

With years of experience working across the globe, we bring deep industry knowledge that spans diverse markets and cultures. Our global footprint means we can craft strategies that resonate across regions, shaping brand relevance and ensuring impactful experiences, wherever guests may be.

Actionable Consumer Insights

Data is the heart of what we do. Through our proprietary Acumen platform, we gather actionable insights from extensive consumer data and industry benchmarks. These insights allow brands to anticipate guest preferences, refine their strategies, and align their offerings with the latest market trends, fueling better decision-making and stronger customer connections.

Crafting Personalized Journeys

Every guest is unique, and so is their journey. G & Co. specializes in designing personalized experiences that meet individual guest needs and preferences. By tapping into behavioral data and advanced analytics, we fine-tune each touchpoint to create seamless, memorable experiences that increase guest satisfaction, foster loyalty, and create lasting connections.

Continuous Performance Monitoring

We commit to results—not just setting goals, but driving real impact. Our continuous performance monitoring ensures that every customer touchpoint aligns with client objectives. By consistently assessing key performance indicators (KPIs), we identify opportunities for refinement, enhance experiences, and help brands achieve sustainable, long-term growth.

Innovation Through Technology

The future of hospitality is driven by technology, and we’re here to lead the way. Whether through AI-powered personalization, automation, or advanced analytics, we integrate cutting-edge technology to streamline operations and enhance guest interactions. This allows brands to deliver more efficient service and provide guests with innovative experiences at every stage of their journey.

Putting the Customer First

We believe that a customer-centric approach is the key to success. We prioritize guest needs and expectations at every step of the process, ensuring that strategies and experiences are designed with empathy and care. By building emotional connections, inspiring satisfaction, and increasing loyalty, we help brands create unforgettable experiences that keep guests coming back.

FAQs

What are the benefits of hiring a travel & hospitality customer experience agency & consulting firm?

A specialized travel & hospitality customer experience agency & consulting firm provides strategic expertise, data-driven insights, and innovative solutions that boost guest satisfaction, facilitate operational efficiency, and enhance brand differentiation. By leveraging deep industry knowledge, cutting-edge technology, and best practices, agencies identify pain points in the customer journey and implement strategies that foster streamlined interactions, from booking to post-stay engagement. 

G & Co. applies a consumer-centric and business objective-oriented approach, ensuring that all initiatives are aligned with measurable growth outcomes. With access to proprietary research, including industry benchmarking and customer sentiment analysis, strategies are backed by real-world data. From hyper-personalization and omnichannel engagement to predictive analytics and integrated digital touchpoints, a travel & hospitality customer experience agency & consulting firm delivers tangible improvements in guest retention, revenue growth, and market positioning. Partnering with a firm like G & Co. ensures a holistic, results-driven transformation that strengthens competitive advantage and fosters long-term success.

How can a customer experience agency & consulting firm improve guest satisfaction in the travel & hospitality industry?

Improving guest satisfaction requires a combination of personalization, smooth service delivery, and proactive engagement—areas in which a leading customer experience agency & consulting firm provides unparalleled expertise. By utilizing customer journey mapping, real-time sentiment analysis, and AI-powered personalization, agencies identify friction points and optimize touchpoints across the entire travel experience. 

G & Co. employs advanced analytics to track customer expectations and behavior, leveraging these insights to implement tailored strategies that enhance every stage of the guest journey. From frictionless booking and contactless experiences to AI-driven customer support and dynamic loyalty programs, improvements are designed to foster convenience, emotional connection, and long-term engagement. By continuously monitoring performance and adapting to market trends, a customer experience agency & consulting firm ensures that travel and hospitality brands remain agile, competitive, and consistently exceed guest expectations, leading to higher satisfaction scores, increased loyalty, and positive brand advocacy.

Why should I invest in a customer experience agency & consulting firm for my hospitality brand?

