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Every city has a story to be told.

Context's Pre-Trip Talks, Tours, and Audio Guides take you behind closed doors to truly experience the history and culture of the places you want to see most. Keep learning in 60+ cities across the globe.

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How Centuries of Urban Development Shaped Rome

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"Dimosthenis is not only knowledgeable but his communication skills are formidable. He is affable, very aware of his audience and engaging. It was like having a conversation and not a lecture... He takes your questions seriously and in doing all of this makes the Forum come alive. His professional, academic, archaeological experience from digs at the Forum enables him to give insights and fun and interesting facts and information. Highly recommend him."

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Make it better, not just safer: The opportunity to reinvent travel

We remember the first time we jumped in a cold lake on a hot summer day with our siblings. The first time we ate street food walking the streets of a new country with college roommates. We even remember the first business trip we took—straight out of college, and too nervous to enjoy the ride.

This desire to build memories, to connect with people, and to see new places drove 1.4 billion of us to travel internationally in 2019. 1 International tourism highlights: 2019 edition, World Tourism Organization, 2019, e-unwto.org. Creating safer travel experiences is now paramount to protect this privilege.

Now is clearly a moment of crisis for the travel industry. Available seat miles on US airlines were down 71 percent in April 2020 from the previous year. 2 Andrew Curley, Alex Dichter, Vik Krishnan, Robin Riedel, and Steve Saxon, “ Coronavirus: Airlines brace for severe turbulence ,” April 2020. Globally, hotels are at 29 percent occupancy, compared with 72 percent over the same period in 2019. 3 STR occupancy data for May 17 through May 23, 2020. However, we are seeing green shoots of demand in areas that are opening up, highlighting an enduring desire to travel; our April survey of Chinese leisure travelers shows that many people are already planning their next trip. 4 Xiang Mi, “Big data from Tongcheng: The average room rate of domestic hotels during the ‘May Day’ rose by about 42% year-on-year,” DoNews , April 27, 2020, donews.com; Kay Chen, Will Enger, Jackey Yu, and Cherie Zhang, “ Hitting the road again: How Chinese travelers are thinking about their first trip after COVID-19 ,” May 2020.

But the future of the travel industry will depend on more than just travelers’ pent-up demand. For some, the romance that travel used to inspire was already wearing thin even before the crisis. We spoke to people across multiple geographies who have traveled in the last two months, 5 Recent traveler interviews conducted May 4 to May 15, 2020, with travelers aged 25–55 from China, Germany, Sweden, and the United States. and the one constant across their experiences was added stress—whether due to limited entry points, multiple new checkpoints, or fellow travelers’ inconsistent compliance with published safety measures.

Safety must be the first priority. Wherever possible, however, intensified health and hygiene protocols should be implemented in ways that avoid making journeys more difficult in the aftermath of the pandemic—for example, the way that travel became logistically more complex after 9/11 because of additional security measures. The imperative to move fast has often meant unilateral decision making, rather than solutions developed through quick, iterative feedback. Any further advance of cold or sterile experiences as a result of the (appropriate) pursuit of safety could radically shift behaviors toward simpler experiences, such as choosing to drive instead fly, or could even dampen the overall recovery.

Travel companies need to excite and attract customers as well as reassure them. To achieve this, leaders should focus on making travel better—not just safer—which means giving travelers more control, offering greater authenticity and personalization, and taking a customer-centric, agile approach.

Moving beyond table-stakes safety initiatives

Many travel companies have already announced a series of health and hygiene measures, often promoted with well-known cleaning brands or health experts. But not all of these measures will survive in their current forms: some won’t be effective, some won’t resonate with travelers, and some will prove impossible to deliver consistently and at scale. Constant one-upmanship on cleanliness, though well-intentioned, can be problematic for two reasons. First, each new announcement resets the bar on hygiene standards, leaving industry players scrambling to keep up with initiatives—whether or not they actually improve employee or traveler safety. Second, the travelers we interviewed told us that the fragmentation across new cleanliness programs creates anxiety and confusion about what works and who to trust to keep them safe. If one airport claims that its security process is safer than another’s, for example, why would travelers trust that any airport is safe? Travelers should have confidence in the whole system, rather than be anxious about pieces within it (Exhibit 1).

In fact, a focus on health and hygiene only scratches the surface of the changes that are necessary in the aftermath of the current crisis. Companies can consider three types of interventions to reinvent and reinvigorate travel over the coming years (Exhibit 2).

