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This is an important lesson for the travel industry. 2017 should be the year travel companies think beyond the “what” of technology innovation and proliferation—the shiny devices, applications, and capabilities—and understand what technologies consumers are ready to adopt, and what experiences will drive real value. Travel companies must first envision the customer experience they want to deliver. Then, they can explore the technology options best suited to support their goals. — Deloitte white paper 2017


In 2017, hoteliers will leverage the power of mobile to take the on property experience to the next level. For example, Virgin’s hotel app “Lucy” provides some visibility as to where things may be headed. Branded the app that “Makes Things Happen,” Lucy enables guests to control the temperature of their room, order room service, book spa appointments, and even text with hotel staff and other guests. 2017 may be the year when functionality like this loses its “wow” factor and becomes the norm. Hotels should seriously contemplate the implications of falling behind during this next wave of mobile transformation. — Deloitte, but find other source


For 2017, AI holds the most promise for streamlining business processes and reducing operating costs. Airlines have moved past the experimentation phase with machine learning to implementing it. EasyJet is using AI to better stock its planes with food and beverages prior to takeoff. A smaller branch of AI, robotic process automation (RPA), applies principles of AI to help increase efficiencies of enterprise applications such as customer relationship management (CRM) and supply chain management. Overall, throughout 2017, travel companies should be aiming AI at low-hanging fruit by implementing it to automate tedious customer service tasks such as reservation switches and cancellations. — Deloitte, research other source tho

The promise of IoT

The promise of IoT goes beyond the customer experience. Hoteliers, airlines, and other travel companies can also leverage connected sensors to improve operational efficiencies such as energy and water consumption. Additionally, once enough sensors are in place, the integration of advanced analytics and machine learning will propel the IoT platform to an entirely new level some are calling “Cognitive IoT,” which bridges the gap between virtual and physical, creating environments that learn and adapt to customer behavior in real time. It may be a while until the travel industry reaches that level of sophistication, but the wheels are certainly in motion. IoT is scaling quickly—particularly in hospitality and retail, where machine-tomachine connections grew by 88 percent in 2014.18 — Deloitte, research other source tho


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