News Briefs

A new study released today by MMGY Travel Intelligence examines technology’s growing impact on travel from two distinct perspectives: the traveler and the marketer. The comparative study, titled Emerging Technologies in Travel & Tourism, explores innovations such as artificial intelligence, virtual assistants and augmented reality through the lens of the travel industry. 

“What’s fascinating to me is what we learned about the concerns travelers have about emerging technologies and how they will impact their travel experiences in the coming years,” said MMGY Travel Intelligence EVP Chris Davidson. “Having a clear understanding of these perspectives, concerns and potential barriers will be important for travel industry executives who expect to introduce new technologies successfully in the years ahead.”

The online survey captured detailed feedback from more than 1,000 U.S. adult travelers and more than 100 leaders from destination marketing organizations (DMOs). Among the insights gleaned from this study, MMGY Travel Intelligence identified the following: 

• Overall, travelers are open to incorporating emerging technologies as part of the travel experience, especially for research and planning purposes. In fact, nearly 2 in 3 travelers relied upon some kind of emerging technology during a travel experience in the past year. 

• When asked which technologies they feel have the most potential to improve the travel experience in the next five years, travelers and destination marketers differed in their responses. Travelers’ top three choices were the Internet of Things (47%), Virtual Assistants (41%) and Virtual Reality (17%). Destination marketers, on the other hand, were most enthusiastic about the prospects for Generative Artificial Intelligence (70%), Virtual Assistants (32%) and Augmented Reality (31%). 

• Unlike travelers, destination marketers are highly focused and bullish on Generative AI. Just over half of the DMO leaders surveyed said that they are already using Gen AI (56%) in their marketing efforts (most often for content management), and 46% are likely to use the technology to help make marketing decisions in the next year.  

• The survey’s open-ended questions revealed that some consumers are wary of new technology because it makes things too complicated or could negatively impact the excitement of making plans to travel. For some, travel planning is an important and personal part of the process, and platforms such as Gen AI threaten to homogenize the experience.

• Above all, travelers are highly concerned about the privacy and security of their personal information when it comes to using these new technologies. Three out of every 4 travelers surveyed expressed concern with protecting their personal data and privacy in relation to using new technology. 

“Data compliance changes are going to come fast and will have broad implications in how we collect, manage and utilize data,” said MMGY’s SVP of Marketing Technology, Robert Patterson. “DMOs should be hypervigilant of this concern, whether they’re confident in their ability to conform to data regulations or not.”

Traveler and marketer opinions toward virtual reality, the use of ad blockers and several other topics are also examined in Emerging Technologies in Travel & TourismTM. For more insights or to purchase a copy of the full study, visit mmgyintel.com. MMGY Global thanks its sponsors, Tripadvisor, Destination Ann Arbor and Discover The Palm Beaches Florida, for their contributions to this study. 

Domino's Pizza Inc. introduces its new and improved loyalty program. 

Domino's Rewards offers loyalty members even more opportunities to earn and redeem points across its corporate and franchise store locations. Domino's enhanced rewards program allows customers to:

• Earn points for less
  • Loyalty members will now earn 10 points on every order of $5 or more
• Redeem points for even more menu items – and earn free Domino's after just two orders
  • Members can redeem a variety of points for more menu items:
    • 20 points: A free dipping cup, a 16-piece order of Parmesan Bread Bites or a 20 oz. drink
    • 40 points: An order of Bread Twists or Stuffed Cheesy Bread
    • 60 points: A medium, two-topping pizza; pasta; Oven-Baked Sandwich; or a 3-piece order of Chocolate Lava Crunch Cakes
• Earn more rewards
  • Loyalty perks are now even better, as members will have exclusive access to member-only deals, special discounts and opportunities to earn bonus points!

"We are thrilled to give the brand's loyal customers additional ways to earn free Domino's items more often," said Mark Messing, Domino's vice president of digital experience and loyalty. "At a time when most brands are scaling back their loyalty programs and making it more difficult to earn and redeem points, Domino's is doing the opposite. We want to make it easier to reward our customers and give them more options so they can get rewarded faster."

Marketing a LTO 

From now until Oct. 22, 2023, rewards members can take advantage of a limited time offer to redeem 20 points for a free order of Domino's new Pepperoni Stuffed Cheesy Bread, which is normally a 40-point redemption, in celebration of the product's recent launch. 

Chipotle Mexican Grill is testing an automated digital makeline in collaboration with Hyphen, a foodservice platform designed to help restaurant owners, operators, and budding chefs move their business forward by automating kitchen operations. Bowls and salads are created by an automated system that moves the entrées through the bottom makeline where ingredients for the order are dispensed automatically. In tandem, a Chipotle team member can leverage the top makeline to create burritos, tacos, quesadillas, and kid's meals for the same digital order.

