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The hospitality industry is all about delivering the best guest experience. Whether this is in the local restaurant around the corner, the five-star beach resort that you visit during your holiday or the conference venue where you attend an event. Superior guest experience is what differentiates the winners from the losers within this great industry.

I have always had a passion for the hospitality industry. Ensuring that your guests have a great time is a very rewarding job. With the data era now upon us, delivering personalised service becomes increasingly easier. Moreover, thanks to technologies such as AI, IoT and analytics, it becomes possible to bring guest-centric hospitality to the next level. Welcome to the era of smart hospitality.

It All Starts with Data

Artificial intelligence requires data, a lot of it. The more data you have, the better your AI systems will be. Hence, delivering superior customer experience starts with collecting and storing large amounts of data, at every customer touchpoint and process in the organisation.

This datafication is the process of making a business data-driven, by transforming social action into quantified data. It involves collecting (new) data from various sources and processes using IoT devices or creating detailed customer profiles. Datafying a …

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