Industry Update
Supplier News17 October 2018

Five Leading Hotel Executives Share How Technology and Data Are Used in Hotels

Industry Executives Driving Innovation for Global Hotel Brands

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Local Measure

Local Measure, the leading customer intelligence platform for hospitality and tourism, released "Technology and the Guest Experience: Views from Five Luxury Hoteliers," a new eBook that brings together interviews from senior level executives at luxury hotels discussing how technology has impacted the guest experience and where the guest experience is moving to in future. The ebook includes exclusive interviews with Christian Clerc, President, Worldwide Hotel Operations, Four Seasons Hotels and Resorts; Ana Brant, Director, Global Guest Experience & Innovation, Dorchester Collection; Radha Arora, President, Rosewood Hotels & Resorts; Ian Wilson, Senior Vice President of Non-Gaming Operations, Marina Bay Sands; and Laurent Delporte, luxury hotel expert and industry consultant.

Filip Boyen, CEO of Forbes Travel Guide, sets the tone of the ebook with a foreword in which he describes how guest expectations are higher today than ever before, and that technology is a key component in helping the hospitality industry cope with continual change.

The interviews explore questions around Artificial Intelligence, how robots can be used to support service, the place of in-room technology, new channels of communication, social media and real time guest feedback. Some of the interviewees noted that the hotel industry's reputation for being slow to change risks it being left behind. At the same time, the expectation of a high touch service demands that luxury hotels continue to maintain certain a human touch.

Jonathan Barouch, Founder and CEO of Local Measure, said, "Hotels can't afford to fail in the area of customer experience. Expectations around how hotels respond to customers are changing and it requires innovation to meet these new guest expectations." He concluded, "Technology and the Guest Experience: Views from Five Luxury Hoteliers provides a unique insight into the challenges and opportunities faced by today's luxury hotel brands and what innovation we can expect to see in the future."

To access the eBook visit Technology and the Guest Experience: Views from Five Luxury Hoteliers.


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About Local Measure

Local Measure is a customer experience platform to help businesses identify, understand and engage with their customers to drive loyalty and personalize experiences at scale. Headquartered in Sydney, Australia with offices in Europe, North America and Asia, Local Measure's clients include many of the world's largest hospitality and tourism brands as well as financial services, government and telecommunications businesses. The company's flagship product Engage for Amazon Connect, is an omnichannel agent desktop purpose-built for Amazon Connect enabling contact centers to manage inbound customer queries across voice and digital channels via a single platform.

For more information about Local Measure, visit our website and follow us on Instagram and Twitter

Anne Benoit
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