Why Chinese Tourists Are Not Totally Ready to Make a Revenge Comeback
Dr Yong Chen | March 17, 2023
Insights into the various factors that have impacted Chinese tourists before and after the pandemic, and why the likelihood of a Chinese revenge tourism comeback is slim for the moment. Chinese tourism: Pre and post-Covid Global tourism in 2021 stood at 448 million tourist arrivals and US$637 billion expenditures, which was one-third of the pre-Covid level in 2019. To put it in perspective, the size of global tourism now is equivalent to that of 1990 in terms of tourist arrivals (Figure 1). This unprecedented recession has far eclipsed all impacts of the 1990−91 recession, 2001−02 terrorist attacks, and the 2007−08 global fina...
7 Customer Service Experience Trends to Watch in 2023
Franck Louveau | March 2, 2023
By Franck Louveau As customer expectations continue to evolve, customer service trends are adapting at pace. Businesses from all industries must keep up with emerging customer service experience trends to meet customer expectations and foster better customer relationships which is critical for remaining competitive in the respective market. This blog takes a deep dive into the top 6 customer service experience trends to watch in 2023. Customer service developments in the recent past The past year has ushered in a new paradigm for customer service and customer experience across all industries. The following are some of the latest indus...
Overview of Game-Changing ChatGPT: AI Power To Be Feared or Embraced?
Nicolas Maréchal | February 28, 2023
By Nicolas Maréchal "ChatGPT is a computer program that can chat with you like a human and understand the meaning behind your words. You can interact with ChatGPT by typing in questions or statements, and it will respond with its best understanding of what you're saying. It's important to note that while ChatGPT is highly advanced, it's still a machine, and its responses may not always be perfect." Whilst ChatGPT is very efficient at describing itself clearly and honestly, it is important to have a real-life expert explain the pros and cons of this game-changing AI technology. With a Master’s degree in Big Data and Business Analytics, V...
Implementing Sustainability Training Sessions for Hotel Personnel
Dr Peter Varga | February 17, 2023
By Dr. Peter Varga, Julneth Rogenhofer What can be gained by offering your operational staff a course that explains the theory and foundation of your hotel's sustainability agenda? The answer: many things! From engagement to concrete KPIs, implementing sustainability training sessions for hotel personnel can help move hotel businesses from just focussing on the single bottom line. Becoming more sustainable means going beyond the single bottom line Since the declaration of the Brundtland Report in 1987 and John Elkington’s Triple Bottom Line framework in 1994 (figure on the right), heaps of research and business articles...
Opportunities for Tourism Due to Post-Pandemic Travel Triggers
Dr Cindy Heo | January 30, 2023
By Dr. Cindy Heo Insights from a recent research project that analyzes the post-pandemic emotional triggers behind making travel decisions. The findings highlight how people today are deciding to travel due to a desire to make human connections, find a sense of belonging, create lasting memories and undertake affordable sustainable actions. These new values of travel are opening up important opportunities for hoteliers and DMOs to create innovative and engaging offers based on quality rather than quantity of travel demand. In brief, new opportunities for tourism abound thanks to very personal, human triggers. Impact of Covid-19 on perso...
Hospitality Trends 2023 – the Future Ahead
Tatyana Tsukanova | January 6, 2023
By Tatyana Tsukanova, Lionel Saul As 2022 draws to an end, we can all agree that it has been, once more, a roller-coaster ride for the hospitality industry. However, there is no time to reflect on this year as everyone is already looking ahead to 2023 and predicting which trends will impact our industry. We have summarized eight dominant trends and three springs of innovation we can’t ignore. And, traditionally, some inspiring ideas for you for this Christmas season! Industry insights Trends within trends Exchange rates affecting travel and tourism As of December 2022, the U.S. dollar is at a favorable exchange rate agai...
Sustainable Actions in Hospitality: A Driver for Competitive Advantage
Dr. Steffen Raub | January 4, 2023
By Dr. Steffen Raub Sustainability – A change in perspective The knee jerk reaction of many hoteliers to the topic of sustainability is likely to include statements like “I’d love to, but I can’t afford it …”, “We don’t have the bandwidth…” or “Of all industries, why should hospitality pay to save the planet…?” We suggest a change in perspective. Could sustainability not be seen as a win-win? Could it be that there is untapped potential in sustainability that progressive hospitality firms may be able to uncover? What if engagement in sustainability would not only help the planet and society-at-large but also...
Optimizing Sustainability in Hospitality via Supply and Value Chains
Dr Carlos Martin-Rios | January 3, 2023
By Dr. Carlos Martin-Rios The global supply chain disruptions caused by the Covid-19 pandemic have revealed the weaknesses created by our society and economic model's dependence on global trade. This has led to a unique opportunity for businesses and individuals to review and adapt their business models in order to build a more workable and sustainable future. With an increasing number of customers demanding sustainability in hospitality and hotels, innovation of the logistics of supply and value chains demonstrates a committed approach across all processes. Some experts argue that local and human supply chains are the most sustainable ...
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