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How Digital Innovation Trends are Streamlining CX Models for Hospitality Firms
- Customer experience (CX) is becoming the number one priority for consumers, with 86% of buyers saying they are willing to pay more for a great customer experience.
- Hospitality firms increasingly use digital innovation to streamline their CX models. New technologies are being adapted to help elevate guest satisfaction and create personalised experiences.
- The article discusses digital innovation trends in the hospitality industry which include Artificial Intelligence Personalisations, Augmented Reality Tours, Virtual Concierge Services, and Keyless Technology.
- AI can make data-driven decisions that create personalised customer experiences. AI can predict individual preferences and suggest tailored recommendations.
- Augmented Reality Tours allow potential customers to go on an online walkthrough of a property to explore the rooms and facilities before they book, providing a memorable virtual experience.
- Virtual assistants provide 24/7 support to guests instantly, responding to guest inquiries by answering commonly asked questions. They can provide assistance based on pre-set answers and insights.
- Contactless technology is being used to avoid the risk of losing keycards or keys. Guests can use contactless technology to book services, make payments, and even leave tips.
- As we look forward, consumers' expectations will continue to heighten. Hospitality firms need to continue fine-tuning their service to remain competitive.
- Digital innovation is not just adding another shiny app, it's a strategic weapon that requires laser-focused execution and a willingness to iterate rapidly.
- Successful digital innovation isn't about technology. It's about aligning technological capabilities with human desires, operational realities, and strategic objectives.
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