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Many see analytics, loyalty and payment technology investments as critical enablers to better guest experiences and profitable, repeat visits.

Secure access: Wearables can also be programmed to act as electronic door locks for more secure access to hotel rooms. Guests no longer have to dig through their pockets to locate a key card.

Attendance: Event organizers can gain precise info not only on the number of people attending sessions and activities at an event, but who they are: VPs, women aged 18-35, or any other demographic collected at registration.

Concierge/VIP: Event organizers can deliver enhanced VIP treatment by tracking honored guests’ movements and greeting them with everything they need, wherever they go in the event space.

A mobile device, more specifically an event app, can act as an information hub for all things related to the event, including agenda updates, session breakouts, news, and promotions. It can also be used to encourage attendee engagement through proprietary content, peer networking requests, social sharing, and more.

registration and onsite check-in go hand in hand. If planners don’t use an effective registration tool with robust data management software, it stands to reason they probably won’t have a smooth check-in process either .

Using event management software that has email marketing integrated with prospect and attendee lists, as well as an event app, will give an event marketer an advantage.

Start small by selecting one or two metrics, such as technology and its relationship with attendee satisfaction, to track throughout the event’s lifecycle.

Evaluate and diagnose the areas where technology can drive improved attendee satisfaction and engagement.

he more data we can capture about the event attendees from the moment they heard of the event, to registration all the way through post event, the better we can create an event that meets and exceeds their needs. In turn, we can sort event data and pick out 'ideal attendees' to pinpoint what marketing tactics were most effective and how we can better attract those types of attendees to future events.”

radio-frequency identification (RFID) technology, which can unlock immense value to the attendee, organizer, as well as company

Attendees can scan their band to check into the event, reducing check-in times to mere seconds; they can use their band to indicate interest in a product or service, engage in social activations (an RFID-activated ‘virtual bartender’ is my personal favorite), purchase items or scan into sessions, to name a few things. Organizers can conserve show floor space

RFID bands can help to uncover incredibly meaningful data about how attendees felt about not only the conference itself, but all kinds of small aspects of the conference. These can be useful for conference follow-up, but can even be used in real-time by integrating back to Salesforce or Marketo.”

Reality Bites: Looking to Virtual and Augmented Reality

We take an already cool experience and elevate it by making an attendee feel like they are actually in a virtual environment. Pushing the boundaries even further, we take the concept and capabilities of VR and combine it with physical elements to create a completely new environmental experience in real-time—which now brings in the AR component.

New advances in event technology stand to transform every element of the industry from snoresville to spectacular. The result will be truly personalized, deeply interactive and intensely meaningful brand experiences for each and every attendee

AI will allow us to understand our participants and tailor their event experience to meet their needs and surprise and delight them with experiences that are tailored specific to them. I'm also excited to see how facial recognition will impact our experiences onsite.

to pinpoint what marketing tactics were most effective and how we can better attract those types of attendees to future events.”

radio-frequency identification (RFID)

RFID bands can help to uncover incredibly meaningful data about how attendees felt about not only the conference itself, but all kinds of small aspects of the conference. These can be useful for conference follow-up, but can even be used in real-time by integrating back to Salesforce or Marketo.”

RFID bands can help to uncover incredibly meaningful data about how attendees felt about not only the conference itself, but all kinds of small aspects of the conference.

This ‘real’ or ‘near time’ data, coupled with marketing automation capabilities, is pushing the envelope on how organizations are able to track ROI. At the same time, niche technology providers are becoming more mature.

We no longer have to jump over the hurdle of how to deliver content to our audience.

mpact how we manage our attendees and the interaction we have with them from event check-in to monitoring interactions at the event, but also helps with safety and security at our events.”

If the industry can't keep up with the opportunities presented by technology, it risks (like Survivor) being outplayed and outlasted.

the ability to gather first-party data from those systems, map it against second and third-party business intelligence, and generate results that can bring every property exponentially closer to fulfilling the needs of its target audience

Content management systems provide them with the ability to hyper-personalize their marketing communications

many vacancies now carry new qualification requirements for candidates to be knowledgeable in social media and content marketing.

Near-field communication(NFC) technology works with smart devices to provide customized, location-based suggestions for activities and excursions

Voice-activated assistants do more than turn on lights, TV and air-conditioning. They wear a marketing hat, too, by enabling the easy use of peripheral services such as in-room dining, restaurant reservations, and bookings for spa sessions

The ability to track guests and their preferences translates into predictive analytics, which make it possible to be proactive rather than reactive

video ads are significantly more popular than their text counterparts, with 80% of all web traffic expected to be directed to video content by the end of 2019.