A customer experience agency & consulting firm provides a structured, data-driven approach to enhancing guest engagement, increasing revenue, and strengthening brand loyalty. In a highly competitive industry where guest expectations evolve rapidly, hospitality brands require expert guidance to deliver seamless, differentiated experiences. G & Co. leverages consumer insights, customer sentiment tracking, and digital innovation to design solutions that enhance every aspect of the guest journey. Investing in consulting ensures that brand touchpoints—from booking platforms to on-site interactions—are optimized for frictionless engagement. 

Additionally, firms like G & Co. conduct success check-ins to align with business objectives and continuously refine strategies. By integrating predictive analytics, AI-powered personalization, and omnichannel communication, consulting firms enable brands to anticipate guest needs, resolve issues proactively, and deliver lasting value. The result is a more competitive, resilient, and customer-centric hospitality brand that maximizes revenue opportunities while fostering guest loyalty.

What makes a top travel & hospitality customer experience agency & consulting firm stand out?

A leading travel & hospitality customer experience agency & consulting firm stands out by leveraging deep industry expertise, proprietary research, and cutting-edge technology to create measurable business impact. G & Co. excels in these areas, leveraging its Industry Indexes and Acumen platform to benchmark brand health and consumer experiences across global markets. By utilizing AI-driven personalization, predictive analytics, and integrated omnichannel engagement, top agencies craft guest experiences that are both intuitive and emotionally resonant. 

Additionally, a customer experience agency & consulting firm with a truly global perspective, such as G & Co., brings insights from diverse markets to inform forward-thinking strategies. What sets the best firms apart is their ability to not only optimize the present guest journey but also anticipate future trends, ensuring that brands remain ahead of industry shifts. This ability to fuel transformation, enhance guest satisfaction, and create competitive differentiation makes a top agency indispensable.

How can a customer experience agency & consulting firm help my travel business increase customer loyalty?

Sustained customer loyalty in the travel industry is built on personalized engagement, frictionless experiences, and consistent value delivery—all areas where a specialized customer experience agency & consulting firm provides transformative impact. By leveraging guest loyalty programs, hyper-personalization, and predictive analytics, agencies develop strategies that deepen brand affinity and encourage repeat business. 

G & Co. takes a data-driven approach to loyalty, analyzing customer preferences and behaviors to craft specialized rewards programs and engagement initiatives. Beyond transactional loyalty, emotional connection plays a critical role, and an agency ensures that every guest interaction reinforces brand trust. Whether through frictionless check-in experiences, AI-powered concierge services, or post-stay follow-ups, loyalty is strengthened at every touchpoint. Additionally, continuous performance monitoring allows brands to refine offerings in response to guest feedback. A well-executed customer loyalty strategy not only increases retention rates but also transforms guests into brand advocates, ensuring sustained business growth.

What role does data-driven insight play in improving travel & hospitality customer experience?

Data-driven insight is foundational to elevating customer experiences in the travel and hospitality industry. By analyzing vast amounts of guest data—from booking behaviors to in-stay preferences—agencies can identify patterns, anticipate needs, and personalize interactions at every touchpoint. G & Co. leverages robust customer data analytics and its Acumen platform to provide clients with actionable insights that guide strategic decisions. These insights enable brands to segment their audience effectively, optimize marketing efforts, and tailor offerings to match evolving guest expectations. 

Additionally, predictive analytics empower brands to anticipate demand fluctuations, manage resources efficiently, and deliver proactive service. This data-centric approach not only enhances guest satisfaction but also informs continuous improvement, ensuring that brands remain agile and responsive to market dynamics. Ultimately, leveraging data-driven insights leads to more informed business strategies, increased operational efficiency, and a competitive advantage in a crowded marketplace.

How do customer experience agencies enhance personalization in travel and hospitality?

