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IDC Market Glance: AI and Automation in Hospitality, Dining, and Travel, 2Q23

May-23 DOC # US50715723 Presentation

Authors:

• Dorothy Creamer

This IDC Market Glance offers a graphical representation of hospitality, dining, and travel ecosystems through the lens of applying artificial intelligence (AI) and automation. This market overview illustrates key segments of the overall infrastructure components that are being overlaid with AI and automation to drive business value and achieve objectives. Included in each segment are some of the key players with AI-based offerings in each category.

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IDC FutureScape: Worldwide Hospitality, Dining, and Travel 2023 Predictions

Oct-22 DOC # US48650122 IDC DecisionScape

Authors:

• Dorothy Creamer

This IDC study discusses our top 10 predictions for worldwide hospitality, dining, and travel for 2023.

"The rapid digital transformation of the hospitality, dining, and travel industries that occurred over the past few years is not waning," says Dorothy Creamer, research manager, Hospitality and Travel Digital Transformation Strategies at IDC. "Organizations of all sizes are realizing that to remain competitive, they must invest in and develop strong technology strategies. The stakes are high in industries hit hard by the pandemic. They have rebounded but now face greater demands in creating memorable digital-first experiences that will exceed guests' expectations."

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IDC's Worldwide Digital Transformation Use Case Taxonomy, 2022: Experiential Hospitality, Dining, and Travel

Aug-22 DOC # US49228922 Study

Authors:

• Dorothy Creamer

This IDC study describes the most prominent use cases that are being digitally transformed in the hospitality industry. Hospitality organizations can use this document as a guide as they define what and how they will plan for change, innovation, and new technologies along the digital transformation journey. The tables in this document provide insight into the many areas of hotel, restaurant, and travel business processes that organizations should put on their road map. This document defines the strategies, programs, and use cases that will be implemented, highlighting the benefits of moving from current processes to digitally transformed processes, and the technologies that will be required.

Dorothy Creamer, research manager, Hospitality and Travel Digital Transformation Strategies, IDC Retail Insights, says, "Hospitality and travel organizations are focusing on driving efficiencies while improving customer experience through digital transformation. Workforce issues and supply chain challenges create new obstacles for profit while organizations place hyper-focus on building ecosystems to foster business resiliency and be nimble enough to adapt to changing market conditions and customer demands in an increasingly digital and immersive world. This document is designed to provide a road map of strategic priorities to enable the effective and efficient use of technology to deliver on operational and customer-facing objectives."

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Hospitality, Travel, and Dining Become Cloud-First Organizations to Address Challenges, Innovate, and Drive Revenue

Feb-23 DOC # US49910523 Presentation

Authors:

• Dorothy Creamer

This IDC Market Presentation showcases key findings and analysis from IDC's 2022 Worldwide Industry CloudPath Survey. This presentation examines how hospitality, travel, and dining organizations are investing and forging strategies in cloud technology, focusing on what is driving cloud adoption, key concerns, benefits, and the challenges these enterprises continue to face with cloud services.

"The hospitality, travel, and dining industries have made rapid investments in cloud technology over the course of the past several years, and they continue to adjust goals, strategies, and expectations around cloud," says Dorothy Creamer, research manager for IDC's Hospitality and Travel Digital Transformation Strategies. "As hotels, restaurants, and travel providers steadily increase spend on cloud strategies, we observe a shift in objectives and realized benefits from customer facing, including adopting new innovation and improving guest experience, to efficiency oriented, including reducing costs and improving security. This indicates a mindset shift that will continue to establish cloud services and management as a key pillar of technology infrastructure and strategy."

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IDC Survey Spotlight: AI and Data Drive Edge Investments in Hospitality and Travel

May-23 DOC # US49228423 Presentation

Authors:

• Dorothy Creamer

This IDC Survey Spotlight explores what workloads hospitality and travel organizations are prioritizing for deploying at the edge. The data from IDC's Worldwide Industry CloudPath Survey indicates that hospitality and travel organizations recognize the need for access to analytics and the insights that can come from AI and IoT solutions in real time to drive personalized, frictionless experiences across digital channels and on premises.