How It Works

1. Digital orders would be placed via the Chipotle app, Chipotle.com, or third-party platforms.  
2. If the order included a bowl or salad, those entrées would be routed to Hyphen's automated system. The bowl traverses along the bottom makeline and positions itself under the specified ingredient container. The intelligent dispensers dynamically portion each ingredient into the bowl. If the order included burritos, tacos, quesadillas, or kid's meals, a Chipotle team member would use the top of the same makeline to create those entrées.
3. The completed bowl or salad would be raised from the bottom makeline and revealed at the end of the makeline through an opening in the countertop. A Chipotle team member would place a lid on the entrée and add any final items such as chips, side salsas, or guacamole to the order.
4. Completed orders would be placed in their designated pick-up area: in-restaurant pickup shelves, walk-up window, or Chipotlane.

Employee & Guest Experience

Approximately 65% of all Chipotle digital orders are bowls or salads, so the cobotic digital makeline has the potential to free up more time for employees to service the front makeline and deliver exceptional hospitality, while simultaneously increasing capacity for digital orders during peak periods.

The new digital makeline could also help enhance digital order accuracy, improving the guest experience.

• 71% say the ability to integrate with other systems is driving their POS purchase decisions, according to HT’s2 2023 POS Software Trends Report.

"Chipotle's new digital makeline built by Hyphen embodies our commitment to leveraging robotics to unlock the human potential of our workforce, ensuring an elevated dining experience for our guests," said Curt Garner, Chief Customer and Technology Officer. "Our goal is to have the automated digital makeline be the centerpiece of all our restaurants' digital kitchens." 

Chipotle's Investment in Hyphen

Chipotle invested in Hyphen as part of Cultivate Next, the company's $50 million venture fund that intends to make early-stage investments into strategically aligned companies that further its mission to Cultivate a Better World and help accelerate its aggressive growth plans. As a people-first company, Chipotle is seeking opportunities that will elevate the human experience for its teams as well as increase access and convenience for its guests. Investments may include innovations in farming and supply chain, advanced robotics, alternative proteins, and more.

Through Cultivate Next, Chipotle also invested in Vebu, a product development company that works with food industry leaders to co-create intelligent automation and technology solutions. Earlier this year, Chipotle and Vebu unveiled the Autocado, an avocado processing cobotic prototype that cuts, cores, and peels avocados before they are hand mashed to create the restaurant's famous guacamole. 

image courtesy of Chipotle

Shiji, a global hospitality technology innovator, has partnered with IPORT, an award-winning manufacturer known for enhancing the usability of iPads and iPhones, to introduce an all-in-one software solution for hotel restaurants. This collaboration will provide hoteliers with a seamless combination of a tablet and payment device to maximize their F&B operations.

The integrated iOS and payment device solution simplifies guest service for hotel restaurant servers, providing them with an effortless tool to cater to their guests' needs. As a certified Apple partner, Shiji and IPORT guarantee exceptional performance and reliability. Hoteliers can choose from multiple device options, including iPad Pro, iPad Mini, and iPhone, ensuring flexibility and compatibility with their operations.

“IPORT products are built around modularity and flexibility that empower our hospitality customers to do more with the iOS platform. We are thrilled to partner with a leading iPad and iPhone cloud PMS and POS platform provider like Shiji,” said Chris Lawson, Head of Partnerships, IPORT. “We look forward to innovating with Shiji in disrupting legacy, monolithic providers who have limited the industry from harnessing the power of iOS and mobility. The future is bright, and the possibilities are endless with IPORT, iOS, and Shiji.”

"The partnership with IPORT is a significant milestone for Shiji in our commitment to provide innovative technology solutions for the hospitality industry," said Ryan King, Senior Vice President of Shiji in the Americas. "By combining our expertise with IPORT’s hardware solutions, we empower hoteliers to streamline restaurant operations and deliver exceptional guest experiences. This collaboration represents another step forward in our dedication to driving success in the Americas, and globally."

The tablet and payment device solution seamlessly integrates with multiple payment gateways, allowing hoteliers to choose the system that best suits their needs. By simplifying the payment process, it reduces operational complexities, minimizes errors, and saves valuable time and resources for hoteliers.

Blackbird Labs, a hospitality technology company whose platform helps restaurants directly connect and reward their guests, as well as incentivize these customers to return, has raised a $24 Million Series A round.

Blackbird was founded in 2022 by Ben Leventhal, co-founder of Eater and Resy.

The new funding will help Blackbird scale operations as it meets an ever growing need from leading restaurants across the country for an all new solution that will help them drive customer loyalty and create new revenue streams.

The round was led by a16z, with participation from Amex Ventures and Bolt by QED, as well as the company's previous seed investors like Union Square Ventures, Shine, Variant, plus restaurant groups: Quality Branded, Rustic Canyon Family, Souvla and Brooks Reitz.

In just a few short months, Blackbird has struck a chord with over 80 restaurants in the industry, with 22 restaurants already live. This set includes New York restaurants like: Anton's, Corner Bar, Crown Shy, Di An Di, Ensenada, Ernesto's, estela, Fish Cheeks, Freeman's, Francie, gertrude's, Hanoi House, Joseph Leonard, Momofuku, Nami Nori, Principe, Overstory, and SAGA; Jon & Vinny's (LA), Souvla (San Francisco), Daytrip (Oakland), Little Jack's Tavern (Charleston), The Daily (Charleston), Melfi's (Charleston), Razza Pizza (Jersey City). 

