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Chatbots are already enabling deeper and easier traveler communication – and they are expanding daily to different mediums: chat, social channels, voice assistants and more. And new tools and technologies in this space will allow hoteliers to connect with consumers in deeper and more meaningful ways, and with increased personalization. Voice-enabled digital assistants are poised to not just change the travel industry, but nearly every industry we touch in our lives. By 2021, there will be 7.5 billion digital assistants in the world. Amazon’s Alexa, Google Home and others have already sold more than 20 million devices (a number expected to double in less than a year). (CIRP) In 2017, 35.6 million Americans used a voice-activated assistant device at least once a month. That’s a jump of more than 128% over last year. (eMarketer) Since 1987, the share of consumer spending on live experiences and events relative to total U.S. consumer spending increased 70%. In 2018, consumers will not just book a hotel room, they will book the experience that happens during their time in the market – from dinner reservations, to tours and activities to entertainment. A recent multi-generational study by Brand Expedia shows that 80% of travelers find it useful to book all their trip components together, and for Gen Z, that jumps to a massive 87%. Convenience is king. The upside for hotels is that offering rooms in “package bookings,” alongside flights and cars, typically means higher ADR, longer booking windows and fewer cancellations. Plus, consumers can streamline their research and booking into one seamless purchase. Packages really are a win-win. Read original article |