"Travel and hospitality are increasingly adopting AI and analytics solutions to improve guest and employee experience," says Dorothy Creamer, research manager, Hospitality and Travel Digital Transformation Strategies at IDC. "The need for instant access to data while leveraging cloud solutions is driving more hotels, restaurants, and airlines to consider edge solutions to help with reduced latency and faster access to actionable insights."

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SaaSPath 2023: Industry Banner Books for Professional Services, Media and Entertainment, Utilities, Education, Hospitality and Food Service, and Transportation and Logistics

May-23 DOC # US50657023 Pivot Table

Authors:

• Eric Newmark
• Nadia Ballard
• Frank Della Rosa
• Mickey North Rizza
• Lisa Rowan
• Mark Thomason
• Kevin Permenter
• Heather Hershey
• Patrick Reymann
• Zachary Chertok
• Heather Herbst
• Jeffrey Hojlo
• John Snow
• Simon Ellis
• Aly Pinder

These IDC Pivot Table banner books provide data for IDC's SaaSPath 2023 program, including 23 application categories, broken out by industry: financial services, manufacturing, life sciences, oil and gas, retail, wholesale distribution, professional services, media and entertainment, utilities, education, hospitality and food service, and transportation and logistics.

Coverage includes application adoption, deployment models, budget plans and replacement cycle timing, purchasing preferences and attitudes toward SaaS buying channels, packaging and pricing options, and in-depth vendor reviews, ratings, and spend and advocacy scores for all 23 functional application markets.

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SaaSPath 2023: Banner Books for Accounts Receivable, Accounts Payable, PLM/CAD, Subscription Management, Tax, Treasury Management, Travel and Expense, and Talent Acquisition

May-23 DOC # US50657223 Pivot Table

Authors:

• Eric Newmark
• Nadia Ballard
• Mickey North Rizza
• Lisa Rowan
• Mark Thomason
• Kevin Permenter
• Heather Hershey
• Patrick Reymann
• Zachary Chertok
• Heather Herbst
• Simon Ellis
• Jeffrey Hojlo
• John Snow
• Aly Pinder
• Frank Della Rosa

These IDC Pivot Table banner books provide data for IDC's SaaSPath 2023 program, including 8 of the 23 application categories: accounts payable (AP), accounts receivable (AR), PLM/CAD, subscription management, tax, treasury management, travel and expense (T&E), and talent acquisition.

Coverage includes application adoption, deployment models, budget plans and replacement cycle timing, purchasing preferences and attitudes toward SaaS buying channels, packaging and pricing options, and in-depth vendor reviews, ratings, and spend and advocacy scores for all 23 functional application markets.

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Comcast Builds Upon Foundation of Connectivity and Services to "Power Possibilities" for Hospitality Businesses

May-23 DOC # US50625923 Insight

Authors:

• Dorothy Creamer

This IDC Market Note discusses key announcements, themes, and trends presented during the Comcast Business Analyst Event held in March 2023.

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AI Investments Increase in Hospitality and Travel to Achieve Business Objectives

Mar-23 DOC # US50477523 Presentation

Authors:

• Dorothy Creamer

This IDC Survey Spotlight reveals the top business objectives that hospitality and travel organizations are tapping AI investments to help achieve. AI is being layered across enterprise solutions to help augment employees and make them more efficient while enhancing guest experiences. Investments and strategies encompass everything from hyper-personalized content and messaging to automation that can be used for small tasks and large. Operators are also leveraging AI to identify most profitable channels and appropriately target new and emerging business models to increase revenue.

"Our data shows that hospitality and travel organizations are making AI a major factor in successful business strategies as it is layered throughout key IT initiatives," says Dorothy Creamer, research manager, Hospitality and Travel Digital Transformation Strategies at IDC. "To remain competitive, organizations are recognizing the benefits that AI offers to enhance guest experiences, increase efficiencies, and offer invaluable visibility and insights into supply chain and sustainability efforts."

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Consumer Pulse: Travel and Dining, December 2022

Jan-23 DOC # US50006223 Presentation

Authors:

• David Myhrer

This IDC Market Presentation highlights emerging trends in consumer attitudes and behavior in travel and dining. With respect to meals and dining, generational shifts in attitudes are driving behavioral shifts, which will have far-reaching implications, as Gen Z and Millennials increasingly adopt a lifestyle very different from Gen X and Boomers. This presentation explores these many impacts and the role played by rewards programs. With regards to travel, this document explores the impact of inflation on planned travel over the next 12 months. It also explores how consumers use technology to book and experience travel as well as their receptivity to different kinds of travel experiences, both tech enabled and non tech enabled.

