Customer Experience
As post-pandemic, globally customer behaviour and expectations have evolved, hospitality businesses are embracing the change in a rapid transformation path. While customer continue to expect a physical service at each customer journey touchpoint, customer is expecting a contactless yet hyper personalized and contextualize service that is being delivered in real time, be it
- Virtual experience or content of leisure destination or business hotel for a conference
- Convenience of offers and booking at best rate across platforms
- Adding a last minute special request for room or food that get informed to operations team in real-time
- Mobile check-in and mobile room key
- F&B or Room service order over mobile app or over QR Code scan
- Smart room controls
- Proximity based intelligent content and offer availability
- Virtual e-concierge
- Bills and payment over mobile
- Guest facing operational process automation for connected experience
- Engagement over social media platforms
- Customer Call Centre engagement
- Interaction with operation service staff in a hotels, casino, cruise
While customer is at centre of every business strategy, delivering a WOW experience at each opportunity and engagement is must-do activity for a successful hospitality business. To create true memorable experience for the guest, it is critical to deliver a hyper personalized experience at each touchpoint. If hospitality brands understand their guest proactively and exceed their customer expectations by proper utilization of guest data or digital footprint analysis across brand platforms then brands wins a happy customer as brand ambassador and a loyal customer. We understand the complexity of building a successful customer first brand by leveraging our deep hospitality domain expertise along with our strong Smart Connected Solutions for Guests and Operations, AI, Data & Insights led Solutions, Digital Process Automation, Business Process Services, Application & Product Engineering and emerging technologies like AR/VR, Web3 and Metaverse that helps business to grow, deliver WOW experience and improve operational efficiency and brings agility and scalability to business.