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NFC improves how consumers pay, transfer files or connect to other devices. For instance, with this technology, guests can use their smartphone as a smart room key or to pay for various services. 

Recognition technology This is a new level in check-in identity verification.

Moreover, the app can collect useful information such as type of request, usage frequency or even popular menu items for management to leverage on this information to improve their guest service. 

Hotels need to work harder to match guests expectations, and one way to do this is to incorporate advanced technologies like AI and IoT-based applications.

Smart hotels

There are several innovations changing the way hotels serve their guests. Hotels leverage technologies such as artificial intelligence and application development to offer their guests an array of possibilities, from automated check ins, to controlling room temperature, ordering room service, booking a spa session from the mobile app, and even booking a ride.

The technological revolution has increased customer's expectations with an emphasis on the search for convenience. 

Automated check-in and check out

Chatbots

Smart concierge and mobility solutions

Near-field communication (NFC) technology

Recognition technology

Blockchain and cryptocurrency

A branded app

Mobile check-In

Online reputation

first database management systems

The hospitality industry is at “a tipping point in terms of cloud adoption”, with hoteliers expected to invest 7 – 8% more in cloud technology over the next 2 to 3 years.

Cloud-based hotel management systems

hosted by the vendor’s server rather than the hotel’s

On-site hotel management software, managed by the hotel’s IT team, comes with considerable upfront, maintenance and running costs.

business can save 50% with cloud computing solutions

limitless flexibility to work with the vendors of their choice

cost of general operational and maintenance fees,

are part of the package and covered by the vendor

personalized experiences with the help of captured customer information

With traditional software, hoteliers are limited to standalone software packages

The reality is that with traditional hotel management software, adding and removing resources is difficult and hoteliers are essentially stuck with one system until the license expiry date

cloud-based hotel management systems are entirely scalable – they have an unlimited capacity to expand

One of the biggest strengths of a cloud-based hotel management system is that it can be easily connected to other software applications, even if these applications don’t share the same provider.

Cloud-based applications are offered as software as a service (SaaS)

The hospitality industry is at “a tipping point in terms of cloud adoption”, with hoteliers expected to invest 7 – 8% more in cloud technology over the next 2 to 3 years.

Cloud-based hotel management systems – or, simply put, systems hosted by the vendor’s server rather than the hotel’s – give hoteliers a single, scalable system from which to manage every aspect of their hotel business.

A Frost & Sullivan study showed that business can save 50% with cloud computing solutions. The apparition of the cloud and its flexible pricing has slashed businesses’ hardware costs, making it possible for even hotels with small budgets to run an advanced management system.

SaaS hotel management systems are pay-as-you-go. Therefore, rather than having to pay a large sum for a long-term commitment, hoteliers can pay smaller amounts on a regular basis.

The cloud lets hoteliers record this data – their preferences, transactions and behavior – every time the customer interacts in some way with their hotel, such as ordering room service, eating in the hotel restaurant or even booking a day trip or spa session.They can then use this data to make suggestions based on the customer’s preferences and behavior.

Secondly, they enable you to provide guests with the convenience and seamless experience they expect, even before they step into the hotel reception. Armed with a cloud-based system, you can give your guests the convenience they now expect from a hotel stay, such as booking rooms on their mobile phones or accessing their room from an app, to name a few examples.

with traditional hotel management software, adding and removing resources is difficult and hoteliers are essentially stuck with one system until the license expiry date. You’re in a contract, with very little wiggle room.

Cloud-based software gives hoteliers a hotel management system that facilitates rather than restricts business operations. Unlike their on-site predecessors, cloud-based hotel management systems are entirely scalable – they have an unlimited capacity to expand. They give hoteliers the agility and freedom to add or remove resources in line with their growth and scale their hotel management systems to the services they offer.

One of the biggest strengths of a cloud-based hotel management system is that it can be easily connected to other software applications, even if these applications don’t share the same provider.For hoteliers, this capacity and the possibilities that it brings are revolutionary. They now have limitless flexibility to work with the vendors of their choice and can bundle applications together thereby creating a truly customized management suite that meets their needs.

Cloud-based technology gives hoteliers the key to run smart businesses that are in tune with modern-day travelers, and more profitable.

The flexible and highly configurable UgoVirtual platform can be used to host a standalone online event or alternatively, to augment an on-site event by creating a virtual version of it for remote attendance, participation and learning.

Virtual events are the future of our industry since they can be used to expand both the attendance and reach of on-site conferences and meetings. With the advancement of digitization, virtual concepts are poised to become the new reality for the hospitality and travel sector.”

