See What Avaya’s Cookin’ Up for HITEC 2017
It’s incredible to think that 91% of unhappy customers today don’t complain about their service—they simply leave and never come back. Companies now must be so agile and intuitive that they can anticipate customers’ needs and even mitigate issues before they occur. They’re expected to support a contextualized, consistent experience across every possible interaction channel. If they don’t, the consequences are made clear.
We’re seeing this now more than ever in hospitality, where the majority of leaders are working to innovate the guest experience with unique new touch points. Over 80% are building custom mobile apps. Over 60% want to enhance in-room and on-property guest services. They’re looking to optimize daily workflows by enhancing staff communications. They’re integrating disparate systems to ensure seamless customer data exchange.
More hoteliers are coming to the critical understanding that the future of the guest experience is now. They can either evolve with the smart digital world or risk customers’ next reservations being their last. We’re reaching a significant turning point for the CX in hospitality, which is why we’re so excited about HITEC 2017 coming June 26-29.
HITEC is the world’s largest hospitality technology show, boasting up to 6,000 attendees across over 50 countries. Attendees can meet with hundreds of market-leading vendors for educational sessions and demos that show how to best meet the next-gen needs of guests today and in the future. Avaya will be joining over 300 exhibitors this year (check us out at Booth 2627) to connect, educate, and demonstrate what the future of the guest experience looks like.
In the last few months we’ve been blogging about our vision of a truly competitive, tech-driven guest experience—from data analytics to resource matching to custom, embedded communications. We can’t wait to show tangible examples of how this vision can be executed.
Here’s a taste of what attendees will be able to do with Avaya on HITEC’s tradeshow floor:
- Simulate the end-to-end hotel experience: Gartner estimates that 100 million consumers will be shopping in virtual reality by 2020. We think they’ll be virtually touring properties and booking reservations, too. We’ll be showing hoteliers exactly how they can create this kind of interactive, virtual environment using the Avaya Breeze™ Platform and the Avaya Oceana™ Better yet, we’ll demonstrate real-life cases of how companies have already done so. Consider EXP360, which integrated its solution into Avaya Oceana™ Workspaces to help agents guide customers through immersive VR experiences. Keep in mind that this virtual environment can be leveraged to innovate guest-facing functions, but also to upsell, cross-sell, and train new hires.
- Virtualize the in-room experience: There are 8.4 billion connected devices in use today, representing an incredible increase of 31% from last year. The world is shifting to an open business ecosystem in which endless touch points can be intelligently connected to enhance the CX. This opens the floodgates of opportunity for hospitality leaders, especially considering the guest room. We’ll be demoing how to create an intelligent, connected, automated guest room experience (i.e., lights, music, TV, drapes) using the Avaya Vantage™ desktop device. We’ll also showcase how Avaya Devconnect partner Arowana used Avaya Vantage to build its tablet-based, in-room guest experience solution, Houdini.
- Automate proactive notifications: Anticipatory engagement is at the heart of today’s next-gen customer experience. Using Avaya Breeze, we’ll be showing attendees how to create automated, multichannel (i.e., text, email or voice) notifications that proactively anticipate guest needs and identify issues before they arise. Whether it’s a change to an upcoming stay, a personalized suggestion of what to pack, a confirmation of a spa appointment, or a reminder about the time and location of a keynote presentation, attendees will learn how to push out automated notifications that enhance the guest experience at every turn. Consider also how automated notifications can inform guests of financial activity. For example, suspicious transactions can be acted upon to inform guests and give them an opportunity to verify the transaction or investigate further.
We hope to see you at HITEC 2017—taking place June 26-29 at the Metro Toronto Convention Centre—in Booth 2627. If you can’t make it to the show, chat with an Avaya rep or contact a Partner to discuss how to book an in-person or online demo.