Driving the Digital Guest Experience Forward

When it comes to the digital guest experience, can you afford to offer anything less than the best?We read it and heard it repeatedly in 2020; COVID-19 has changed the hospitality industry forever. The way that businesses and operations are run, the consumer outlook, their needs and requirements have all switched direction to adapt to what has been termed, the new normal.

Much of the focus on change has revolved around the physical ordering and dining space. How to adapt the layout of the point of sale, how to demonstrate a commitment to hygienic practices and how the adoption of ordering technologies can promote social distancing and reduce staff/guest contact. Less commented on is the fact that consumer-facing technology interfaces need to evolve in order to drive the digital guest experience forward.

There is no doubt that consumers have been encouraged down a path of digital adoption. In following that road, those same consumers have become more perceptive and less accepting of…