The Columns

Remember when Apple was cool?“Think Different,” they used to say—and they meant it. Black-and-white commercials, copywriting that gave even seasoned Wieden+Kennedy creatives chills, and that thrilling sense that the world…

✈ Consumers often prepay a four-figure sum for airline services, with the actual costs incurred by the airline only when the service is consumed. The article focuses on negative customer experiences with United Airlines, highlighting their complex 15-tier boarding system and customer treatment, including being labeled a security risk for complaints. It calls for sweeping changes in airline industry governance and customer accountability due to systemic issues leading to poor service. Author: Mark Fancourt.

💻 Mark Fancourt discussed "Best of Breed" in hospitality technology with Martin Soler in Berlin last week. This industry phraseology signifies selecting top technological solutions for specific roles, but is now being overshadowed by the broader "Platform" concept, which spans multiple business functions. The shift from "Best of Breed" to platforms reflects industry trend towards consolidated technology and enterprise approaches, signifying a major change in technology selection and architecture. "Best of" remains subjective and scenario-dependent.

💸 Sabre, a travel tech company focusing on airline distribution, announced the sale of its hospitality division this week due to sector challenges. The company and others face the hurdle of integrating top-down airline distribution tech with bottom-up property management systems for effective hospitality sales. Hospitality's shift towards a personalized shopping cart model for inventory-based offerings contrasts with the standardized approach of the airline industry. This model aims to enhance personalization and unique guest experiences for increased revenue. Mark Fancourt highlights the trend towards a digital shopping cart in hospitality tech.

Perhaps one of the greatest marketing slogans, evoking exclusivity, privilege, and insider experiences. In the hospitality industry, there’s a strong focus on loyalty and frequency as measures of success. Hoteliers…

Hotel tech has convinced the industry they’re the gatekeepers of success-driving data. Yet, since the inns of Don Quixote, hoteliers have truly known their guests by being in the trenches—listening…

In business today we are focused on doing more with less. Technology aims to assist in realizing this endeavour. Once in play, technology helps us achieve this outcome via increased…

Have you ever been to San Antonio, New Mexico? Some questioning, don’t you mean Texas? Others wondering where is New Mexico! It so happens, that I have. It was by…