Advancements in arena technology: Enhancing customer experience and employee adaptation in the tourism and hospitality industry

Birendra Kishore Roy, Sandilyan Ramanujam Pagaldiviti

Article ID: 2330
Vol 4, Issue 2, 2023
DOI: https://doi.org/10.54517/st.v4i2.2330
Received: 7 July 2023; Accepted: 15 August 2023; Available online: 19 August 2023;
Issue release: 30 December 2023

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Abstract

In today’s fast-paced and highly competitive tourism and hospitality industry, technological advancements play a pivotal role in shaping customer experiences and employee adaptation. Technological innovations such as mobile apps, artificial intelligence (AI), virtual reality (VR), and the Internet of Things (IoT) have revolutionized how businesses interact with their clientele. Mobile apps enable guests to make reservations, check in, and access key information conveniently; while AI-powered chatbots provide instant responses to queries. VR and IoT enhance the immersive experience, allowing customers to preview destinations and control room features seamlessly. Moreover, technology-driven data analytics and personalization algorithms enable businesses to gain valuable insights into customer preferences and behaviour, facilitating customized service delivery. The hospitality industry is seeing the integration of robotics and automation in tasks such as room cleaning and food delivery, freeing up employees to focus on more personalized guest interactions. In this endeavour, technological advancements have emerged as a powerful catalyst, revolutionizing both customer experiences and employee roles within this sector. The significance of this study is indicative in the fact that it addresses a major concern of the level of technology that needs to be adapted and areas where restraint is needed. This research paper delves into the evolving landscape of technology in the tourism and hospitality industry, focusing on its profound impact on enhancing customer experiences and the essential need for employee adaptation.


Keywords

tourism; hospitality industry; customer; technology; artificial intelligence; robotics


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