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  • Writer's pictureBernhard Lermann

Integration and digital engagement in the hospitality industry

In 2023, there was a sharp increase in the use of technologies. This trend is set to continue

Integration and digital engagement in the hospitality industry

The continuous change in the hospitality industry will continue in 2024. Integration and digital engagement are among the most important trends, according to Paul Damaren, Chief Revenue Officer at RizePoint, a technology leader in the food safety, quality management, compliance, and social responsibility space.  

In the integration realm, 2023 saw a surge in technological adoption, and 2024 is poised to make integration the backbone of industry efficiency. According to HT's 2024 POS Software Trends Survey, 85% of restaurant operators prioritize integrations in their Point-of-Sale (POS) decisions, shaping the following expectations for the new year:

  1. Seamless Ecosystems: The industry will witness the evolution of seamless ecosystems, where various technologies collaborate harmoniously. Point-of-sale systems will integrate with kitchen management, inventory tracking, and customer data platforms. This integration promises reduced errors, operational efficiencies, and insights into customer preferences.

  2. Omnichannel Experiences: Investments in online presence and mobile app technology will intensify, ensuring consistent omnichannel experiences. Customers, whether dining in, ordering takeout, or opting for delivery, will enjoy a uniform level of personalization, convenience, and engagement, including increased instances of loyalty rewards and targeted promotions.

  3. Supply Chain Resilience: Addressing persistent supply chain disruptions, integration will be critical for maintaining a steady flow of ingredients and products. Adopting integrated supply chain solutions with data analytics and real-time tracking will mitigate disruptions, with blockchain technology gaining prominence to enhance transparency and resilience.

On the digital engagement front, the industry's commitment to enhancing customer interactions remains robust, manifesting in various ways:

  1. Personalization: Going beyond menu recommendations, restaurants will extend personalization to every facet of the dining experience. Technology will facilitate deeper connections with customers, offering tailored marketing messages, personalized nutrition plans, and pre-set hotel rooms based on preferences.

  2. Data-Driven Insights: The power of data analytics will be harnessed to gain profound insights into customer behavior. This data-driven approach will inform decisions related to staffing schedules, room prices, and more, ultimately enhancing customer satisfaction.

  3. AI-Driven Engagement: Artificial intelligence will elevate digital engagement through AI-powered chatbots and virtual assistants. These tools will handle inquiries and reservations, improving efficiency, and contribute to curating personalized experiences, fostering customer loyalty.

In conclusion, 2024 promises an exciting year for the hospitality industry, with integration and digital engagement driving innovation, operational efficiency, and heightened customer satisfaction.




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Bernhard Lermann

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