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IDC FutureScape: Worldwide Hospitality, Travel, and Transportation 2018 Predictions

IDC FutureScape: Worldwide Hospitality, Travel, and Transportation 2018 Predictions

This IDC study lays out the most important decisions we believe organizations in the hospitality, travel, and transportation sectors will confront over the next few years. They are meant to guide senior IT executives in the formation of their strategic IT plan. Key themes include new ways of delighting the guests, more integrated IT and operations, business security, and rethinking the future of work, through digital transformation (DX). While the predictions offered here largely focus on the near term to midterm (2018–2021), the impact of many of these predictions will be felt for years to come. Most of our predictions refer to a continuum of change within the wider ecosystem of the hospitality, travel, and transportation industries. "Organizations in the hospitality, travel, and transportation industries will proactively drive experiential customer delight and operational efficiencies through digital transformation. Not only will it result in better alignment of business and technology outcomes but also improve guest/passenger experience, employee satisfaction, and brand reputation." — Jaideep Thyagarajan, senior market analyst, IDC Retail Insights

Please Note: Extended description available upon request.


IDC FutureScape Figure
Executive Summary
IDC FutureScape Predictions
Summary of External Drivers
Predictions: Impact on Technology Buyers
Prediction 1: By 2021, DX Investments in Hospitality Will Increase 30%, Driven by Improving Operational Efficiency and New Innovations in Hospitality-Related 3rd Platform Technologies
Associated Drivers
IT Impact
Guidance
Prediction 2: By 2020, Digitized Hoteliers Will Have Implemented Guest Experience Platforms, Supported by Cognitive Capabilities, to Provide 360-Degree Customer Engagement, Increasing Customer Loyalty by 20%
Associated Drivers
IT Impact
Guidance
Prediction 3: By 2019, 50% of New Hospitality, Travel, and Transportation Applications Purchased Will Be Deployed in the Cloud to Secure Business Objectives, Particularly Reinventing Guest/Passenger Experience and Event/Incident Management
Associated Drivers
IT Impact
Guidance
Prediction 4: By 2019, Due to Rising Cyberthreats, 30% of Hoteliers, Travel, and Transportation Companies Will Have Adopted Integrated Security Platform Solutions to Protect Digital Properties, Corporate Data, and Guest Information
Associated Drivers
IT Impact
Guidance
Prediction 5: The Adoption of Mobile Guest Experience Solutions Will Drive Additional Guest Spending, Enabling Hoteliers to Increase Revenue by Up to 10% by End of 2018
Associated Drivers
IT Impact
Guidance
Prediction 6: By 2021, Through Automation, Augmentation, and/or the Assistance of Hotel Guest Activities, Cognitive Robots Will Deliver Efficiency Gains of Up to 20%
Associated Drivers
IT Impact
Guidance
Prediction 7: By 2021, at Least 50% of Hotel Chains Worldwide Will Have Adopted an Omni-Channel Marketing Approach Enabling Them to Drive Cost Savings by 15%
Associated Drivers
IT Impact
Guidance
Prediction 8: By the End of 2018, 25% of Four-Star and Above Chain-Branded Hotels Will Have Implemented Connected-Room Technology to Personalize Guest Experience and Improve Service Delivery, Satisfaction, and Operational Efficiency
Associated Drivers
IT Impact
Guidance
Prediction 9: By 2020, Through the Implementation of 3rd Platform Technologies, Hotel Chains, Travel Agencies, and Transportation Companies Will Have Transformed Their Workforces to Better Manage Resources and Reduce Operational Costs, Achieving Savings of Up to 10%
Associated Drivers
IT Impact
Guidance
Prediction 10: By 2019, AI Will Have Been Adopted by 70% of Online Travel Agencies and 60% of Hoteliers Worldwide, Thus Improving New Customer Addition by Up to 30%
Associated Drivers
IT Impact
Guidance
Advice for Technology Buyers
External Drivers: Detail
Accelerating DX: Technology-Centric Transformation Altering Business and Society
Pace of Change: Technology Capabilities Enable Sustainable Change at the Speed of Digital Business
DX Delta: Leaders and Disruptors Widen Performance Gap
Human Versus Machine: The Impact of AI and Automation
Sense, Compute, Actuate: The New Data-Centric Paradigm
Platform Disruption: Unleashing Digital Innovation's Power for Scale
Cyberthreats: Theft, Ransom, Cyberattack on the Rise

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