Customer experience agencies enhance personalization by integrating advanced technologies, customer data, and behavioral analytics to tailor every aspect of the guest journey. G & Co. employs AI-powered personalization and hyper-personalization strategies to ensure that each guest interaction is contextually relevant and meaningful. By leveraging customer journey mapping and real-time sentiment analysis, agencies can dynamically adjust content, recommendations, and services to align with individual preferences. 

Personalization extends beyond digital channels, influencing on-site experiences through in-room technology integration, customized amenities, and loyalty programs. By anticipating guest needs and preferences, agencies not only increase satisfaction but also foster a deeper emotional connection with the brand. Personalization strategies transform the travel experience into a seamless, personalized journey, enhancing loyalty and strengthening engagement in the highly competitive travel and hospitality sector.

What is the return on investment (ROI) for working with a customer experience agency & consulting firm in the hospitality sector?

The return on investment (ROI) for partnering with a customer experience agency & consulting firm in the hospitality sector is substantial, encompassing increased revenue, enhanced guest loyalty, and improved operational efficiency. G & Co. delivers measurable ROI through strategies that optimize every touchpoint of the guest journey—resulting in higher occupancy rates, increased ancillary revenue, and reduced churn. By implementing data-driven experience design and predictive analytics, agencies enable brands to make informed decisions that enhance guest satisfaction and repeat bookings. 

Furthermore, personalization initiatives generate incremental revenue through targeted upsell opportunities and dynamic pricing strategies. Continuous performance monitoring ensures ongoing improvements and agile responses to market shifts, maximizing ROI over time. Ultimately, investment in a customer experience agency & consulting firm translates to a stronger market position, better brand reputation, and sustained financial growth.

How do agencies leverage technology to improve customer experiences in the travel & hospitality industry?

Agencies leverage technology to transform the travel and hospitality customer experience through unified integrations and innovative solutions. G & Co. utilizes AI-driven customer support, chatbot automation, and predictive analytics to create efficient, personalized interactions. Technologies like real-time data analytics and intelligent automation enable brands to anticipate guest needs, optimize operations, and deliver proactive service. 

Digital touchpoints such as mobile apps, virtual concierge services, and contactless check-in systems streamline the guest journey, enhancing convenience and satisfaction. Moreover, immersive experiences, including augmented reality (AR) for virtual tours and in-room technology integration, enrich the overall experience. By adopting these technologies, agencies ensure that brands not only meet but exceed modern traveler expectations, strengthening engagement and loyalty while staying ahead of industry trends.

What impact does a customer experience agency & consulting firm have on increasing revenue for travel businesses?

A customer experience agency & consulting firm significantly impacts revenue growth for travel businesses by optimizing guest journeys and enhancing engagement. G & Co. implements strategies such as frictionless booking processes, dynamic pricing optimization, and personalized upselling, directly contributing to increased revenue per guest. By analyzing customer data and employing predictive analytics, agencies identify high-value opportunities and tailor marketing efforts to maximize conversions. 

Additionally, enhanced loyalty programs and tailored guest experiences foster repeat bookings and long-term relationships. Implementing hyper-personalization across digital and physical touchpoints leads to higher ancillary revenue and improved customer lifetime value. Overall, the strategic improvements facilitated by a customer experience agency & consulting firm translate into sustained revenue growth, higher profit margins, and a competitive edge in the travel market.

Global Leadership

We’re 100+ individuals from across the world driven by innovation and diverse perspectives. We craft your brands innovations for the world of tomorrow.

