Innovation

💻 Conviva's 2025 State of Digital Experience Report shows that 91% of consumers had frustrating digital issues in the past year. 55% abandon purchases, 50% switch companies, and 39% cancel subscriptions due to poor experiences. If negative digital experiences rise from 1% to 2%, user time drops by 42%. Surveying 223 million global sessions and 4,000 U.S. and UK consumers, the report highlights businesses risk revenue and reputation if digital service fails to meet expectations. 93% return with positive experiences.

🔐 70% of consumers prefer digital keys over traditional key cards for safety. Digital keys leverage encrypted communication, biometric authentication, and enhance guest experiences by allowing seamless access via mobile apps. Traditional key cards, being easily lost or cloned, pose security risks and operational inefficiencies. Digital keys offer benefits such as enhanced security, seamless guest experiences, privacy, operational efficiency, and eco-friendliness. Future developments include integration with mobile wallets and advancements in Bluetooth, IoT, and AI. FLEXIPASS Digital Keys, a global technology company with over 30 years of experience, specializes in keyless door opening solutions for the hospitality industry.

📅 On May 14, 2025, Amadeus expanded its partnership with BCD Travel, launching "Cytric Easy for Microsoft Teams" as a new reseller offering. The integration allows efficient planning and booking of flights, hotels, and cars within Microsoft Teams, aiming to reduce corporate travel costs and increase productivity. Features include "Share My Transfer" for better coordination among travelers, streamlining corporate travel by combining booking, reporting, and policy compliance.

🏠 Airbnb, on May 14, 2025, commits $250 million to evolve into a full-service travel platform. Relaunching “Experiences” in 650 cities and introducing “Services” in 260 cities, the company now offers unique activities and hotel-like services. Airbnb aims for multiple billion-dollar revenue streams, integrating a travel concierge-style app, with personalized and social features for users. No significant revenue is expected in 2025 from this investment, but future plans may include flight and rideshare options.

💻 May 14, 2025, Expedia reported mixed Q1 financials with a 6% increase in room nights booked and $3 billion in revenue but a $200 million net loss due to weaker travel demand. CEO Ariane Gorin emphasized AI's transformative potential, likening it to mobile tech's impact. Strategic expansions include Instagram's Trip Matching and Microsoft Copilot integrations. AI tools like OpenAI trip planning and Romie enhance user experience through passive and interactive AI features.

📁 Booking Holdings, led by CFO Ewout Steenbergen, is set to save $450 million by 2027, with $150 million expected in 2025, by streamlining operations. A significant part of the savings will fund AI projects for process automation. Despite global demand stability, U.S. demand is waning. Q1 2025 showed an 8% year-over-year increase in revenue at $4.8 billion, with room nights and gross bookings also up by 7%. The company anticipates mid-to-high single-digit growth for the full year, amid geopolitical and economic uncertainties.

🏨 Channel managers like STAAH optimize hotel operations by integrating with Property Management Systems (PMS), Revenue Management Systems (RMS), booking engines, payment gateways, Google Hotel Ads, reputation and CRM systems, and upsell tools. These integrations provide real-time updates, prevent overbooking, enable smarter pricing, improve booking experiences, and increase revenue through direct and upsell opportunities, all while enhancing guest relationships and feedback management. Integrations help hoteliers react quickly to market shifts, reduce manual work, minimize errors, and make more informed decisions. STAAH is recognized for its advanced channel manager capabilities and broad integration with various hotel tech providers.

🍴 2025, Loescher sees AI-driven inventory management optimizing restaurant operations through automation and personalization. She won the 2025 Top Women in Restaurant Technology Innovator Award, highlighting her role in tech-driven restaurant transformation. Mentored by industry leaders like Cary Broussard and her Six Sigma Black Belt mother, Loescher emphasizes women's empowerment. Awards presented at MURTEC on March 11, sponsored by Milagro. Nominations for the 2026 awards open December 1.

🏨 Mews launched the Hospitality Industry Advisory Board in 2025 to enhance the hospitality sector with technology. Members include industry leaders like Charlie MacGregor and Bashar Wali, reflecting decades of experience. The board's mission is to address key challenges and innovate hospitality experiences for staff and guests. CEO Matt Welle emphasizes the board's role in driving meaningful change. Members include 14 notable figures from various hospitality and technology sectors, aiming to redefine the hospitality landscape.

💻 Hoteliers in 2025 must adapt to an AI-driven future by engaging with vendors to ensure AI implementation in technologies like PMS, RMS, CRM, and CMS. AI-powered tools such as chatbots (e.g., Asksuite and Quicktext) and CRM systems (e.g., Cendyn CRM, Amadeus GMS) are recommended to enhance customer service and data management. AI can address labor shortages and personalize guest experiences, emphasizing the necessity for hotels to embrace advanced tech solutions for efficiency and growth.