How it Works 

With Blackbird's advanced platform, restaurants can seamlessly gather insights, including their diners' likes and dislikes, where they prefer to sit, and how many times they've visited the establishment. As today's dining landscape becomes increasingly fragmented, with little direct connectivity between guests and restaurants, Blackbird's technology helps restaurants get to really know their patrons. Operators can consistently surprise and delight their customers, while giving them the special feeling that they are very important and appreciated regulars, sparking increased and ongoing loyalty to the restaurant.

• When asked what they really want from loyalty programs, 78% consumers  want discounts, according to HTs 12^th annual 2023 Customer Engagement Technology Study. 

For diners, Blackbird is also incredibly easy to use. When customers arrive at a restaurant, they simply tap their phone on a Blackbird NFC reader and enter their phone number to create their membership. From there they start leveling up their regular status with each subsequent tap-in, thus unlocking benefits and insider perks like surprise off menu items and even a direct SMS concierge. They also earn $FLY, Blackbird's non-transferable native token, which opens up a world of possibility. Diners can use their $FLY to power up for specific items they might want or they can also use them for membership rewards with a specific restaurant. Blackbird users also don't need to have a pre-existing web3 wallet. The company works with Privy to provide embedded wallets, so users who simply sign in with their phone number get a self-custodial wallet for use. Users are able to manage their memberships, view $FLY balance, monitor recent activity and message restaurants all through the Blackbird app.

"Web3 enables a powerful, new way for restaurants and guests to connect, making each dining experience unique and more meaningful," said Arianna Simpson, General Partner at a16z crypto. "...With just a few taps, diners can unlock new loyalty programs that only web3 technology can provide."

With its new funding, Blackbird also has plans to rapidly expand its offering into new markets, as it continues to roll out new features like: $FLY Redemption, which empowers consumers to use their accumulated $FLY points to "power up" and redeem perks either in the moment or in a future planned visit at participating Blackbird restaurants. The company will also be introducing an all-new referral program, giving diners the ability to text their friend a link to become members at a specific restaurant, where they will gain access to an entirely new and exclusive slate of offerings. Diners will also be able to opt into global data sharing, where restaurants will gain visibility into their full dining history and any associated insights, in exchange for providing more $FLY on regular dining activity like tap-ins.

"Blackbird offers a compelling new platform with the potential to evolve how restaurants deliver on loyalty and supercharge the insights they need to thrive," said Matt Sueoka, Global Head of Amex Ventures. "We are thrilled to back Blackbird as they explore how to leverage web3 technology to positively transform the dining experience for consumers and the restaurant industry."

For more information on Blackbird,  visit https://www.blackbird.xyz/.

Samsung Electronics America, Inc. is elevating experiences at the Hilton Waikiki Beach with a new installation of The Wall All-In-One 4K display. The 146-inch Direct View LED display is now one of the largest displays in Hawaii, offering the hotel’s guests and local customers an inspiring viewing experience with vibrant colors and superior clarity.

“As the hospitality industry rebounds from the pandemic, hotels are looking for new ways to create memorable experiences and deliver a ‘wow’ factor for their guests and customers,” said James Fishler, Senior Vice President, Display & Home Entertainment Divisions, Samsung Electronics America. “The Wall enables Hilton Waikiki to excite its guests with entertaining content on a standout display that both enhances the guest experience and elevates the hotel’s brand.”

Hilton Waikiki Beach’s customers include a unique blend of business travelers, visiting families and local community members. The hotel worked with Samsung and installation partner Pacific Digital Sign to install The Wall behind the LBLE lobby bar. Visible from anywhere within the lobby, The Wall now serves as the social heart of the property, bringing the Hilton’s diverse range of customers together with its spectacular visual technology.

Advanced usability and controls allow the hotel’s staff to securely manage the displayed content. In the morning, The Wall presents hotel guests with inspiring scenes from around Hawaii and information about activities to enjoy during their stay. In the afternoon, the hotel utilizes The Wall to keep guests engaged with current news and sports, segmenting the large screen to display four different television channels at once. In the evening, calming Hawaiian scenes create a luxurious ambiance for dinner guests. On Sundays, NFL game broadcasts on The Wall draw in the local community.

“The Wall presents a unique way for our hotel staff to cater to our local community and guests from around the world, while distinguishing the Hilton Waikiki Beach as a state-of-the-art hotel in every way,” said Henry Perez, General Manager, Hilton Waikiki Beach.

In addition to The Wall, Samsung technology enables Hilton Waikiki Beach to deliver a complete premium guest experience. The lobby and bar area features a series of 98-inch Samsung TVs that further immerse guests in the Hilton brand from the moment they enter the hotel. Behind the concierge desk, four Samsung displays showcase content to welcome guests at check-in. Further, three 65-inch Terrace Outdoor QLED TVs within a newly opened Pool Bar engage and entertain the hotel’s patrons. Guests can also enjoy the high-definition picture quality of 65-inch Samsung TVs from the comfort of their own rooms.