This article discusses the shift in the way hospitality businesses can engage with customers and the channels they can use, and likewise, how the demands and expectations of guests have also changed.

With 97% of global consumers saying customer service is important in their loyalty to a brand, and 76% that  customer service shows how much a company values them, hospitality businesses need to embrace any way to improve their quality of engagement with their guests via all channels – online, in person, apps, on mobile, over the phone, in-room features, mobile-friendly websites and successfully managing social media channels.

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