Customer experience (CX) is becoming the number one priority for consumers, with a whopping 86% of buyers saying they are willing to pay more for a great customer experience. This shift in consumer behavior is becoming impossible to overlook in the hospitality industry, with firms having to continue to evolve and provide an unforgettable experience.
To stay competitive, hospitality firms are increasingly turning to digital innovation to streamline their CX models. New technologies are being adapted to help elevate guest satisfaction and create personalized experiences. Combining digital innovation with a POS for the hospitality industry enables firms to effectively manage their daily operations and guest interactions simultaneously, growing their business as they continue to enhance their service.
In this article, we discuss some of the most notable digital innovation trends that are streamlining CX models for hospitality firms, helping your business stay ahead of the curve.
Artificial Intelligence Personalizations
Artificial intelligence (AI) is a powerful tool that is reshaping the hospitality industry as we know it. In fact, AI in the hospitality market is expected to grow at a 12% compound annual growth rate between 2024 and 2031, so it is only going to grow from here on out.
Allowing firms to make data-driven decisions that create personalized customer experiences, AI can ensure that every guest feels valued and taken care of. By analyzing historical data, AI can predict individual preferences and provide tailored recommendations that cover everything from room options and dining spots to activity offerings.
For example, if a guest frequently books a hotel room with a balcony, AI can create targeted content to suggest rooms that are likely to appeal to the customer's needs. These suggestions mean the customer is less likely to continue to search for alternative options since they have already found what they are looking for.
Augmented Reality Tours
By creating a digital experience that immerses the viewer in an interactive experience, augmented reality (AR) is making a significant impact on the industry.
Many leading hotels and leisure facilities have created virtual AR tours that allow potential customers to go on an online walkthrough of a property to explore the rooms and facilities before they book.
Providing guests with a thorough idea of what to expect from their visit helps a firm stand out against its competitors, creating a memorable virtual experience that draws them in and allows them to make informed decisions.
Virtual Concierge Services
Virtual assistants are taking customer experience to the next level by providing 24/7 support to guests in an instant. Using a combination of AI and natural language processing, the virtual assistant is able to respond to guest inquiries by answering commonly asked questions.
Whether the guest has a question about their hotel room, wants to make a restaurant reservation, or has a question about the local area, the assistant can provide assistance based on pre-set answers and insights.
As well as maximizing the customer experience, integrating virtual concierge services is beneficial for the hospitality firm itself, taking pressure off employees so they can focus their efforts on in-person interactions.
Keyless Technology
Outdated processes are becoming increasingly more redundant in the hospitality world, being replaced with contactless technology that streamlines everyday activities.
Many hotels are switching to keyless entry systems that allow guests to enter their rooms through their phones, avoiding the risk of keycards or keys being lost. As well as this, guests can use contactless technology to do things like book services, contact customer service, make payments, and even leave tips.
As well as maximizing convenience on all fronts, contactless technology is creating a more sanitary environment for both guests and employees, cutting out the need for human interaction and shared touchpoints.
The Future Of Digital Innovation Trends
As technology continues to evolve, hospitality firms are finding new ways to enhance the customer experience and streamline daily operations.
With digital innovations such as AI, AR, virtual assistants, and contactless technology being just some of the recent advancements we’ve seen in the industry, businesses within the hospitality sector need to continue fine-tuning their service to remain competitive.
As we look forward, the expectations of consumers are looking to continue to heighten. As people get used to the technological advancements and enjoy the ultimate convenience, long-term success is going to require continued improvements from hospitality firms if they want to continue to thrive.
