The industry is undergoing dramatic change: consumers are now calling the shots
Ramón GalceránFind out more
It’s down to the development of new technologies and the sharing economy, which have given customers flexibility, control and new expectations. There’s also been a shift in the pattern of demand, as millennials become a force to be reckoned with and the emerging economies open up new markets.
It’s a complex environment. Fast-moving. And the industry is responding. It’s engaging more with customers and integrating technology into revised business models.
Just as airlines are reaching out to passengers on social media, so hotels are enhancing guests' experiences through digital check-ins and room customisation. Gaming companies are using analytics to identify preferences. And innovative businesses – restaurants, travel agencies, sports and entertainment venues – are working together to offer clients a seamless and personalised experience.