Hotel Technology: Delivering an Outstanding Customer Experience

Summary

The options for hoteliers to attract and retain customers using technology-based innovation have never been better. New technologies (e.g., cloud services, Big Data), evolving business models and heightened competition are providing hoteliers with both the opportunity and the impetus to leverage a variety of innovative products and services.

A superior customer experience can yield loyalty, excellent word-of-mouth and an increase in repeat business. This Analysis provides an overview of some of the unique opportunities available to the lodging industry that can help it enable these experiences. While many of the concepts discussed are vendor specific, this article is intended to be vendor neutral. Rather than endorsing any specific vendor or concept, the goal is to present a picture of what could be done with currently available technologies.