Just finished listening to a great #linkedinlive event from HyperGuest focusing on the Future of #TravelBooking, AI & Hyper-personalization.
With some great speakers, I wanted to share some insights I found thought-provoking:
• Slow Adoption: Jens Egemalm made the point that the hospitality industry are normally not change leaders when it comes to technology. The early expectation is that AI will be utilized more in an operational capacity, rather than taking human jobs.
• Martin Soler supported the idea that, in terms of human facing roles i.e. housekeeping, AI is nowhere near being able to do the manual tasks such as cleaning rooms as quickly of as efficiently as humans. He viewed the biggest initial impacts coming at above-property levels.
• Amy Read shared some powerful statistics around how circa 40% of travelers use AI tools like ChatGPT to research hotels and almost 50% of those go with the recommendations of these tools. This puts huge importance on hotels optimizing their website content strategy to be readable by AI models.
• Leah Rankin, from SiteMinder, touched on the topic closest to my heart, which is that AI should primarily act as a way for humans in hospitality to focus on being just that – Hospitable. Focusing on providing those magical moments throughout the guest experience.
At Customer Alliance this is huge aspect of what we believe AI should be optimized for:
🤖 AI Reply Assistant is designed to both ensure consistent brand voice but also to free up the time of #gems & front office managers to focus more on engaging with guests.
📊 Key Driver Analysis, our AI-powered CSAT & NPS reporting feature is designed to deduce the key aspects of the guest journey that can be optimized to improve the in-stay experience of guests.
🔎 AI Insights, our upcoming Guest Sentiment analysis feature, can sift through large review data sets and provide actionable insights on what your guests really want.
One final point from the live event that all speakers agreed on is:
The AI revolution is happening, whether we like it or not, and it’s better to take the lead and innovate in your space, rather than let it pass you by.
