Understanding the new hospitality landscape

The industry is being reshaped by a combination of forces:

Digital-first expectations

70% of consumers expect hospitality brands to offer personalised experiences that reflect their preferences and behaviour (Source: Salesforce, 2024)

Operational complexity

Labour shortages and cost pressures are making it harder to maintain consistency and quality at scale

Lifestyle convergence

Customers are blending business, leisure, wellness, and entertainment into a single experience and demanding flexibility across services

Brand trust

Consumers are more conscious about who they share their data with and where they shop, choosing trusted, ethical and ecologically aligned brands which reflect their values

Against this backdrop, the need for adaptive, intelligent systems is clear. Businesses must shift from delivering service to creating experience and that requires infrastructure ready to support omnichannel, real-time engagement across all customer touchpoints.