target audience: TECH BUYER  Publication date: Dec 2023 - Document type: IDC MarketScape - Doc  Document number: # US49531823

IDC MarketScape: Worldwide Omni-Channel Guest Experience Services Providers for Hospitality, Dining, and Travel 2023 Vendor Assessment

By:  Dorothy Creamer Loading


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This IDC study assesses the capabilities and strategies of global services providers with a range of offerings for omni-channel guest experiences in the hospitality, dining, and travel sectors. Key to this evaluation is assessing how IT buyers perceive the effectiveness of omni-channel digital guest experience services in addressing the quickly evolving needs of hospitality and travel organizations while providing measurable business benefits. This study gauges the strategy and capabilities of services providers to offer scalable innovation to support hospitality and travel operators' ongoing digital guest experience efforts across an array of sales and customer support channels.

"The tides have shifted for hospitality and travel operators as omni-channel and digital-first strategies are paramount for guest services and overall experience. With this sea change has come increased need for hotel, restaurant, and travel operators to seek partnership with services providers to maintain competitive advantage and support scalable innovation to blend physical and digital guest experiences that drive customer lifetime value," says Dorothy Creamer, research manager, Hospitality and Travel Digital Transformation Strategies at IDC. "Services providers with established commitment to digital-first innovation that blend an understanding of the unique needs of hospitality and travel are able to provide seamless and engaging cross-channel journeys for travelers and diners while driving efficiency and revenue for operators."


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