In addition to table-stakes safety initiatives, a second category of actions can reassure and comfort the public. Brands might differentiate themselves and re-engage their travelers with visible, communications-based cues—such as notifications about the health status of the destination city and personalized notes about the importance of testing and other safety measures. Finally, companies need to move beyond reassuring customers to exciting them, perhaps by looking for opportunities to create exceptional travel experiences.

Making travel better, not just safer

As travel companies redesign their traveler experiences to address risks and anxieties related to COVID-19, they should remember that the pain points and trends that existed before the crisis—such as the shift toward a more digital and personalized journey, and an increased emphasis on wellness and sustainability—have not gone away (Exhibit 3). Airports, for example, are going to have to rethink customer experience in the coming years, but many already understood the importance of improved service and contactless operations. 6 For more, read Melissa Dalrymple and Kevin Dolan, “ Beyond contactless operations: Human-centered customer experience ,” May 2020; “ How customer experience takes flight at the Orlando airport ,” February 2017.

Another example is the high-anxiety purchase journey for flights and lodging, meaningful purchases that often cannot be returned. Simplifying these experiences represents a significant opportunity: before the crisis, we estimated (in partnership with the International Air Transport Association) that the value at stake in making airline ticket retail easier might be $40 billion 7 Riccardo Boin, Alex Cosmas, and Nina Wittkamp, “ Airline retailing: The value at stake ,” November 2019. —equivalent to 4 percent of 2019 revenues—by 2030.

Many initiatives can make the travel experience simultaneously better and safer. Housekeeping services, for instance, will need to adjust for safety concerns, but revised protocols can also reduce environmental impact (such as through less-frequent laundering of sheets during each stay), decrease cost, and give guests more flexibility (by letting them choose their own housekeeping schedule).

Companies will also need to look outside the industry to understand changing consumer expectations. Travelers develop preferences and needs based on their interactions with all companies, not only when they’re on airplanes or in hotels. Companies should consider, for example, how travelers interact with grocery-store clerks, food-delivery persons, or virtual-shopping experts.

Admittedly, the current economic context makes it difficult to expect companies to do more. Indeed, not every good idea will be economically feasible, and there’s little slack in the system for big launches that fail. The good news is that some of the necessary changes will require no significant capital outlay but instead a change in mindset toward customer experience–centric behaviors. Where investment is needed, developing a clear perspective on which actions to prioritize will require balancing of the travelers’ needs with consistent delivery (perhaps with a smaller organization) and the business case’s viability.

Travel companies should bear three principles in mind when designing new protocols and experiences.

Give customers more choice and control

Companies should empower customers to build their own itinerary using smarter, connected digital tools and make it easier for them to modify or cancel their plans. In addition, companies must recognize that the factors that promote customer loyalty may now have shifted; near-term uncertainty may mean, for example, that the ability to cancel a reservation matters more than brand choice or price. The moments that matter might mean more digital than ever and in new places within the customer journey. Solutions and policies that provide choice and control will help to build the trust and confidence necessary to get travelers back on the road and in the air.

Be human and genuine, and personalize the experience

Before the crisis, personalized and unique experiences constituted a dominant trend. Boutique hotels, for instance, were the fastest-growing hotel segment in the United States, with supply increasing 10.6 percent between 2018 and 2019, compared with an overall hotel supply growth of 2.0 percent. 8 Kim Bardoul, “Boutiques can give hoteliers rebound opportunities,” Hotel News Now , April 22, 2020, hotelnewsnow.com. Travelers are drawn to those hotels that put a human face on the institution, that can combine the high standards and consistency of a hotel chain with the personality and privacy of a vacation rental. Major hotel chains have recognized these changing preferences and launched new “soft brands” that serve as a collection of boutique hotels.

Travel companies now have an opportunity to take this personalization a step further, but—in a world where formerly welcoming smiles are behind masks—they will need to find new ways to connect. We have heard hotel staff calling first responders who were quarantining in their hotels to check on them and including notes of encouragement in their bagged lunches, and of airline pilots addressing passengers pre-flight to reassure them and answer any questions about safety.

Getting this right is a balance: mass emails from the CEO can only go so far, and consumers are already reporting fatigue around “we’re all in this together” messaging that is beginning to ring hollow. According to a recent Adobe study, brand marketers are 20 percent more likely than consumers to believe that consumers want to see ads on companies’ COVID-19 responses. 9 Adobe Blog , “Navigating advertising strategy during the COVID storm,” blog entry by Keith Eadie, May 21, 2020, theblog.adobe.com. The bar for authenticity in brand communication and behavior across channels (including in person) must remain high. As such, communication should be focused on what a company is doing for the traveler, rather than delivering superficial platitudes.

