Smart, Personalized Customer Experience is the Mantra


One of the silver linings of the pandemic is that the sense of newfound freedom feels like a second opportunity in life, encouraging most of us to step out and get the best of what we couldn’t enjoy during the global pandemic. Lend your ears to Sunjae Sharma, Managing Director, India & Southwest Asia, Hyatt India Consultancy. He elucidates, “The human desire to reconnect with loved ones and experience the joy of traveling together to newer destinations has never been so intense.

This is reflected in the growing demand for staycations, workcations, and weekend getaways.” While this passion for socializing promises enormous opportunities for the hospitality industry, it also presents an equal amount of challenges, including new consumer expectations where guests seek convenience and sophistication from their favorite brands.

The exceptional growth trajectory of the Smart Hospitality market is a great indicator of this trend. A smart hotel deploys disruptive technologies such as artificial intelligence and IoT to improve administration, efficiency, and control within the hotel's management as well as to provide better services and experience to customers. For instance, smart TVs can be remotely configured to address visitors by name while also enabling the customer to alter the room's settings via a central control point.

The numerous gadgets may then automatically produce such circumstances due to IoT technology. The Smart Hospitality market, driven by this need to create unique hospitality experiences, is predicted to grow from $13.6 billion in 2022 to $49.9 billion by 2027 (report by at a whopping CAGR of 29.8 percent. It’s a great time to be in the hospitality industry.

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