A new report from Amadeus and IHG suggests travellers are ready for hotels move to cloud-based Customer Reservation Systems which will enable the hotel sector to move from a purely transactional to an experiential relationship with customers.

Three key predictions in the report Drivers of Change in Hospitality, based on a global survey of 7,500 travellers, industry professionals and alternative accommodation providers, are that: in future rooms will be sold less by type and more around personalised customer requirements; technology will increasingly fill gaps, but not replace people, in the services process; and that all kinds of properties will build communities with guests using social media and technology.

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