Frontline staff can also be powerful messengers and are a great source of insight for improvements or opportunities that a home office will not spot as quickly. Travel workers have been through a lot since the start of the crisis, both professionally and personally, and maintaining an open dialogue around their experiences—and acting upon their feedback—will be vital to ensuring that they feel safe and confident.

To move forward, the industry can actually look backward and take inspiration from a time when airline travel was exciting and new, and travel companies went out of their way to solve for traveler needs rather than just optimizing against the competition.

Listen to customers, and take an agile approach

We have found that companies that surpass their peers in customer-experience design tend to share a set of features 10 Benedict Sheppard, Hugo Sarrazin, Garen Kouyoumjian, and Fabricio Dore, “ The business value of design ,” McKinsey Quarterly , October 2018. : they have agile, cross-functional teams that develop and iterate with end users and deliver seamlessly across touchpoints. Companies that deliver at the highest level across those themes recognize real returns, outperforming their peers by nearly 3:1 in revenue and 1.5:1 in return to shareholders. In this time of great uncertainty and fluid demand, it will be more important than ever to listen to travelers and understand their rapidly evolving needs.

While many travel companies have begun to embrace agile principles in IT and digital, these principles are becoming a useful tool across the entire enterprise as we go into the “next normal.” As travel companies manage their new reality, they will need to be nimble. Cross-functional agile squads that break down traditional silos and collaborate more efficiently can help their companies move quickly to address changing traveler needs across the journey. When launching a new initiative, for example, these teams can conduct quick, one-on-one customer interviews—even in the hotel lobby or boarding area—that can be used to cocreate and pilot solutions at a relatively low expense, using metrics like adoption rate and rapid-fire feedback to course correct in real time. 11 For more on agile principles, see Hugo Sarrazin and Belkis Vasquez-McCall, “ Agile with a capital ‘A’: A guide to the principles and pitfalls of agile development ,” February 2018.

Picture yourself in your favorite vacation spot. Perhaps you’re lying on a beach towel, hiking up a mountain, or skiing down one. Your journey there was different, but the new measures gave you more control and flexibility while ensuring your safety.

The companies that thrive after this crisis will likely be those that work with travelers and employees to cocreate distinctive solutions in a rapid and agile manner, that find new ways to enable choice across the customer experience, and that communicate progress in an authentic and transparent way.

No crystal ball can tell us what the future of travel will be, and we will not find the right solutions to today’s fluid situation overnight. This will take time, patience, and probably many attempts as we learn together. But travel companies need to embrace the challenge to come back better.

Melissa Dalrymple is a partner in McKinsey’s Chicago office, where Ryan Mann is an associate partner. Melinda Peters is a consultant in the New Jersey office and Nathan Seitzman is a partner in the Dallas office.

The authors wish to thank Vik Krishnan, Ellen Scully, Nate Lagacy, Kyle Snyder, Andrew Leon Hanna, Anna Obed, and Luis Diego Cabezas for their contributions to this article.

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Context Conversations at 2 (months)

Exploring the world from home

In early April, we embarked on a new journey. As real world travel went on indefinite pause, we launched an online offering called Context Conversations - a 90-minute interactive seminar with a Context scholar. Our goal was to give our scholars the ability to work at a time when providing ‘IRL’ (in real life) experiences was not possible, and to provide our intellectually curious customers with a way to engage with history and culture while at home. 

As of December 1, 2020, all Context Conversations are recorded. All participants in the Conversation, regardless of attendance, will automatically receive a link to view the recording within 48 hours of the event's conclusion. The link will expire after 15 days.  If you were unable to attend and have any questions for the expert after watching the recording, please feel free to send them to us here, and we will be happy to forward your questions to the expert. 

As with our traditional business, we aimed to offer in-depth discussions that only an expert could provide, and offer topics that are somewhat off-the-beaten path - going deep on the life and work of Caravaggio and Vermeer, Russian architecture, or the Maya Cosmovision. 

What Have We Noticed?

Two months later, we’ve seen a tremendous response from our loyal customers and expert community:

• Over 300 seminars run by over 150 scholars in over 50 locations
• Over 5,000 seminars attendees
• Most popular events : D-Day History: Bletchley Park and Cracking the Code with Don Brown ; Treasures of the Uffizi with Alessandra Becucci ; Nazi Paris with Nigel Perrin 
• Fan favorites : The State Hermitage Museum with Vadim Malinovsky ; Caravaggio’s Early Years with Sara Magister ; Harry Potter and the Magic of Historic Edinburgh with Jenny Litster
• Course desire: our first course 'Istanbul Through the Ages' with author Thomas Madden sold out in under 6 hours, and now it has its own Context Journey ! 