The survey was conducted among over 2,000 consumers in each of the seven countries where it was realized, namely the United States, the United Kingdom, China, Germany, Brazil, Japan, and Turkey.

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IDC Market Glance: Travel and Expense Software, 1Q23

Mar-23 DOC # US50231323 Presentation

Authors:

• Kevin Permenter

This IDC Market Glance provides a glance at the current makeup of the travel and expense software landscape, illustrates the participating vendors, and depicts the segments and structure of the market.

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IDC MarketScape: Worldwide SaaS and Cloud-Enabled Travel and Expense Applications for Enterprise 2022-2023 Vendor Assessment

Dec-22 DOC # US49022122 IDC DecisionScape

Authors:

• Kevin Permenter

This IDC study provides an assessment of the leading SaaS and cloud-enabled travel and expense software solutions and discusses the criteria that are most important for companies to consider when selecting a system.

"IDC believes that vendors looking to capture market share, or even to maintain their current market positions, need to focus on data management concerns of their clients. Building out essential data management features like advanced APIs, AI-based automation capabilities will form foundational software elements to compete in this highly dynamic space," said Kevin Permenter, research director, Financial Applications at IDC.

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IDC MarketScape: Worldwide SaaS and Cloud-Enabled Corporate Travel Booking Applications 2022-2023 Vendor Assessment

Dec-22 DOC # US49022222 IDC DecisionScape

Authors:

• Kevin Permenter

This IDC study provides an assessment of the leading SaaS and cloud-enabled corporate travel booking applications and discusses the criteria that are most important for companies to consider when selecting a system.

"More businesses took the opportunity to add new features to control travel spend or provide more duty of care–related functionality and controls. This was an especially powerful differentiator for software vendors with preexisting ties to new emerging areas within corporate travel booking such as auditing, sustainability, virtual cards, and duty of care," said Kevin Permenter, research director, Financial Applications at IDC.

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IDC MarketScape: Worldwide SaaS and Cloud-Enabled Travel and Expense Applications for Midmarket 2022-2023 Vendor Assessment

Dec-22 DOC # US49022322 IDC DecisionScape

Authors:

• Kevin Permenter

This IDC study provides an assessment of the leading SaaS and cloud-enabled travel and expense applications and discusses the criteria that are most important for companies to consider when selecting a system.

"IDC believes that vendors looking to capture market share, or even to maintain their current market positions need to focus on data management concerns of their clients. Building out essential data management features like advanced APIs and AI-based automation capabilities will form foundational software elements to compete in this highly dynamic space," says Kevin Permenter, research director, Financial Applications at IDC.

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IDC MarketScape: Worldwide SaaS and Cloud-Enabled Travel and Expense Applications for Small Business 2022–2023 Vendor Assessment

Dec-22 DOC # US49022422 IDC DecisionScape

Authors:

• Kevin Permenter

This IDC study provides an assessment of the leading SaaS and cloud-enabled travel and expense applications and discusses the criteria that are most important for companies to consider when selecting a system.

"IDC believes that vendors looking to capture market share, or even to maintain their current market positions, need to focus on data management concerns of their clients. Building out essential data management features like advanced APIs, AI-based automation capabilities will form foundational software elements to compete in this highly dynamic space," Kevin Permenter, research director, Financial Applications at IDC.

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Can IT Make It Easy to Be Green? — Hospitality and Travel Turn to Technology Investments to Achieve Sustainability Initiatives

Dec-22 DOC # US47777822 Insight

Authors:

• Dorothy Creamer

This IDC Perspective highlights the importance of sustainability initiatives in the hospitality and travel industry. Global hospitality and travel enterprises are feeling increased pressure to identify, target, and meet goals pertaining to environmental responsibility. This comes at a time when the grace period for enterprises to digitally transform is rapidly waning as global organizations that wish to be industry leaders are adapting to an age of unprecedented digital acceleration. This mindset shift has created new demands for guest experience as well as employee engagement and overall operations — including those impacting a company's sustainability efforts.

