2018 Customer Engagement Technology Study: Plugging Into the Digital-Minded Consumer

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INDUSTRY RESEARCH

2018 Customer Engagement Technology Study: Plugging Into the Digital-Minded Consumer
08/14/2018

Since 2012, Hospitality Technology has studied customer engagement technologies (CETs), chronicling adoption and impact while forecasting future trends and opportunities to help hospitality leaders navigate an ever-changing landscape. CETs refer to the guest-facing technologies and applications used throughout each phase of the guest lifecycle to interact with guests and support the guest experience. They are used to engage and serve customers, enhance service experiences, generate loyalty, and lead to increased profitability, market share, and distinctiveness.

We have observed a changing industry, one where technology has become the centerpiece of guest service and a key determinant of guest satisfaction and loyalty. Mobile, social, and the consumerization of technology continue to dominate technological change and the CET landscape within the hospitality industry. Now the driving forces in CETs include artificial intelligence and voice-activated devices such as Amazon’s Alexa and Google Home. Central to all this is data and analytics to predict how guests will want to be served in an increasingly autonomous and digital future.

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