IDC PlanScape: Digital Transformation for Omni-Experience Customer Engagement in Hospitality

IDC PlanScape: Digital Transformation for Omni-Experience Customer Engagement in Hospitality

  • September 2020 •
  • 8 pages •
  • Report ID: 5975550 •
  • Format: PDF
This IDC study provides a road map for hospitality and travel companies seeking to leverage digital transformation strategies to drive omni-experience (Omni-X) engagement for guests and travelers. Omni-X engagement sits at the nexus of digital innovation and data -- with customer analytics being essential to creating successful cross-channel engagement and holistic experiences across the entire journey for guests."The stakes have been raised on customer engagement and experience and must be optimized across the ever-increasing digital channels through which customers are doing business and communicating," said Dorothy Creamer, senior research analyst, Hospitality and Travel Digital Transformation Strategies, IDC. "Omni-experience customer engagement must be hyper-personalized and microtargeted to ensure consistent, cohesive messaging across a guest journey for frictionless service and effective communication."