Drivers of Change in Hospitality
As the number of people travelling grows at a rapid rate, so too do consumer demands on the hospitality industry – resetting expectations around how people shop, book and experience travel. What does the future look like? How will technology shape and influence new norms? Drivers of change in hospitality explores tomorrow’s world.
Partnering with IHG, global travel technology group Amadeus commissioned a report by consumer trends research agency Foresight Factory to identify drivers shaping the future of our hospitality industry. The report includes further analysis into the industry impact of these drivers by Cornell’s Center of Hospitality Research.
Three trends are explored: The Rise of Tech-Augmented Hospitality; Achieving Cult Status at Scale; and The Beginning of the End for Room Types. Threaded throughout is the increasingly powerful role technology plays in meeting the needs of the modern-day traveler.
Industry experts say:
"The hospitality industry is on the cusp of a new chapter. Guests are seeking richer individual relationships and seamless experiences with their hospitality providers, and are willing to share more data and insights than ever before."
Chris K Anderson
Director of Center for Hospitality Research, Cornell University
"This study, informed by both consumer research and expert industry insight, identifies some of the key drivers and emerging trends that affect the guest experience, brand loyalty and the role of technology."
Francisco Perez-Lozao Ruter
Senior Vice-President, Hospitality, Amadeus
"Modern expectations around travel continue to become more complex and sophisticated, with shifting consumer dynamics and increasingly intelligent technology pushing the boundaries of what is possible. IHG has proven itself to be pioneering and ambitious over many decades and this paper offers perspective on how the hotel experience could further evolve in the not too distant future."
George Turner
Chief Commercial and Technology Officer, IHG