Set interactive experiences
The two-way flow of information between customers and digital solutions enables the experiences outlined above. Travelers can connect and personalize their trips through interactive services.
Chris Follett, executive creative director at Publicis Sapient in San Francisco, said digital experiences today are predefined, self-service, engagements. But virtual assistants are expanding the scope of what’s possible in these digital interactions.
“Guided voice assistants are revolutionizing how we interact with digital information by combining conversational guidance, and graphical information, with a touch interface,” Follett said.
These virtual assistants make it much easier for customers to access information in a fun, informal way. They no longer need to thumb through lengthy brochures or skim through irrelevant information to figure out what they need right now.
Hoteliers could learn about the power of interactive technology at every step of the journey from the elaborate sales process for Palazzo del Sol, a luxury condominium development on Fisher Island near Miami.
Before visiting the property, prospective residents can access an invite-only website with views of the island and an iPad chuck-full of sleek photography and information. But the on-site “island immersion room” creates a truly interactive experience. Its touch-screen table and high-definition video walls that showcase the benefits of calling Palazzo del Sol home.
Looking at these trends, it becomes clear that they reinforce and enable the other trends. Lubetsky said they go together so well that they could be seen as four components of a singular megatrend.
“If you are personalizing, you have to come across as authentic, what you are sharing must be interactive because you’re trying to drive an action and if it’s disconnected you’re negatively impacting the customer experience,” he said. “Making it connected, ensures you are tying it all together.”