Samenvatting

The first chapter introduces the project team and the client. Furthermore, the project ́s aim and purpose are described, along with an explanation of the chapters.
The second chapter compiles collected information on the current situation of TICs, highlighting their challenges and current debate about their relevance. The third chapter offers an insight into emerging trends in travel information search behaviour, customer service, visitor experience and technology use. The fourth chapter clusters data gained from hospitality professionals and members of the Kennisnetwerk Destinatie Nederland through interviews. This chapter analyses the existing gap between the current operation of TICs and the needs perceived by experts of the industry, underlining attention points for the future and enabling the creation of a model.The fifth chapter illustrates a scalable model with suggestions based on collected resources and information provided by professionals. The model will serve as a tool to assist TICs in the transformation of adapting to changing visitors. The last chapter proposes a conclusion that summarizes the main parts of the report.