The "Future of Hospitality" panel at Digital Art Week London on 22 April 2024 convened industry leaders to explore the evolving role of technology in enhancing customer experiences within the hospitality sector. The panel featured Noelle Reno as moderator, with contributions from Benjamin Lickfett of Diageo, Karrie Goldberg of Outernet, James Hughes of Verizon, and Benny Collins of True Agency.
Key Discussion Points:
- Customer Experience as a Core Focus:
- Noelle Reno highlighted the panel's collective obsession with improving customer experiences, noting that both Diageo and Verizon adapt continuously based on consumer feedback and data.
- Karrie Goldberg discussed her involvement in creating versatile spaces at Outernet, designed to adapt to a variety of events and enhance visitor experiences through intelligent design and technology.
- Noelle Reno highlighted the panel's collective obsession with improving customer experiences, noting that both Diageo and Verizon adapt continuously based on consumer feedback and data.
- Integration of Technology in Hospitality:
- Benjamin Lickfett discussed Diageo's focus on using digital innovation to understand consumer behaviours and enhance the enjoyment of their products through memorable experiences.
- James Hughes outlined Verizon's efforts to enhance the customer experience at stadiums and retail venues through seamless technology solutions aimed at reducing wait times and boosting overall engagement.
- Benjamin Lickfett discussed Diageo's focus on using digital innovation to understand consumer behaviours and enhance the enjoyment of their products through memorable experiences.
- Content and Storytelling:
- Benny Collins stressed the importance of storytelling through digital content to engage customers emotionally and effectively, which is vital in the hospitality industry where experiences are paramount.
- Benny Collins stressed the importance of storytelling through digital content to engage customers emotionally and effectively, which is vital in the hospitality industry where experiences are paramount.
- Real-World Applications and Challenges:
- Karrie Goldberg shared challenges and innovative solutions in venue management, such as adapting spaces for diverse events ranging from high-end fashion shows to grassroots music events, ensuring top-notch facilities and experiences for all patrons.
- James Hughes detailed practical implementations of technology in sports venues to drastically reduce wait times for services, thereby enhancing fan experiences and increasing venue revenue.
- Karrie Goldberg shared challenges and innovative solutions in venue management, such as adapting spaces for diverse events ranging from high-end fashion shows to grassroots music events, ensuring top-notch facilities and experiences for all patrons.
- Balancing Technology and Human Connection:
- The panelists discussed the need for high-tech solutions to improve service efficiency and the consumer's desire for authentic human interactions, free from overwhelming digital interference.
- The panelists discussed the need for high-tech solutions to improve service efficiency and the consumer's desire for authentic human interactions, free from overwhelming digital interference.
- Emerging Trends:
- Benjamin Lickfett and James Hughes touched on evolving consumer expectations post-COVID, where there is a greater demand for seamless yet meaningful interactions, whether through advanced technology at events or simplified digital engagements that enhance rather than dominate the experience.
- Benjamin Lickfett and James Hughes touched on evolving consumer expectations post-COVID, where there is a greater demand for seamless yet meaningful interactions, whether through advanced technology at events or simplified digital engagements that enhance rather than dominate the experience.
The panel concluded with insights into the importance of continuously adapting to technological advancements while maintaining the essence of hospitality-personal connection and memorable experiences. This balance is crucial as the industry evolves, ensuring that technology enhances rather than detracts from the human elements of service and engagement.
