The travel, transport and hospitality (TTH) industries have suffered in recent years, and as the world recovers, they’re expected to experience significant changes in the coming years. New technological breakthroughs are transforming these industries. From contactless technologies to cloud computing, here are the top five travel tech trends you should be aware of in 2023, to ensure you’re not left behind.
- Contactless technologies
With the recent pandemic still weighing on their minds, travel guests are demanding contactless technologies such as mobile check-in, keyless room access, and digital payments. Such technologies not only provide a safer experience for guests but also improve operational efficiency for hotels, restaurants and other hospitality-based businesses. Hotel Tech Report found that guest satisfaction scores would drop by 50% if there was a five minute wait while checking in, and contactless technology can speed this up, saving time and improving customers’ experience. Although there are still some naysayers when it comes to cashless living, the trend towards contactless payments is expected to continue to grow. So, hotels that invest in contactless technologies are likely to have a competitive edge over those that do not.
- Artificial Intelligence
The use of artificial intelligence (AI) in the industry is not new, but it is becoming even more prevalent in 2023. AI-powered chatbots, virtual assistants, and personalised recommendations can enhance the guest experience, streamline operations, and improve revenue management. For example, chatbots can help guests with simple requests such as ordering room service, while virtual assistants can provide personalised recommendations based on guest preferences. Since the global pandemic, some larger hotel and restaurant groups have been using AI to reduce the number of staff required to support processes like check-in and ordering. Hilton, for example, recently launched an AI-powered virtual assistant, which is available at the front desk and in hotel rooms. This reduction in manual labour costs will improve operational efficiency and avoid human error, helping to keep customers happy and costs down.
- Internet of Things (IoT)
The Internet of Things (IoT) is a network of interconnected devices that communicate with each other, and this technology is set to play a big role in the TTH industry in 2023. IoT-based devices such as smart thermostats, lighting, and voice assistants help airports, hotels, warehouses and so much more to optimise their energy usage, provide personalised experiences, and simplify maintenance with proactive and real-time notifications. For example, a smart thermostat can adjust the temperature in a room based on guest preferences, while a voice assistant can control various devices in the room – from the TV to the lights. In our recent blog on customer service trends, we explored the power of personalisation, highlighting just how important it is to today’s customers. With the potential to make customers happy and save money on rising energy bills, it’s unsurprising that so many TTH organisations are already capitalising on the potential of IoT.
- Augmented and Virtual Reality (AR/VR)
Augmented and Virtual Reality (AR/VR) is transforming the industry in 2023 – and beyond. AR/VR can be used to create immersive experiences for guests, from virtual tours of hotels to interactive entertainment options. For example, guests can use AR to explore local attractions and get more information on them, while VR can provide them with a simulated experience of a hotel’s amenities and services before booking. This can help customers to feel safer when booking their trip, as they can get a genuine and more realistic taste of their future stay and avoid reliance on customer reviews.
- Cloud Computing
Cloud computing allows businesses to store and access data and software applications over the internet, rather than locally on a computer or server. Companies like Salesforce help businesses by offering cloud computing services, and businesses in the TTH industry are already working closely with them. British Airways is one example – they used Sales Cloud to automate administrative tasks and free up their team to work on more important tasks. Genie, meanwhile, helps British Airways with a single 360-degree view of data on all of their customers (they carry more than 40 million customers a year), giving them the ability to get new insights and analyse metrics consistently across the globe.
There are many ways that cloud computing could change travel, transport and hospitality for the better, from giving customers a seamless experience to giving businesses more insight into their customers. These include:
- Improved data management: with the ability to store and manage data more efficiently, TTH businesses – from airlines and travel agencies to hotels, restaurants and logistics companies – can better analyse customer data, make informed decisions, and provide their customers with more personalised and timely services.
- Increased collaboration: with data stored and shared seamlessly through the cloud, employees in different locations can access and work on the same documents and applications, which increases collaboration and productivity. This is particularly beneficial for companies with multiple locations and/or remote workers.
- Enhanced customer experience: cloud-based applications can provide customers with real-time information on everything from hotel or restaurant reservations to updates on flights, and even on the delivery of their next Amazon order. This helps them make informed decisions and improves their overall experience at the same time.
- Cost savings: cloud computing reduces IT costs by eliminating the need for businesses to invest in expensive hardware and software. Instead, businesses can pay for cloud services on a subscription basis, making it easier to scale up or down as needed and reducing their maintenance costs at the same time.
- Improved security: cloud computing provides better security for sensitive data, as cloud providers typically have more resources and expertise to invest in security measures than individual businesses. This can help to protect against cyber threats and data breaches.
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There are new technologies and new innovations happening all the time and in every industry, but when it comes to travel, transport and hospitality, there is one thing we can be certain of: the market is set to transform entirely over the next 12 months. Advances in technology – particularly in AI, IoT, contactless tech, AR/VR, and cloud computing – will help TTH businesses offer their guests a more efficient and personalised experience, all while improving their bottom line. Businesses that invest in these technologies now will have an edge over their competitors, and be better equipped to meet the ever-changing needs of travellers.
Are you looking for ways to embrace new technologies to help boost your business?
Here at Trigg Digital, we support businesses to go further, faster, by helping them find the right solutions to make their business more efficient and their customers happier.
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