How Digital Transformation Can Reshape Guest Experience In The New Pandemic Era - 0 views
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For half a decade, the travel and hospitality industry has been trying to incorporate technology to enhance the way it interacts with its customers. Perhaps, the pandemic has been the major catalyst to accelerate digital transformation initiatives in the hospitality industry
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But what exactly is digital transformation? Digital transformation is the implementation of the latest digital technology into a company’s business operations, processes and people to improve and optimize the customer experience.
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The modern, tech-savvy traveler is more informed, empowered and wants to feel valued. Now, there is a demand for a frictionless, intuitive, hyper-personalized experience at every touchpoint in their travel journey. And digital transformation technologies such as AI, robotics, big data, IoT, cloud, mobile and AR/VR underpin a successful personalized guest experience.
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The things that power this disruptive technology — smartphones, on-demand apps, social media — are powering the change in guest behaviors.
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Brands must observe and compare the existing guest experience with what they prefer. With insightful data in hand, decision-makers need to modernize products and offerings, deliver innovative solutions and implement agile models in their business culture and operations.
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The hospitality industry has needed to dive all in on technology for a while now. The pandemic kickstarted the industry to really go all in. Many of todays guests really want a very personalized experience. Hospitality companies are using technology to provide guests with a very unique experience personalized exactly for them. The use of new technology from some companies is just going to have to make other companies try and keep up with them. An arms race of technology is likely to happen in the industry.