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Hos­pi­tal­ity and travel brands must trans­form them­selves to serve the new mo­bile on-the-go gen­er­a­tion of trav­ellers. This means in­vest­ing in on­line pay­ment plat­forms, com­mu­ni­ca­tion, m-com­merce, and mar­ket­ing.


Cus­tomers will de­mand more trans­parency, and want to know how travel com­pa­nies are stor­ing, man­ag­ing, us­ing and pro­tect­ing guest data. We will start to see ho­tels us­ing so­phis­ti­cated data en­cryp­tion and even biometric dig­i­tal se­cu­rity mea­sures. Some be­lieve that with the in­tro­duc­tion of stricter data pri­vacy laws, many travel com­pa­nies will ac­tively re­duce the data they record. Like the concierge or the bell­hop, data pro­tec­tion of­fi­cers, re­spon­si­ble for reg­u­lat­ing the pri­vacy and trans­parency of data col­lec­tion, will be­come a com­mon fea­ture at ho­tels.


Another in­ter­est­ing trend is the par­al­lel and con­trast­ing de­sire for tech-free ex­pe­ri­ences. For ex­am­ple, Ap­ple’s new iOS will have re­minders to look away from the phone and In­sta­gram is re­port­edly work­ing on a func­tion to show how long you’ve spent mind­lessly scrolling. Tech-free spa treat­ments, such as those of­fered by the Man­darin Ori­en­tal in Hong Kong, are per­haps a tes­ta­ment to the fact that as great and useful con­nec­tiv­ity is, un­teth­ered mo­ments of re­flec­tion are just as im­por­tant to a trav­eller’s ex­pe­ri­ence.


If a pas­sen­ger’s au­then­ti­ca­tion process could be de­vel­oped on blockchain-based biometric de­vices, the travel ex­pe­ri­ence could be seam­less. They can ver­ify iden­ti­ties or pur­chase travel prod­ucts and ser­vices at any point in the cus­tomer jour­ney. Once the in­dus­try learns to em­brace and mon­e­tize blockchain, this queue-free jour­ney will be a re­al­ity.

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