The 5th annual Customer Engagement Technology Study takes a look at experience through the lens of the consumer. This year’s report aims to call attention to the emerging field of Customer Experience Management (CXM) within hotel and restaurant companies, and identifying strategies, resources and technologies that are being deployed as a part of CXM efforts.
For the first time, the study polled hotel and restaurant consumers about technologies that have the greatest impact on decisions to stay or dine at certain hotels and restaurants. The report utilizes gap analysis to identify areas where hotel and restaurant efforts are falling short of consumer preferences. These gaps should become priority areas for future development.