February 25th, 2020
47 Technology and the Evolution of Customer Experience in the Hospitality Industry
Technology is driving change in customer expectations across all sectors, especially in the hospitality industry. In this episode, Jeremy and Dave are joined by Hospitality Technology Consultant, James Harrison. The team discusses how the likes of Airbnb and technologies like video streaming platforms and voice assistants are impacting the way hotels serve their customers, from the booking experience to in-room entertainment.
The conversation covers:
- The hotel industry’s slow shift to the cloud.
- Changes to in-room TV and entertainment – the impact of online streaming.
- Impact of SaaS products on the back office in hospitality.
- Changing attitudes to cybersecurity.
- How is the hospitality industry innovating and using new technologies to offer enhanced experiences for customers / guests.
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Jez Ward
Jez is the Global head of Advisory at Cloudreach and an Executive Cloud Advisor, dedicated to helping CxOs deliver high-impact business outcomes in the cloud. He is a trusted IT leader with 30 years in diverse industry roles, including the COO for iRiS Software, SVP for IT at Kempinski Hotels and CIO for JJW Hotels and Resorts.
Darren Bowling
Darren is a Senior Cloud Advisor at Cloudreach. Over the last 20 years, he has held senior roles in IT - from scale ups to large enterprises - advising and mentoring IT leaders on their adoption of new technology, cloud, and broader people and process transformation.
