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Future Hotel Smart Guest Communication – Chancen digitalisierter Gastkommunikation entlang der Customer Journey

In: Digital Leadership im Tourismus

Author

Listed:
  • Vanessa Borkmann

    (Fraunhofer IAO)

  • Patrick Stern

    (Fraunhofer IAO)

Abstract

Zusammenfassung Personalisierte Kommunikation mit Gästen entlang der Customer Journey ist ein Erfolgsfaktor für ein Hotel. Die digitale Vernetzung unserer Umgebungen und smarte Echtzeit-Informationen bieten Chancen für ein individualisiertes, bedürfnisorientiertes und situationsbezogenes Kommunikations- und Servicedesign. Durch die Einsatzmöglichkeiten von Künstlicher Intelligenz erfährt insbesondere die Live-Kommunikation entlang der gesamten Customer Journey vielfältige Automatisierungsmöglichkeiten und es entstehen neue Interaktionsszenarien. Im Rahmen des Verbundforschungsprojektes Future Hotel am Fraunhofer IAO wird seit über 13 Jahren an Lösungen für ein optimiertes Hotelerlebnis für Gast und Mitarbeiter geforscht.

Suggested Citation

  • Vanessa Borkmann & Patrick Stern, 2023. "Future Hotel Smart Guest Communication – Chancen digitalisierter Gastkommunikation entlang der Customer Journey," Springer Books, in: Marco A. Gardini & Guido Sommer (ed.), Digital Leadership im Tourismus, pages 353-368, Springer.
    • Handle: RePEc:spr:sprchp:978-3-658-37545-4_16
    DOI: 10.1007/978-3-658-37545-4_16
    as

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