"Rapid technological advancements have given rise to more feverish calls for action on sustainability initiatives as there are more tools at organizations' disposal to mitigate environmental impact, identify opportunities, and track progress," says Dorothy Creamer, research manager, Hospitality and Travel Digital Transformation Strategies, IDC. "As global enterprises are being held accountable for their impact on the climate, hospitality, dining, and travel, organizations are turning to technology to achieve sustainability-focused goals."

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IDC PlanScape: Customer Data Platforms for Hospitality and Travel

Jul-22 DOC # US47778022 IDC DecisionScape

Authors:

• Dorothy Creamer

This IDC PlanScape provides a road map for hospitality and travel organizations considering CDP investments. It breaks down what is driving interest in CDP in hospitality and travel organizations and describes what differentiates CDP from other systems within hospitality technology stacks. The document also identifies what roles (who) should be involved in ensuring CDP strategies are well formulated and effective and how CDP rollouts should be measured against the ability to produce results — namely helping organizations respond and react to customers in real time in personalized and contextualized ways.

"Guest expectations to be recognized and receive personalized service are reaching a fever pitch at a time when guests are utilizing more channels for ordering and interacting with brands. Consumers are aware of the importance of their personal information and the value it holds for brands; therefore, they are conscious of where and how they share data, while expecting improved experiences in exchange. From the perspective of hospitality and travel brands, they want to improve guest satisfaction and drive customer lifetime value (CLV)," said Dorothy Creamer, research manager, Hospitality and Travel Digital Transformation Strategies. "Hospitality and travel organizations are rethinking legacy data strategies as dining, hospitality, and travel experiences have become more immersive, frictionless, and personalized due to guest demand. As brands seek to improve CLV, understanding and engaging with guests in appropriate, meaningful ways will be more important, but it will require data to be accessible across the organization without silos. The ability to analyze all components of customer data will present the opportunity for brands to have a complete picture of guests while adhering to privacy and security standards and being able to deliver the right message, at the right time, on the right channel/device."

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IDC MarketScape: Worldwide Hospitality Property Management Systems 2022 Vendor Assessment

Nov-22 DOC # US48098122 IDC DecisionScape

Authors:

• Dorothy Creamer

This IDC study examines the key strategies and capabilities that hospitality property management system vendors are offering to the worldwide enterprise hospitality market. The study evaluates and examines the strength of vendors as innovation and efficiency partners as well as capabilities in integration and partnerships, user experience, innovation, data reporting and analytics, guest engagement, flexibility, and scalability.

"The hospitality property management system space is rapidly evolving as legacy systems move to the cloud and must adapt to a complex hospitality technology ecosystem. The pressures put on front desk staff require systems that are faster and more intuitive and insightful than ever. This has put a laser focus on the PMS, and technology partners are recognizing that the PMS must be flexible and open in order to offer solutions for hotels across segments and market sizes as the market shifts to seek platform solutions," says Dorothy Creamer, research manager, Hospitality and Travel Digital Transformation Strategies at IDC. "This research uses a comprehensive set of criteria to evaluate PMS vendors that are offering solutions to the global hospitality market. With heightened demand and expectations of guests coupled with strained labor conditions, hospitality operators must evaluate PMS partners on what capabilities they can quickly roll out and iterate to help companies sustain and grow business in the years ahead as digital demands increase."

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Worldwide Travel and Expense Management Software Market Shares, 2021: Data Management Forms New Foundation for T&E

Aug-22 DOC # US48515722 Study

Authors:

• Kevin Permenter

This IDC study reviews the competitive market for travel and expense management software in 2021.

"IDC believes that vendors looking to capture market share or even to maintain their current market positions need to focus on data management concerns of their clients. Building out essential data management features like advanced APIs and artificial intelligence (AI)-based automation capabilities will form foundational software elements to compete in this highly dynamic space," says Kevin Permenter, research director, Financial Applications at IDC.

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Worldwide Travel and Expense Management Software Forecast, 2022–2026

Aug-22 DOC # US48515422 Study

Authors:

• Kevin Permenter

This IDC study examines the market for travel and expense (T&E) management software, which is expected to see solid growth through the forecast period.

"As business travelers settle into the post-pandemic era of business travel and expense management, the number of considerations has increased dramatically. Environmental, social, and safety will play a much larger role, as will analytics/insights. As a result, businesses looking to thrive in the forecast period will need advanced software tools to cope with new aspects of business travel," said Kevin Permenter, research director for Financial Applications at IDC.