Registered attendees can access the event via any internet-enabled desktop, tablet or device to visit various locations and participate in a range of activities, such as live keynotes and breakouts, on-demand sessions, 1:1 chat, social networking, peer collaboration and much more

Royal Caribbean’s WOWbands ($4.99/£3.70 or free depending on ship and class of travel) look like watch straps, but use radio frequency technology to open your cabin door. You can use Carnival Corporation’s wearable Ocean Medallion (free to all guests) with the Ocean Compass app to order food, drink and retail items on demand. It also unlocks your cabin door as you approach

Interactive maps are becoming far easier to use than expected thanks to the digital way-finder on the MSC for Me app. Just indicate where you want to go, and a map will demonstrate how to get there from your current location.

A rather futuristic option is available on some AIDA Cruises and Costa Cruises ships in the form of a robot called Pepper, which provides guests with information, including how to ge

t from A to B

on board.

MSC Meraviglia has 114 interactive screens that allow you to book dinner as well as other activities, such as the theatre or spa, with few clicks and a swipe of your wearable bracelet

Carnival is launching MedallionNet soon (prices currently unavailable), which it says will be the fastest internet connection at sea and will provide pervasive cabin coverage. 

With MSC Cruises’ wearable bracelet, however, you can monitor your children in real-time and know where they are at any moment. T

With MSC’s interactive bracelet (or the Cruise Card) you can pay for everything, from your shopping session at the 100-metre high street to your evening meals. The wearable technology means staff quickly know who you are and your first language, which adds a sparkle to the customer service.

Personalised recommendations (such as which bottle of wine to try) will be offered on MSC Meraviglia in the not-too-distant future as part of the digital concierge service.

A modern take on arts and crafts can be enjoyed with the HP Sprout, scanner and 3D printer. Here children (around 7-12 years old) can design their own creations in the computer and then print 3D versions to take home

The days of cruise passengers feeling disconnected from the rest of the world while at sea are gone, which is good news for first-timers who may not have got their sea legs yet. 

n one case, [at a conference education session], a number of people were saying that they weren't clear on a specific topic. We were able to send that speaker back out onto the stage to clarify that point

Solomon: Is the human element getting lost?  Allen: Absolutely not! A key differentiator of casual dining is the personalized service model. Our technology innovation is not only a win for our guests, but also a win for our team members. With technology, we’re able to remove some of the mundane tasks of the server and allow them to make our guests feel special with a memorable dining experience. Furthermore, technology is completely optional and guests can choose to opt out if they wish. These tablets do not eliminate the personal service our guests receive from servers. In fact, these tablets have served as a good tool for our team members to help eliminate some transactional pain points, such as paying the bill or ordering dessert, and have helped our team members do their job more efficiently. This allows our team members to focus on the duties that make a personal impact on the dining experience, such as getting to know the table, taking entrée orders and delivering meals, among other duties.

Micah Solomon:  Can you bring me up to speed on how the Chili’s digital service came to be deployed, and how it’s going so far? Wade Allen, vice president of digital innovation and customer engagement, Chili’s Grill & Bar: We started our digital guest experience journey in Sept. 2013 as the first mover in the casual dining industry to bring tabletop technology to our restaurant tables. The goal was to remove common guest pain points around paying the bill and re-ordering drinks. We’ve seen rapid adoption with 75 percent of guests using the tablets to quickly pay their bill. Furthermore, we’ve been able to gather valuable insights through real-time feedback where 25 percent of guests use the tablets to complete the Chili’s survey at the end of their dining experience. This feedback allows us to make improvements on an individual restaurant level, as well as, provide proof points for national-scale decisions around our Fresh Tex and Fresh Mex menu favorites. Once we had the tablets in place, we took a different approach and launched a fully digital loyalty program, “My Chili’s Rewards,” in May 2015. The goal was easy access/participation for all guests. We also included unique elements around gamification to keep guests engaged. In six months, we went from no loyalty program to 4.2 million members. Furthermore, approximately 18 percent of transactions in restaurant are tied to loyalty members. We’re building on this for what we call “loyalty 2.0” with our latest partnership with the Plenti rewards program, as the newest partner to join representing the casual dining industry. This will allow guests to earn points at partner locations and redeem for their Chili’s favorites.

Solomon: What are the backup plans for when guests want human rather than kiosk service? Allen: Our model is based on personalized service to make guests feel special when dining with us. So, the personalized aspect will always be a part of what guests experience at Chili’s. The technology innovation is completely optional and guests can choose to opt out if they wish.

Attendees can use a tool like Speecheo to help them view presentations and take notes.

