Innovation

📦 United Airlines introduces Apple's AirTag location sharing through its app to expedite misplaced luggage recovery. The feature, part of iOS 18.2*, allows customers to securely share the location of their AirTags with United's customer service team. More than 99% of customer bags have successfully traveled with their owners this year, but the new feature aims to improve the experience when issues arise. United's Chief Customer Officer, David Kinzelman, highlights the added peace of mind for travelers. The shared location data expires after seven days for privacy and security.

📊 In 2025, 85% of customer service leaders plan to explore or pilot customer-facing conversational generative AI (Gen AI), according to a Gartner survey. These leaders assume primary responsibility for AI opportunity identification, roadmap development, and adoption driving. Xabi Zabala of HBX Group highlights Gen AI's transformative impact across industries, especially in the tourism sector, offering enhanced customer experiences, sales, and efficiency. Challenges include knowledge library maintenance and integrating Gen AI with human capabilities for optimal results.

🔧 AI-driven solutions enhance workforce planning by automating tasks, providing predictive analytics, and improving decision-making. AI can predict staffing needs by analyzing historical data, such as employee performance and turnover rates, to forecast demand and workforce shortages. It automates skill matching and recruitment by using machine learning to assess job candidates, track employee skills, and identify reskilling opportunities. AI-powered tools create optimized schedules, adapt to shifts in required competencies, and accommodate flexible work arrangements. Real-time data processing enables quick responses to demand spikes or market changes, and AI can reduce bias by making decisions based on objective data. The future of workforce planning includes hyper-personalization of employee development, integration with robotics, and AI-driven workforce planning-as-a-service.

🍕 Bikky, a customer data platform, partnered with Haven Hot Chicken, a multi-unit restaurant brand founded in 2020 that opened its ninth location in summer 2023. Haven Hot Chicken, recognized for rapid growth in the state and country, uses Bikky to track guest behavior across all locations and make data-backed decisions. President and Co-Founder Jason Sobocinski emphasized Bikky's role in providing insights for menu choices and real estate evaluation for upcoming expansion plans, with the brand aiming to double store count next year. Bikky aids in marketing precision and demographic analysis for future site selection, crucial for Haven's 2025 goals amidst changing economic conditions.

📖 Entrepreneur Ellis Winstanley launched Axial Shift in 2017, a software incentivizing managers and employees. He owns restaurants, including Cain & Abel’s (since 1991) and Star Seeds Café (60 years old). In 2012, Winstanley and wife Paige bought El Arroyo, a Tex-Mex restaurant opened in 1975 in Austin, Texas. Post-Great Recession environment hindered rapid expansion. They focused on brand building, notably El Arroyo’s marquee sign, driving online engagement. By 2019, El Arroyo’s merchandise expanded to 350 SKUs, including seven volumes of “El Arroyo’s Big Book of Signs.” A 15,000-square-foot warehouse and sales team now support their retail business. Half of annual revenue comes from the holiday season. With the brand's growth, they plan to open six corporate restaurants by 2026, each expected to generate $7 million in revenue.

🎮 Predicted next year, fans will experience enhanced interaction with sports through streaming platforms, featuring personalized content, gamification, commerce, and sports betting. Engagement will include placing bets and purchasing tickets using remote controls or mobile phones, with interactive overlays directly on streamed games.

📊 Activate Consulting's 10th annual insight report on technology and media outlook is now available for download. This comprehensive report offers a deep dive into upcoming trends in technology, internet, media, entertainment, eCommerce, and sports, informed by large-scale consumer insights, industry and economic analysis, and Activate Consulting's proprietary expertise.

🎮 Rtfkt, a Web3 streetwear brand acquired by Nike in 2021, will cease operations by January 2025. Founders Benoit Pagotto, Steven Vasilev, and Chris Le announced the shutdown on Discord and X, calling it a "new chapter." Rtfkt, founded in 2020, reached $185.3 million in NFT sales revenue before its acquisition by Nike. A final website update and a product drop 'Mnlth X featuring the Blade' are scheduled for this month. The brand's future and its integration with Nike's digital strategy after the closure remain uncertain.

🏨 Düsseldorf's Zipper Hotel & Apartments, operational since November 2023 with only six staff members, leverages the "Like Magic" tool for efficiency. Despite the lean team, the hotel boasts ratings of 4.6 on Google and 8.8 on Booking.com. The platform, which consolidates operations and guest services into one system, helped rapidly train staff within one and a half days. Co-founders Lindner and Oberdieck claim an 80% smaller workforce with no compromise on service quality.