Privacy + Security Issues in personalization

For the Customer:

Information about safe transactions

. Policy link regarding collecting personal data on the website:

https://hospitalityindustry.club/fr/privacy-policy/

. General statement of private policy on each communication by email

. Private policy added next to the chatbot logo of the website

For the team members:

. Train your staff about your private Policy, the collect of the data, the usage that we do of it and the limits of this  usage.

. Newsletter

. Information goal is to implement their stay

https://www.youtube.com/watch?v=DPscaAtv9ug

Artificial Intelligence in hospitality

The engagement of hotels through AI Tools in their business is continuously increasing. It aim is to create relational environment with the guest, not only in the whole process of his experience, but beyond.
AI goal is to personalize the Customer experience with the hotel operator imitating human communication, using the data of the Customer that will identify his needs, habits, and behaviours. The common Tools for hotels is the use of chatbots that will start a communication with the visitor of the website, asking questions and using key words for the better knowledge of the guest.
The objective is to propose the most adapted service to the Customer, from his first visit on website, his booking process, travel information, conciergerie service…

Marriott International chatbot

Edwardian hotels chatbot

Chatbot for hotel demo

to
A chatbot is a conversational application used by companies to deliver information to a wide public. Chatbot conversations are human-like, and depending on the use, there are simple chatbot providing information and other chatbot using AI which are much more sophisticated.
Chatbot have plenty of usage, and in hospitality it can be used to provide hotel info, but also to assist the Customer in the hotel booking.

"A chatbot is a software robot that can interact with an individual or a consumer through an automated conversation service that can be performed through choice trees or through an ability to process natural language.

The chatbot originally used question and answer libraries, but advances in artificial intelligence allow it more and more to "analyze" and "understand" messages through natural language processing technologies (PNL) and to be equipped with learning capacities linked to machine learning."

Source:https://www.definitions-marketing.com/definition/chatbot/

Disney

Disney Omnichannel

Disney has developed omnichannel marketing all along the customers Journey.

My Disney experience helps to plan the entire trip, inform you where to dine, can be used as a mobile app in the park to locate the attraction and view the estimated wait time

Magic Band is an all-in-one device that will act as a room key, photo storage device, food ordering tool,but also checkin at Fast Pass and entrance.

Digital Touchpoints

Digital touchpoints that a hotel will display on his website will engage his responsibility. This is why hotelier will have to look closerly to his current partners and their individual attitude regarding standards commonly accepted.
Logos will be relevant, carbon free, local food, ethical stards logos etc

How the current crisis changed the customer decision journey for travel and hospitality?

The current crisis have put health , sustainability and environment  in general in the center of preoccupation while pursuing a travel Journey.

People will emphasize their choice in destinations that will be more transparent in many aspects of security. (Food) with environmental issues like eating locally food.

A more ethical destinations with respect to human rights and protection of youth.

The example of people being blocked outboard and not being able to go back home when lockdown has been decided
The interest in being part of travel groups is becoming more relevant: one responsible of the travel agency that you can refer and rely on during your journey is a trend of trust, especially in countries where you do not manage the language.

Omni Channel Digital Marketing

Omnichannel is the idea of using all of your channels to create one, unified experience for your customers. This includes both traditional and digital channels, point-of-sale, in-store, and online experiences.

Omnichannel marketing creates a seamless message that adjusts to your customer based on their behavior through your sales funnel, providing the ultimate personalized customer experience.

What’s the difference between omnichannel and multichannel?

The biggest difference between multichannel and omnichannel marketing is that multichannel puts the brand at the center of the strategy and sends the same message out to customers on all channels. This makes multichannel marketing completely different from the omnichannel meaning.

Omnichannel marketing puts the customer at the center of the strategy. In an omnichannel marketing strategy, the message changes and adapts to how the customer has interacted with other channels. SMS marketing strategy should be part of omnichannel communication.

This means that as your customer moves through their customer journey, your channels will automatically update so the next one offers a message that’s relevant to your customer.

Source: https://www.omnisend.com/blog/omnichannel-marketing/

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