Adrian Garnica
President
As the President of G & Co., Adrian is a visionary leader responsible for driving growth, managing teams, and fostering client relationships. With a proven track record at McKinsey and R/GA, Adrian has successfully developed and executed strategic visions, led consultant teams, secured major clients such as Nike, Google, and Louis Vuitton, and ensured top-quality project delivery. Adrian's expertise lies in scaling, operations, and client-agency collaboration.
Kevin Sonof
VP, Strategy
Kevin serves G & Co. as VP of Strategy, bringing an accomplished strategist perspective for driving growth, delivering high-quality consulting projects, and cultivating client relationships. With expertise in market research, cross-functional collaboration, and staying abreast of industry trends, Kevin has successfully worked with renowned brands such as AT&T, Verizon, Google, Facebook, and Coca-Cola.
Jimena Robles
Head of Marketing & Experience
As the Head of Marketing & Experience at G & Co. Jimena employs her skill of spearheading enterprise creative strategies and roadmaps. She previously oversaw client engagements at Edelman and Essence.
Juan Manuel Gonzalez
Chief Executive Officer
As the CEO of G & Co., Juan is a visionary leader driving the company's strategic direction and growth. With expertise in executive leadership, business development, and relationship management, Juan has successfully developed and executed business plans, expanded the firm's market presence, and worked with renowned brands such as Saks Fifth Avenue, Levi’s, and Coca-Cola while taking the company to a worldwide presence and expanding to more than fifty employees. He has been recognized by the CFDA, ANA, Wall Street Journal, and Inc.
Estella Mahone
Chief Financial Officer
Estella is a seasoned financial leader responsible for developing strategies, ensuring compliance, and optimizing financial stability. With expertise in financial planning, analysis, and risk management, Estella collaborates cross-functionally to drive strategic decision-making and enabling client missions.
Francisco Chung
VP, Digital
Francisco is a dynamic leader driving business growth through digital innovation. With a proven track record of developing and executing digital strategies, Francisco leads teams, identifies opportunities, and delivers tailored solutions for clients. With a rich background working with brands like Apple, Sony, and General Electric, he brings extensive expertise in driving growth, optimizing operations, and fostering strong collaboration with clients. His achievements have been recognized during his tenure as Creative Technical Director at Isobar, frog, and Material.
Jeff MacBride
VP, Project Management
Jeff excels in developing and implementing effective project management strategies. With a strong track record in leading teams and collaborating cross-functionally, Jeff ensures successful project delivery, client satisfaction, and continuous improvement. Having served renowned clients and brands, Jeff's expertise in scaling operations and fostering a collaborative culture is backed by achievements at Lockheed Martin and as an adjunct professor in project management.
Shaelyn Ventrano
Senior Project Coordinator
As our Senior Project Coordinator, Shaelyn's expertise lies in coordinating project activities and ensuring seamless execution. With a background as a Cryptologic Linguist and Division Lead in the US Navy, Shaelyn brings exceptional organizational and communication skills to the team to help monitor project progress, facilitate collaboration, and maintain meticulous documentation. Clients value Shaelyn's proactive approach, timely updates, and attentive service. Her dedication to process improvement and sharing best practices showcases her commitment to excellence in project management.
Jacob Wright
VP, Growth
Jacob helps G & Co. in his capacity to drive market expansion and revenue growth through strategic initiatives. With a strong business development track record in working with renowned brands like Nespresso, MGM Resorts, Microsoft, Johnson & Johnson, and Unilever, Jacob develops comprehensive growth plans, leveraging industry best practices, analyzing key performance indicators to identifiy areas for improvement and fosters a culture of collaboration and achievement. Prior experience at leading agencies includes roles as an Account Manager, Strategist, and Director of Strategy.

Capabilities

1/5

Brand Intelligence

We blend advanced analytics with strategic expertise to provide a comprehensive view of your market and competition.

Product Elevation

Our comprehensive approach to product elevation leverages cutting-edge technologies and user-centric designs, transforming ideas into impactful solutions.

Commerce Excellence

Our expertise in commerce acceleration lies in blending strategy with technology to create cohesive, impactful solutions.

Enterprise Transformation

We bring a holistic perspective to enterprise transformation, combining digital expertise with strategic insights to reimagine business processes.

AI & Data Evolution

We specialize in the seamless integration of AI and data strategies, ensuring that every implementation is tailored to meet specific business needs.

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