The digital transformation of the hotel guest experience will be a major competitive advantage for hoteliers in 2018, according to a report released by Sabre Corporation in cooperation with Altimeter, a leading research firm.
According to the report, digital transformation can be challenging for hoteliers and outlines how brands can use it to improve the guest experience. The report offers data-driven insights and suggestions on how brands can lead the change in continuing to innovate and meet customer needs:
As consumers become increasingly connected, their expectations, preferences and behaviors evolve. The result is a more informed and empowered consumer base, and a higher standard for guest experience. Now more than ever, travel brands must assess how connected consumerism is changing and how the customer journey can be reimagined for an evolving, mobile, real-time world.
Digital Darwinism means constant evolution
Successful modern brands are agile and continually experiment with their technology. They intuitively cater to the on-demand nature of customer expectations and preferences in the design of products, services, and user experiences. Whether it’s on mobile, desktop, in-app or on the web, technologies are designed with experiences in mind. These insights spill into on-property innovation and invention to blur the line between physical and digital, personalizing the guest experience throughout the process.
The modern guest experience blueprint
Modern technology enables meaningful experiences at scale, adding major value for the traveler, and in turn, the hotel. To stay relevant, travel brands must place guests at the center of all innovation and transformation strategies, leveraging technology to enable meaningful experiences at scale.
The report includes a strategy and technology roadmap to transform the hotel guest experience with immediate impact, with steps like reimagining the guest journey as an infinity loop; mapping the guest journey via existing data and input, and striving for seamless cross-channel journeys that prioritize personalization.