personalization
AI in hospitality: Personalizing and Enhancing Guest Services
EHL Group | July 29, 2024
This article was written as part of HFTP Digital Horizons 360 Symposium in Palma de Mallorca and also appeared in the inaugural issue of HFTPs magazine TechFin Hospitality. In the fast-paced world of hospitality, guest service is undergoing a transformative shift, due to the further digitalization and the growing importance and integration of Artificial Intelligence (AI) technologies. Of course, some of these changes are happening at a very slow pace or have so far not been visible for the customers, but one thing is for sure, that the implementation of AI in guest services is developing rapidly. Where certainly big hotel chains are ...
Cendyn Doubles Down on the Future of CRM With Strategic Acquisition of PUSHTech
Cendyn | October 10, 2023
Barcelona, Spain, 10 October 2023 – Cendyn, a catalyst for digital transformation in the hospitality industry, is thrilled to announce its strategic acquisition of PUSHTech, a pioneering force in hotel Customer Relationship Management (CRM) services and marketing automation technology. This milestone solidifies Cendyn's commitment to investing in the future of CRM by doubling down investment in innovation, customer-centric solutions, and the empowerment of hoteliers to optimize revenue streams through advanced CRM strategies. PUSHTech is a cloud-based Customer Data Platform (CDP) and CRM platform that offers an integrated solution for the...
The Perfect Way To Impress Your Customers
Shep Hyken | August 3, 2023
By Shep Hyken We have the privilege and honor of working with some amazing clients. One of them asked us to work with her team on a customer experience initiative that included every company employee. One of the regular assignments for their employees is to share examples of how they created a Moment of Magic® for a customer or colleague. They do short write-ups and share them with their managers. Here is a great example of the power of this exercise and impress your customers. The client is a travel company and had a VIP client that had worked with them for more than 20 years. His agent, Katie, referred to as a relationship manager,...
Knowland Partners With UpMail to Improve Group Sales Productivity With Personalization of Account-Based Sales Outreach
Knowland | October 19, 2022
Account-based sales provides direct benefits for above and on-property group sales teams ARLINGTON, Va. — Oct. 19, 2022— Knowland, the world’s leading provider of data-as-a-service insights on meetings and events for hospitality, and UpMail, a sales acceleration tool for the hospitality industry, announced today a solution partnership to enable group sales teams to grow revenue faster and improve the sales execution process. Sales teams today are faced with ongoing challenges, not the least of which is doing more with less staff. The collaboration of these two platforms will enable sellers to work smarter and faster while making ...
How Digital Should the Communication With Guests Be?
Torsten Sabel | December 23, 2019
By Torsten Sabel If you check in at the Henn na Hotel in Sasebo, Japan, you will be greeted by a dinosaur. Transport robots take your luggage to the room and the door opens via facial recognition. In Cologne's Koncept Hotel, apart from housekeeping, you won't see any staff member either. Booking, check-in, opening the room door and check-out - everything is done via smartphone. Digitization Is Picking Up Speed Even though the management in Japan has already shut down more than half of the 243 robots again, it is clear that digitization has gained momentum in the hotel industry. But whether online check-in or digital guest maps - ma...
20 Ways to Create an Amazing Customer Service Experience in 2020 (Part One)
Shep Hyken | December 13, 2019
By Shep Hyken With all the focus on how technology—including AI, data, personalization and more—can drive a better customer experience, I wanted to shift my focus back to basics. To this end, I recently published an article in Forbes about ways to create an amazing customer experience in 2020, and I thought it would be enjoyed by our Shepard Letter subscribers as well. It was quite long, so I decided to split it into two parts. If you want to read all twenty right away, you can do so here. Here are the first ten of twenty ideas as to how you can up your customer service game in 2020. Stay in touch. Too often companies focus all t...
Hotel Guests Are Becoming “Data Nodes”
Alan Young | November 26, 2019
By Alan Young Almost daily, employees enthusiastically circle a web address at the bottom of our receipt for us to complete a customer service survey, promising a chance to win a trip for two to some far-away beach, or maybe a shopping spree. Quite frankly, the prompt is so familiar most of us have grown accustomed to tuning it out as soon as the employee begins their spiel, pleasantly smiling as we gather our bags to leave the store. As we navigate a familiar app on our phone, posting to our Instagram account or playing a game, we’re frequently interrupted by a reminder to rate the app, “How do you like using _____ ?”. After we orde...
Space Travel: Redefining the Travel Customer Journey With Virgin Galactic
Pier-Luca Rapin | October 31, 2019
By Pier-Luca Rapin It is another level of personalization, it is not only to be sure to have the right water and the right pillow in the room, this is understanding why people are actually going in that journey, helping them realize that dream and being able to live that little moment the best as they can - Martijn Brouwer, General Manager Astronaut Relations, Virgin Galactic During the 2019 Young Hoteliers Summit, EHL Lausanne took a one-way ticket for space with the visit of Martijn Brouwer, General Manager Astronaut Relations and hospitality at Virgin Galactic. Virgin, as a group, has always been defined by a strong service philosophy. N...
