IDC PeerScape: Practices for Delivering the Best Guest Experiences in Hospitality
This IDC PeerScape explores approaches to digital transformation taken by four CIOs in the hospitality industry. Each of these IT leaders successfully migrated their systems off on-premise/in-house technology to a more secure, agile cloud-based environment that supports the frictionless experience guests now expect. These CIOs also worked to transform their organization's mindset from the industry's traditionally risk-averse strategy of "leaning back" to one that looks to the future of technology and imagines how it can transform the guest experience.Leslie Hand, VP, IDC Retail Insights reports, "The hospitality industry is transforming at a breakneck pace as new competitors pose threats to business as usual and the customer demands the best experiences available. Technology investments pivot to those that enable both consistency and responsiveness in world-class experiences throughout the discovery, booking, stay, and support phases of their trip."
Please Note: Extended description available upon request.
- IDC PeerScape Figure
- Executive Summary
- Peer Insights
- Practice 1: Implement First-Mover/Fast-Follower Tech Adoption Patterns
- Challenge
- Examples
- G6 Hospitality
- Wyndham Destinations (Formerly Wyndham Worldwide)
- Vail Resorts
- Guidance
- Practice 2: Focus on Back-End Improvements Over In-Room Technology to Enhance the Customer Experience
- Challenge
- Examples
- G6 Hospitality
- Wyndham Destinations
- Vail Resorts
- Guidance
- Practice 3: Prepare for Increased Privacy Concerns with Improved Transparency and Security
- Challenge
- Examples
- Wyndham Destinations
- Anschutz Entertainment Group (AEG)
- Guidance
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- Related Research
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