Digital technology is also changing the landscape of events thanks to sensor integration.

incorporate social media into event marketing. Some of the highlights include: Event or company hashtags Hosting a special "happy hour" networking event Gaining media exposure Teaser videos Creating an event-specific page on your site Sharing photos or videos of the event Social giveaways or contests for the event Video testimonials or interviews Lead follow-ups Content for your blog following the event

allowing you to create a website for your event, sell tickets, launch an email marketing campaign, and have on-site check-in and an award-winning app for visitors to use.

technology that was heavily present at this years CES was robots and drones--yes, drones.

people who can't physically attend an event--they call into Skype, for example, and have a robot roll around an event so that they can hear and see what's going on.

drones, they are being used to capture aerial photography or even to deliver drinks that have been ordered through a smartphone app.

tools like Bizzabo are consolidating all of the previous tools needed to effectively manage, plan, and run an event.

In the future, virtual reality could provide attendees an amazing experience with a lot of physical products being brought in.

With all of this access to data and technology, an events planner can now provide attendees a more personalized experience. In fact, don't be surprised if someday the large events are replaced by several smaller events that are focused on data segmentation.

The organization of a virtual and hybrid event requires a DCO, not a typo (!), this is a Digital Conference Organizer, a team with specific knowledge and competences and the ability to offer strategic guidance on planning events with full or partial digital components” outlines Annalisa Ponchia.

Content First. Linking the content with the right communication format and style should come first, adapting the tone of voice, session formats and tools.

The Digital Event Team: strategic mind-set and tech skills. From the Digital Event Strategist to the Content & Resource Manager or the Digital Tools expert, there are several specialist skillsets and profiles that are needed for this kind of event.

Digital platform and the best user experience: how to choose the most suitable solution? Whether it is a fully virtual event, a hybrid or multi-hub  digital event, you must assess your needs first and then choose

Digital Sponsorship opportunities and Virtual Exhibitions. It is important to consider and find new ways

The importance of Communication

Sustainable actions and CSR initiatives for virtual events.

Organising a digital event can open a wide range of new opportunities because you are not limited by the usual physical barriers, you can very easily expand the audience and with the correct event duration and timetable you can even prolong the event lifespan” adds Annalisa Ponchia. “There is one extra tip that I would suggest and that is leveraging data and feedback to make sure that the event is fully measurable. If you set clear KPIs at the outset and leverage all the channels from analytics to social media and the event app then you will be in a great position to measure the event impact”. 

Planning a virtual or hybrid event is much more complex than you would imagine. Mastering virtual is the first step, but it is also crucial to leverage online event strategies to create memorable and engaging hybrid experiences. Our teams are consulting clients to embrace the innovation and are fully committed to explore the new possibilities and find new, creative solutions

it will be possible even in hotels to unlock your room using face recognition technology powered by Artificial Intelligence.

Chatbots can predict and analyze inputs provided by guests, to offer a highly tailored customer experience. The chatbots can provide solutions to a guest depending on their specific requirements, tastes, and so on.

This smart trend helps the hotel staff to understand whether the guests are happy or not right from the moment of their checking-in to checking-out.

gift shop within a certain range, coupons, and discount vouchers will be sent to them on their registered mobile application to ease the process of purchase.

focus on digitalisation of the tourism sector as the new driver of the economic recovery for tourism businesses, which have been one of hardest hit in the country as a result of closed travel for local and international visitors.

government has embarked on starting up a Rwf100billion Covid-19 economy recovery fund, which will largely support the tourism and hospitality, industry, and water, electricity, road infrastructure projects among other income-generating activities.

session will expose the sector to listen into new concepts and ideas that they (participants) have, so as to tackle different challenges emerging from Covid19 but also for the overall sector.

We want to be inspired with new ideas. Not only digital way to also expose more ideas, answering the potential challenges that we have, not locked to one way (digitalisation) but many more alternatives of improving the sector going forward,” Kariza told KTPress today. 

online workshop aims at opening up new opportunities for technology companies to better understand the need in the tourism sector and in doing so develop solutions fit for driving the sector’s growth.

largely focus on strategies that could leverage technology to encourage domestic tourism covering but not limited to travel and hospitality sectors.

ICT Chamber has been working with the Chamber of Tourism to promote digitalization of the industry, by supporting companies that are serving in the industry through incubation programs at the ICT Innovation Center in Kicukiro district.

accelerate digitalization of the tourism sector through public private dialogue. 

RDB’s intent is to leverage technology and the solutions we have to stimulate domestic tourism and help the sector’s recovery. Taking lessons from what has been done with e-commerce and the online e-learning platforms. RDB will also present to us their challenges that tech companies can turn into monetize-able opportunities