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In 2020, we have all witnessed a sharp increase in the usage of remote working and learning technologies such as webinars, e-learning, live events over social media and video communications. In 2021, these technologies will continue to shape all of our professional and social lives. And there is no doubt that the digital transformation across all countries and industries are expected to gain further momentum in 2021 and forward.
Although it is a broad term, digital transformation is a systematic application of some or all of the interrelated technologies such as AI, Advanced Analytics, Biotechnologies, Blockchain, Cloud Computing, Cybersecurity, Contactless Solutions, Cryptocurrencies, IoT, Image Recognition and Mobile Applications. All these technologies will continue to prosper in this new year. However, the technology is only one-side of the calculation.
In order to successfully implement it, people and processes also should be considered and carefully aligned with the digitalization plans.
The effects of applying digitalization will also increase digital nomads who can work remotely without any static workplace. When we say “workplace”, hospitality industry remains to be one of the best choice to work; a similar notion is called as bleisure which is for business and leisure travels.
In order to satisfy this new demand hotels are subject to change their way of serving their customers; which they name “guests”. I do not mean the basic wifi or Internet services or increasing bandwidths because they are already the “hygiene factors”, satisfactory but not sufficient. The main leap in hospital industry would be “digitally engaging with the hotel guests”. For example, our globally awarded and recognized solution named as WeBee enables hotels to digitalize in a way to provide their guests remote orders via their smartphones, contactless check-in, open their hotel room doors with their smartphones instead of magnetic cards and mobile payments. With the arrival of this new solution in hospitality, the hotels does not only track and increase guest satisfaction and their hotel scores in reputation sites but they are able to know their guests better and serve them better. They now have the chance to touch their guests according to the the correct segmentification, with the right, relevant messages and with the right timing. The guests enjoy to get a service fast and without any need to contact anyone face to face and also communicate in their own languages not the local language.
When we broaden the concept from an hotel perspective to a wider destination perspective, countries would need to provide Digital Experience and Engagement Platforms (DEEP), not only to attract more tourists to their tourism destinations but also engage them better and create more experiences. For example, a typical digital destination service only offers content whereas these digital experience and engagement platforms also provide various means of engagement to tourists such as guiding them, enable them to buy event tickets, attend tourism routes, digital navigation, relevant recommendations that will satisfy their specific motivation of travel with the advent of AI technologies.