Contactless services have become expected in hospitality environments and make customers feel safer, but this has not diminished demand for high-touch elements.
Goals and Objectives
Contactless service must be augmented with hyper-personalized experiences/offers and messaging to engage and retain guests/travelers. Intelligent bots can be leveraged to guide guests and troubleshoot, and all interactions should become part of a customer profile for future reference and marketing opportunity.
CRM, mobile, 5G, SD networking, mobile content management, augmented reality, virtual reality, chatbots, AI, ML, IoT, digital signage, robotics, cloud, and edge
Use Case Summary
Improve customer satisfaction and engagement by leveraging digital touch points to learn more about guests, upsell opportunities, remarket/rebook, and drive revenue. Enhanced contactless services will require integrated technologies that talk to each other and provide actionable insight to brands. The customer-facing component will feature smart technologies such as screens and signage that will be responsive even as customers are approaching (i.e., in drive-throughs or public areas).