03 Jul 2012
According to us, it’s exactly the same for the hospitality industry. Highlights from the video in the attached link:
1) By 2015, mobile will be the new dominant channel.
2) Smart phones and websites will dominate passenger interaction. Smart phones will dominate customer services.
3) Maximum growth in mobile as a distribution channel.
4) Personalization – major opportunity for direct channels.
5) By 2015, self service will come of age.