World Panel
World Panel

Human Touch in Hospitality

Human Touch in Hospitality
Is the human touch still needed in hospitality? With innovations like mobile keycards, virtual assistants and automatic notifications, the answer might seem to be “no.” Yet research shows that many customers still prefer the human touch. Research from American Express shows that 80% of customers would rather have their future travel experiences dominated by “authentic and sincere interactions” than streamlined, automated service. In the end, it seems the right balance must be struck (consider that 88% of guests believe mobile booking with live travel service professionals will grow in importance). What actions must be taken to ensure success?
Panel Champ

Robert Reitknecht

Hospitality Leader and Guest Experience Expert

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Recent Viewpoints (1)

What Matters More for Customer Experience: People or Technology?

The last few years have forced companies to adapt more quickly than ever to changing customer expectations in terms of technology. Hospitality is no exception, from mobile room keys to automated notifications across guests' channel of choice (text, email, phone) to inform them of things like confirmed bookings and reservation changes.

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