Everyone's talking about hotel technology and the hotels of tomorrow. We hear about smart rooms, the Internet of Things (IoT), ambient intelligence, voice search and assistance, personalization, and artificial intelligence (AI).
Many luxury hotel brands pride themselves on their responsiveness and attentiveness to their guests - it's one of the hallmarks of what distinguishes them from other hotels. "High touch" has become synonymous with private concierges, VIP lounges, personal butler service, 24/7 room service, and a host of other exclusive features designed to attract the discerning traveler.
It's commonly known that assembly line workers often experience burnout from the repetitive, mind-numbing nature of their jobs. In their instance, though, there's not much they can do on the job to battle their burnout and job dissatisfaction that still allows them to retain their jobs.
Across the country, casinos and resorts are being disrupted by innovative, connected, "always-on" technologies. This disruption has been led largely by guest demand. Guests have come to expect instant answers and service at their fingertips by way of their mobile phones.
"Great customer service is […] a systematic reinvention of established technology, data, and operations — leveraging automation, data, and agents together to exploit each of their unique strengths." These were the words of Forrester Vice President and Principal Analyst for Application Development & Delivery Professionals, Kate Leggett, in the beginning of 2018.