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Budgets for Corporate-Liable Smartphones and Tablets Remain Strong in the Face of Hybrid Work, Digital Transformation, and the Return of Business Travel

Dec-22 DOC # US49935422 Presentation

Authors:

• Jason Leigh
• Sandra Wendelken

This IDC Survey Spotlight examines worldwide, North America, and U.S. enterprise expectations around spending on and budgets for corporate-liable (CL) smartphones and tablets during 2022. CL devices have a long history in enterprise, but hybrid work, the return of business travel, and ongoing digital transformation initiatives are driving growth of CL device adoption. Companies seeking to streamline hybrid work hardware options can leverage CL smartphones to provide seamless, secure connectivity to remote employees. Many digital transformation initiatives hinge on providing secure mobile access to corporate resources to remote, traveling, and frontline employees. And with 2023 expected to see a stronger return of business travel, efficiently connecting employees on the road creates more uplift for CL programs. As a result, while many organizations are merely maintaining their existing CL programs, increasingly companies are expanding budgets for CL smartphones and tablets.

Insights are derived from 700+ IT decision-maker responses in IDC's monthly Future Enterprise Resiliency and Spending Survey, Wave 9, October 2022, which examines enterprise spending and investment plans in digital transformation, business resiliency, and specific IT technologies.

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Cloud Investments Deliver on Reducing Costs and Increasing Security for Hospitality and Travel

Sep-22 DOC # US49640522 Presentation

Authors:

• Dorothy Creamer

This IDC Survey Spotlight looks at gaps between what hospitality and travel operators hope to achieve with cloud investments versus which benefits are realized. IDC data shows some differences in what is expected of public versus private investment, but overall, it shows that operators consider cloud technology to be a path to faster innovation, improved security, and cost savings. This IDC Survey Spotlight looks at the top expected benefits of cloud adoption and the outcomes that have been achieved along the cloud journey.

"Hospitality and travel organizations continue to seek faster, more efficient ways to innovate and operate on a daily basis. Moving systems to the cloud has proven to help both small and large enterprises be more resilient and innovate quicker," says Dorothy Creamer, research manager, Hospitality and Travel Digital Transformation Strategies, IDC. "Hospitality and travel providers have recognized the advantages of leaning on cloud partners to address issues with legacy systems, support a remote and mobile workforce, and adapt to changing guest demands, all while being more secure and reducing costs."

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Industry AI Path 2022: Industries Banner Book — Manufacturing, Government, Higher Education, Hospitality and Food Service, Media and Entertainment, Telecommunication, and Professional Services

Nov-22 DOC # US49839122 Pivot Table

Authors:

• Ritu Jyoti
• Eric Newmark
• Nadia Ballard
• Mickey North Rizza

This IDC Pivot Table banner book provides the industry-specific data for IDC's Industry AI Path 2022 program, which offers global insight into the use, impact, and value created by AI/ML within 28 industries, 7 enterprise application markets, and over 200 industry use cases.

Industries include healthcare (payers — United States only, providers — United States only, life sciences), manufacturing (aerospace and defense, automotive, industrial products and equipment, high tech, CPG, chemicals, paper mills, metals and materials), financial services (banking, insurance, capital markets), retail, wholesale distribution, energy (oil and gas, power utilities, water utilities, gas utilities), government (federal — United States only, state and local — United States only, higher education), hospitality and food service (including commercial travel), media and entertainment, telecommunication, and professional services.

Enterprise applications include ERP, finance, SCM, HCM, procurement, EAM, and digital commerce.

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Hospitality and Travel Organizations Prioritize Intelligence from Cloud Providers

Jun-22 DOC # US49377622 Presentation

Authors:

• Dorothy Creamer

This IDC Survey Spotlight examines what key innovative capabilities hospitality and travel organizations are looking for when partnering with cloud providers. IDC data bears out that hospitality, and travel brands are looking to cloud providers to be innovation partners. This IDC Survey Spotlight looks at the top innovative technologies that weigh heaviest in deciding on a cloud services provider.

"Hospitality and travel organizations struggle with legacy systems and being able to quickly scale innovation strategies. With current strains on the workforce, efficiency and automation are also key factors weighing into every decision, including cloud investments," says Dorothy Creamer, research manager, Hospitality and Travel Digital Transformation Strategies, IDC. "Hospitality and travel providers have recognized the advantages of leaning on cloud partners and their computing power for ML/AI innovation to achieve business objectives including increased efficiency, profitability, and guest satisfaction."

