White paper: Why messaging is the gateway to great customer experience

The boardrooms of many hotels have heard the words “our guests want a seamless experience” and many hotel executives have wrestled with how to deliver it, particularly in a world where hotels are burdened with siloed and legacy technologies across the guest journey.

There have been many strategies employed to try and achieve this. Many luxury hotels have attempted to achieve this by increasing the staff to guest ratio, developing sophisticated policies and procedures, and investing in expensive training programmes but they still fail to deliver across the entire guest journey where many elements are not in their direct control.

The heart of the issue is in the disparate systems that exist across the customer journey that are rarely integrated, have varied user interfaces, and hold differing profiles and preferences.

In this white paper, we explore how the exponential rise in the use of messaging allows hoteliers to deliver on the long-sought-after “seamless experience”. Not only can messaging help deliver a better guest experience, it is also a key enabler in driving ancillary revenues.