The hospitality industry already has to master omnichannel customer service across contact in person and online, via mobile phones and social media platforms, voice, text, live chat and more.

The latest must-have technologies center on the Internet of Things (IoT), and already we see Amazon Echo virtual voice assistants in guest rooms. There are about 17.6 billion IoT devices connected today, and a recent survey showed that 38% of organisations have identified customer service is a key driver for their IoT initiatives over the next 12–24 months.

But if you adopt the latest technology, you need to implement it well, since customers will expect more and more efficiency and have higher expectations that need to be met. IoT-augmented customer service will be great, but needs to be done well.

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