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Trends in Customer-Empowering Tech, ChatGPT Among HT's Most-Read Stories

HT counts down the 10 most-clicked stories of 2023.
dialing in 2024
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Earlier this week, HT starting counting down the most-read stories of 2023.  Generative AI and a Ransomware Attack made the top 20 list.  

In this article, we count down HT's 10 most-clicked stories of the year.  


Hospitality Technology Announces its 2023 Top Women in Restaurant Technology Award Winners 

2023 marked the seventh anniversary of HT’s Top Women in Restaurant Technology Awards. The awards honor outstanding women from both restaurants and technology suppliers for reimagining restaurant processes and operations while demonstrating excellence in leadership, inventiveness and skill. Check out the in-depth profiles on each of the winners including honorees from Union Square Hospitality Group, Inspire Brands, TGI Fridays, Olo and more.  

BTW, HT is now accepting nominations through Jan. 5, 2024, for the 2024 Top Women in Restaurant Technology Awards. For 2024, the Rising Star category is now open to everyone.  


2023 Customer Engagement Technology Study: Rewriting the Rules 

How do customers really feel about technology at hotels and restaurants? For the past 12 years, HT has surveyed consumers to find out. This year we asked consumers some new, quite direct questions about their preferences and levels of satisfaction. We also felt it was important to gauge consumer attitudes toward the current labor crisis and rising prices — though they do not necessarily touch directly on technology, they do affect overall sentiments and habits. How do consumers discover brands, how do they feel about loyalty and data security?  This is definitely a must-read for hoteliers and restaurateurs alike. 


Restaurant Tech Community Remembers SONIC’s John Robinson

This year the restaurant technology community said goodbye to SONIC Drive-In’s director of retail technology John Robison, who died August 15 after a battle with cancer. 

“John Robinson was an incredible contributor to the advancement of technology in the restaurant industry.,” said Brian Klinger, Food & Beverage Technology at Comcast Business, in this remembrance.


Three Ways Restaurants Can Optimize Delivery Services 

Delivery was a lifeline for many restaurants in 2020-2021. Now that things are more normal-ish, consumers' buying habits have changed once again. (Hello, digital order ahead for to-go orders!)  And savvy restaurants have tweaked their businesses in response. This article by Jeff Pomeroy, Senior Vice President and Head of Omnicommerce at Fiserv, offers clear tips to help restaurants operate more efficiently, reduce costs, and create better customer experiences.

How IHG Created a New Mobile App that Is Outperforming Pre-Pandemic Metrics

Everyone loves a good how-to article. This one details the steps IHG took to update its app. IHG incorporated feedback from owners, hotel teams and guests via an extensive beta process to build and design an app that benefits everyone.  

The new app is sleek and seamless, providing an end-to-end personalized experience for booking, check-in, IHG One Rewards Loyalty Program benefit management, and communication across all 17 brands.  Read more about this impressive tech transformation.


The Pros and Cons of Using Robots in Hotels

This column by HT’s Research Advisory Board member Dr. Cihan Cobanoglu, CHTP, Dean, School of Hospitality and Tourism Management, Muma College of Business, University of South Florida, explains why some hotels are looking to robots, the upsides and the risks.   


ChatGPT hands
Whether it is specifically ChatGPT or another service, it’s inevitable that advanced AI will soon be deployed into customer-facing entities like travel and hotel & restaurant search, according to the Mogelonskys.

How ChatGPT Can Evolve Hotel Search

Whether it is specifically ChatGPT or another service, it’s inevitable that advanced AI will soon be deployed into customer-facing entities like travel and hotel and restaurant search. Hence, what should your hotel brand be aware of and how can you be ready? This column by Adam Mogelonsky and Larry Mogelonsky, partners, Hotel Mogel Consulting Limited, explains what you need to know.



2023 Restaurant Technology Study: Going All In 

HT’s 25th annual Restaurant Technology Study demonstrates that restaurants are going “all in” on tech — deploying solutions from the kitchen to the front of house, off-prem, and beyond to solve for current challenges (including labor, supply chain, and costs) and pursue fresh opportunities.

Key takeaways from this year’s survey include: Growing IT budgets, both in overall spending and as a percentage of revenue; targeted tech spending on features customers most value, including solutions for guest empowerment, mobile ordering and payments, digital menu boards, and more; and emerging tech such as IoT, automation, and voice. If you haven’t already, bookmark this study now.


2023 POS Software Trends Report: Leveraging Data & Analytics  

HT’s survey of top restaurant technology leaders details the acceleration of POS toward integration, flexibility, and leveraging data for predictive analytics.

As POS evolves to better serve guests and staff across an ever-expanding array of touchpoints, restaurant tech leaders are prioritizing simplification, enhancing guest experience, and operational efficiency.



2023 Lodging Technology Study: Embracing Mobility & Self-Service  

Once again, the most-clicked story on HT is the annual Lodging Technology Study.   

In 2023 HT reported a substantial increase in hotels’ rates of adoption of customer-empowering tech such as mobile reservations, mobile check-in/out, mobile room key, and check-in/out via kiosk.  Will the trend continue in 2024?  Be sure to check out the recently released 2024 Lodging Technology Study: Digital Transformation and ROI for our most up-to-date insights. 


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