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Consumer Market Model Insights: Consumer Travel Spending Expected to Surpass Pre-COVID-19 Pandemic Levels

Sep-22 DOC # US49650322 Insight

Authors:

• Kelly Brown

This IDC Market Perspective provides a prediction and analysis of the return of online consumer travel booking ecommerce spend and advice for service providers as growth occurs. By 2023 consumers will spend $1.4 trillion worldwide in online travel, ticket, and entertainment booking–related spending as consumer travel has returned to levels greater than the beginning of the world pandemic.

"Through IDC's Consumer Market Model, service providers in an array of industries like travel and hospitality can uncover the need to brace for growth ahead in their industries," says Kelly Brown, senior research analyst for IDC's Devices and Consumer group.

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Market Analysis Perspective: Worldwide Travel and Expense Software, 2022

Aug-22 DOC # US48516222 Presentation

Authors:

• Kevin Permenter

This IDC Market Analysis Perspective (MAP) provides a view of the worldwide travel and expense software market. It is designed to summarize key trends driving the industry and provide clients with an opportunity to engage with IDC analysts on the key issues impacting this sector.

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IDC Survey Spotlight: Hospitality Augments Customer Experience with AI-Enabled Solutions

Sep-22 DOC # US48650222 Presentation

Authors:

• Dorothy Creamer

This IDC Survey Spotlight highlights the key technology investments that restaurants and hotels have already made and plan to implement to improve operations. This data shows that a key focus is leveraging AI-enabled technology to enhance guest experience.

"Operators are focused on enabling staff to be more productive, but improving customer experience is still paramount," explains Dorothy Creamer, research manager, Hospitality and Travel Digital Transformation Strategies at IDC. "Fast-growing investment areas will lean into AI and automation to improve efficiency, while ensuring that guests' demands are met and that premiere hospitality experiences are delivered to drive customer loyalty and lifetime value."

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Industry CloudPath 2022: Industry Banner Books for Education, Financial Services, Government, Healthcare, Hospitality and Food Service, Life Sciences, and Manufacturing

Jun-22 DOC # US49294822 Pivot Table

Authors:

• Eric Newmark
• Nadia Ballard
• Frank Della Rosa

This IDC Pivot Table provides data for IDC's Industry CloudPath 2022 Survey, by industry. Banners by region are also available.

Industry CloudPath provides deep insight into how each industry is moving to the cloud for 35 industry segments, including healthcare (payers — U.S. only, providers — U.S. only, pharma, biotech, medical devices, and CROs), manufacturing (discrete, process, aerospace and defense, automotive, industrial products and equipment, high tech, CPG, chemicals, paper mills, and metals and materials), wholesale distribution, financial services (banking, insurance, and capital markets), retail, energy (oil and gas, power utilities, water utilities, and gas utilities), government (federal — U.S. only, state and local — U.S. only), education (K˗12 US only, higher education), hospitality and food service (includes commercial travel), media and entertainment, telecommunications, and professional services.

Coverage includes overall adoption, application migration strategy and timing, drivers and inhibitors, budgeting trends, purchasing preferences, attitudes toward buying channels, vendor ratings and advocacy scores, behavioral trends, and cloud adoption and buying intentions for 300+ industry-specific applications.

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The Power of Digital and Data in the Air Travel Ecosystem

Mar-23 DOC # EUR150438923 Insight

Authors:

• Massimiliano Claps
• Dorothy Creamer

This IDC Perspective analyzes the perfect storm driving investments in digital and data for organizations throughout the travel industry to improve efficiencies, boost revenue, and increase customer loyalty and lifetime value.

"The traveler journey begins long before they reach an airport terminal and the systems and processes that ensure a frictionless experience are becoming increasingly complex. The aviation industry is at a crossroads as the need to modernize systems is aligning with the emergence of new standards and regulations across the ecosystem. The travel ecosystem technology architecture will need to be robust and agile enough to meet the demands of travelers today as well as ready to pivot to the expectations of tomorrow," said Dorothy Creamer, research manager, IDC Hospitality and Travel Digital Transformation Strategies.