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Premraj Agnello Furtado

Industry Consultant, Travel, Transportation and Hospitality, TCS

Driving personalization in the hospitality industry for improved revenues and CX

The human element is central to the functioning of the hospitality industry right from the booking process to check out. However, digitalization has severely commoditized the industry and reduced it to a mere showcase of price-comparative products , resulting in unmet customer needs. The hospitality industry needs to find a way to reintroduce the human touch even as it looks at improving its global reach and market share. Reservations is the beginning of the customer journey and an improved customer experience at this point will ensure better sales. This paper highlights an algorithmic approach for personalizing product offerings during reservations. With this, hotels can enable meaningful customer interactions resulting in better conversion rates and improved customer experience.