raj singh

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raj singh

Humans and AI: How to Improve Guest Services in a New Collaborative Way

Raj Singh | March 14, 2019

By Raj Singh It's commonly known that assembly line workers often experience burnout from the repetitive, mind-numbing nature of their jobs. In their instance, though, there's not much they can do on the job to battle their burnout and job dissatisfaction that still allows them to retain their jobs. It's a take-it-or-leave-it situation. The parallel in hospitality guest services - the frontline employee who fields repetitive, oftentimes mundane guest requests all day. Fortunately, there's an emerging alternative: a new breed of collaborative solution where humans and artificial intelligence (AI) work together. This hybri...

Top 3 Technology Trends Casinos Should Watch for at 2019 Oi Summit

Raj Singh | February 21, 2019

By Raj Singh, CEO, Go Moment Across the country, casinos and resorts are being disrupted by innovative, connected, "always-on" technologies. This disruption has been led largely by guest demand. Guests have come to expect instant answers and service at their fingertips by way of their mobile phones. Recently, Google's Chief Evangelist of Brand Marketing, Gopi Kallayil, said that the pervasiveness of this kind of connectivity has created "rapid, cultural shifts and changed the way people expect things from their brands." This has created "more curious, demanding, and impatient consumers." In Las Vegas today, only 34% of casino revenue co...

Hotel Smartconcierges Going Mainstream

Raj Singh | February 14, 2019

By Raj Singh, CEO, Go Moment "Great customer service is […] a systematic reinvention of established technology, data, and operations — leveraging automation, data, and agents together to exploit each of their unique strengths." These were the words of Forrester Vice President and Principal Analyst for Application Development & Delivery Professionals, Kate Leggett, in the beginning of 2018. In her analysis, Leggett overviewed three broad customer service trends that also well-apply to the hotel industry: 1) Customers demand fast service anywhere, anytime; 2) Automation and artificial intelligence (AI) quells headcount in...

Major Trends to Watch for at HSMAI NY Conference

Raj Singh | January 17, 2019

By Raj Singh, CEO, Go Moment As I think about what to get excited about at HSMAI's Digital Marketing Strategy Conference 2019 taking place later this month in New York, the fast-evolving guest experience comes to mind. And, of course, hotel guest experience in 2019 will be enabled by more and better technologies. Here's what I see trending: The Impact of Voice-Enabled Intelligent Assistants Smartphones already come with voice-activated assistance built-in. Amazon recently revealed it had sold over 100 million Alexa-enabled devices. Google announced that 1 Billion devices support its Assistant product. This news validates that people are...

Generation AI - How Hotels Are Adapting to the Demands of More Millennial Guests

Raj Singh | January 3, 2019

By Raj Singh, CEO, Go Moment In the year 2020, one short year from now, the oldest millennials will turn 40, a milestone birthday. This means that millennials, currently the most significant consumer demographic, have been booking hotels stays for nearly 20 years. They have been the first generation to be able to use the Internet and mobile technology to research, book, and experience their stays. For this reason, they're called the Do-It-Yourself Generation. And these DIYers demand experiences that have caused hotels to scrutinize many aspects of how they do business. Hoteliers recognize that millennials -- and their successor Gen Zs -...

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