The response has been humbling. It’s also caused us to think about the future of Context Travel differently than we have in the past. Even in normal times, travel is a privilege that’s only possible for small portions of our overall time. We see Conversations as a mainstay of our future offering - an integrated approach to travel and education before a trip, during a trip and after a trip. Or even without the trip. 

Some of our favorite feedback... 

“I’ve wanted to visit the Uffizi for years and now I probably will not be able. However the wonderful analysis of the various Renaissance paintings was more in depth than my personal visit would have been. I learned so much about these paintings and their artists.”

“I now have a new lease on how to enjoy travelling during the Pandemic epoch!!...I can now have something to look forward to each and everyday”

“I think I learned more about the historical context of the city in the last two hours than I did when I was physically in Venice . That really surprised me.” 

“I have been in the Sistine Chapel 5 times but never learned as much as I did today.” 

What's Next?

We have lots planned heading into the summer - partnerships with cultural institutions and cultural clubs, seasonal programming, and even multi-part courses. We’re only beginning to imagine the future possibilities. 

Want to learn with a true expert? Get a comprehensive view with one of Context's  tours , or learn more about your favorite  destination  or  topic  with our virtual, live-taught  courses  and  seminars .

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Ukraine war latest: Armed ship destroyed in Crimea, Kyiv says; controversial US television host launches show in Russia

Ukraine says it hit and destroyed the Russian missile ship Tsiklon in Crimea over the weekend. Meanwhile, analysts say Moscow is seeking to draw out Kyiv's forces - as Putin makes another significant change to his cabinet.

Thursday 23 May 2024 08:15, UK

• Kyiv claims it has destroyed last Russian warship armed with cruise missiles in Crimea
• Tucker Carlson launches new show in Russia
• Putin sacks minister in new sign of shift in war strategy
• European country now pushing to let Ukraine strike deep into Russia with Western weapons
• Russia using 'understaffed and incohesive forces' in bid to draw out Ukrainian troops
• Big picture: What you need to know as war enters new week

Our live coverage will remain paused today, but let's catch you up on where things stand and on any updates overnight.

• Russia said 35 rockets and three drones were fired into Belgorod and overnight, claiming to have destroyed all of them;
• Blasts were heard in Kherson as Russia shelled the city, said its regional governor Roman Mrochko;
• The leader of Russia's Chechnya region, Ramzan Kadyrov, met  Vladimir Putin and offered to send more fighters to the frontline;
• Volodymyr Zelenskyy issued a fresh plea for upgraded defence systems to protect Ukraine's cities against guided bombs, which he described as the "the main instrument" now used by Moscow';
• A Russian airstrike on Ukraine's northeastern city of Kharkiv yesterday destroyed a cafe, damaged a nearby residential building and set a petrol station ablaze, with local officials saying ten people were wounded.

As we've not been providing rolling coverage of the war in Ukraine today, here is a quick update on what's been happening since this morning. 

One of the most significant new stories is the UK accusing China of providing or preparing to provide lethal aid to Russia for use in the war against Ukraine. 

Defence Secretary Grant Shapps told a news conference this morning that US and British defence intelligence had evidence "lethal aid is now, or will be, flowing from China to Russia and into Ukraine".

He called this a "significant development".

We also heard from the Kremlin this morning, which said "in-depth dialogue" was needed to reduce rising tensions between Russia and the West - particularly with regards to nuclear issues. 

Kremlin spokesperson Dmitry Peskov accused the "collective West" of refusing to engage with Russia despite the potential dangers. 

Here are more of the top stories: 

• Russian forces have taken over the village of Klishchiivka in Ukraine's eastern Donetsk region, close to the city of Bakhmut, according to Russian news agencies 
• At least nine people have been injured in a Russian air attack on the Ukrainian city of Kharkiv
• Russia accused Ukraine of using a drone to attack a non-nuclear facility at the Zaporizhzhia nuclear plant, causing no critical damage
• Moscow said it is bolstering its efforts to protect its energy infrastructure from drone attacks
• Six children were handed over to Ukraine by Russia and reunited with their families, after a deal was brokered by Qatar. 

We're pausing our coverage of the Ukraine war for the moment.

Scroll through the blog below to catch up on today's developments.

Vladimir Putin has praised the late president of Iran, Ebrahim Raisi, and said he was a "reliable partner".

Raisi was killed in a helicopter crash near the Azerbaijan border over the weekend along with his foreign minister and seven others.

