Within the hospitality industry, there is still uncertainty among businesses due to the perception that the move towards Industry 4.0 could undermine the value of human interactions which forms the foundation of exceptional customer service. Furthermore, many businesses struggle to utilise the right technologies where it truly matters, thus leading to greater insecurity towards the benefits Hospitality 4.0 could bring.
While such concerns are valid, there is potential to mitigate them to allow hospitality players to methodically find its footing in the new digital age, rather than diving head-first without the proper preparation and understanding.
Harnessing digitalisation to boost employee value
Digital transformation has made an already crowded hospitality industry even more competitive, with businesses constantly jostling for position in an ongoing battle to win loyal customers and market share by adopting the latest technologies.
But can machines replace humans in the hospitality industry? Will digitalisation render human interactions – core to a positive customer experience – obsolete? The key difference between surviving and thriving in the new era will come down to how new technologies are adopted to provide support to employees in providing personalised services to customers.
For instance, Artificial Intelligence (AI) can help to elevate businesses’ understanding of their customers as it allows them to collect relevant information and gain valuable insights from the vast amount of data that is created throughout one’s lifetime.
This story is from the March 2020 edition of Express Food & Hospitality.
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This story is from the March 2020 edition of Express Food & Hospitality.
Start your 7-day Magzter GOLD free trial to access thousands of curated premium stories, and 9,000+ magazines and newspapers.
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