The Key Trends Shaping The Hospitality Industry In 2018 Go-Wine

Forward by the team at Go Wine: This interview with John Seaton at Cendyn shows how Customer Relationship Management in 2018, is being impacted by artificial intelligence, globalization travel trends and more. In your opinion, what are the top three trends that hoteliers should be aware of going into 2018? A. The evolving nature of the guest experience and keeping up with guests' needs and expectations is a huge focus for the hospitality industry. For a hotel, managing the customer relationship is one of the most critical elements of gaining and increasing loyalty, and yet can be the most difficult for hotels to master, as customers interact with them via a burgeoning number of contact points: email, mobile, social media, at the front desk and throughout the hotel property. Never before has technology played a more important role in improving what is ultimately the human experience of hospitality, both in terms of curating and providing it, but also in the way that customers express their gratitude for that experience in the form of loyalty. B. Secondly, understanding the capabilities of artificial intelligence (AI) and how that can focus and positively affect the interaction between the guest experience and the hotel.