IDC PlanScape: Contactless Technology for Resiliency in Hospitality

December 2020 •
12 pages •
Report ID: 6001509 •
Format: PDF

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This IDC PlanScape provides a road map for hospitality and travel companies to leverage digital transformation strategies to drive seamless, augmented experiences in the appropriate and desired settings, where physical contact with a human is removed."Contactless service is an extension of frictionless journeys, offering holistic, digitally enabled experiences to guests and empowering brands to deliver the same level of quality while minimizing contact between employees and customers," said Dorothy Creamer, senior research analyst, Hospitality and Travel Digital Transformation Strategies at IDC. "Operational considerations will be key to ensure that user experiences are consistent and appropriate, regardless of the level of technical complexity of solutions. Providing contactless service will require an amalgamation of technical solutions and service-minded technique. The nuance will help bridge the gap for hospitality between the high-touch and high-tech benefits that contactless service in hospitality can -- and must -- deliver on in the COVID-19 era."

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