Speaking on the leader, Mr Putin said he was "a man of his word" who carried out any agreements the pair made.

"He was truly a reliable partner, a man sure of himself, who acted in the national interest," Russian news agencies quoted Mr Putin as telling Vyacheslav Volodin, chairman of Russia's lower house of parliament.

"He was, of course, a man of his word and it was always good to work with him. What I mean is if we came to an agreement on something, you could be sure the agreement was carried out."

The Kremlin leader asked Mr Volodin, who will be attending memorial events in Iran, to pass on "words of our sincere condolences in connection with this tragedy".

Since the start of the war in Ukraine, Russia has strengthened political, trade and military ties with Iran in a deepening relationship that the US and Israel view with concern.

Heavy fighting in the Pokrovsk area in eastern Ukraine has forced Ukrainian troops to engage in "manoeuvres," the Ukrainian military's general staff have said.

Their report said Pokrovsk, northwest of the Russian-held city of Donetsk, remains the front's "hottest" sector.

"In some areas, the situation requires our troops to engage in manoeuvres," the general staff report reads.

Volodymyr Zelenskyy has referred to the region and adjacent areas as "extraordinarily difficult" in his nightly video address.

Volodymyr Zelenskyy has said allies are taking too long when it comes to decisions on military support for Ukraine.

In an interview with Reuters, the Ukrainian leader said every decision which everyone came to was "late by around one year".

"But it is what it is: one big step forward, but before that two steps back. So we need to change the paradigm a little bit," he said.

"When we're quick, they fall behind. And then there's a gap - six, eight months of unpassed (aid) packages, and then two-three months of supplies - and a year goes by. We would like not to lose the advantage."

Mr Zelenskyy also said Ukraine had never used Western weapons on Russian territory.

A senior Russian diplomat has said that the EU plan to channel profits from frozen Russian assets to Ukraine would have "unpredictable" consequences, according to the TASS news agency.

According to TASS, Kirill Logvinov, Russia's acting permanent representative to the EU in Brussels, told Russia journalists: "The only predictable thing is that those in the EU will be obliged sooner or later to return to our country what has been stolen."

For context : In March the European Commission proposed transferring to Ukraine profits generated by Russian central bank assets frozen in Europe.

The plan would see 90% channeled through the European Peace Facility fund to buy weapons for Ukraine. 

The rest would be used for recovery and reconstruction.

Russia's defence ministry has said it has begun a round of drills involving tactical nuclear weapons. 

The exercises were announced by Russian authorities this month in response to remarks by senior Western officials about the possibility of deeper involvement in the war in Ukraine.

It was the first time Russia has publicly announced drills involving tactical nuclear weapons, although its strategic nuclear forces regularly hold exercises.

According to the ministry's statement, the first stage of the new drills include nuclear-capable Kinzhal and Iskander missiles.

The maneuvers are taking place in the southern military district, which consists of Russian regions in the south.

A Moscow court has ordered a Russian journalist who covered the trials of the late Russian opposition politician Alexei Navalny and other dissidents must  remain in custody pending an investigation and trial on charges of extremism.

Antonina Favorskaya was arrested in March. 

She is accused of collecting material, producing and editing videos and publications for Navalny's Foundation for Fighting Corruption, which had been outlawed as extremist by Russian authorities, according to court officials.

Today, Moscow's Basmanny district court ordered that she remain in custody until at least 3 August.

Kira Yarmysh, Navalny's spokeswoman, said earlier that Ms Favorskaya did not publish anything on the foundation's platforms and suggested that Russian authorities have targeted her because she was doing her job as a journalist.

Former Fox News presenter Tucker Carlson has launched his own show in Russia.

The controversial US media personality, who this year became the first Western journalist to interview Vladimir Putin since Russia invaded Ukraine, will host his show on the state-owned Russia 24 (Rossiya 24).

In the first episode, Carlson will discuss the dangers of ticks and Lyme disease.

Who is Carlson?

Carlson, who has been a vocal supporter of Mr Putin in the past, was sacked from Fox News in April last year.

He took up the prime-time weekday evenings spot on Fox News in 2016 with his show Tucker Carlson Tonight, and quickly established himself as a key player in the network and an influential voice in Republican politics.

The presenter often embraced conspiracy theories and far-right issues. He repeatedly questioned the efficacy of COVID vaccines and compared mandates to "Nazi experiments".

While he found success with viewers, his inflammatory comments caused some advertisers to distance themselves from the programme.

After his departure from Fox News he rebooted his show on X last year, calling Elon Musk's site the last big remaining platform to allow free speech.

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