Customer Experience at · Agile Applications Future Ready Infrastructure Flexible Engagement Public...
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Transcript of Customer Experience at · Agile Applications Future Ready Infrastructure Flexible Engagement Public...
Characteristics of a digital hotel
A Digital Hotel proactively leverages disruption
Perks of being digital
• MobileDevices• SocialandCloud• APIEconomyEnablement(corefoundation)• InternetofThings• iBeacons• SocialNetworkAnalysis,GraphingandData
Science
• MobilePayments• Loyalty• HyperlocationandIndoorMapping• NFC• VirtualRealityandImmersive3DExperiences
• SpeechRecognitionandArtificialIntelligence• PeerBasedCurrency• Kiosk/TouchSurfaces
RealTimeConsumerEngagement
DigitalDNA EnablingTech GameChangers
ExtremelyAutomatedProcess
ConstantInnovation
Data-DrivenDecisions
ExtremeBusinessAgility
ProactiveRiskManagement
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Primary Disruptors – Near Term
Secondary Disruptors – Mid Term
Others – Long Term
Customer Experience at a Digital Hotel
EnhancedCustomerExperience
WorkforceProductivity
RiskandComplianceManagement
GreaterOperationalEfficiency
NewBusinessModels
What is a Digital Hotel?
PreCheck-InRetail and AmenitiesReservation Check-In Check-OutIn Room
INTUITIVE AND PERSONALIZED EXPERIENCE AT EVERY STAGE OF CUSTOMER INTERACTION
Dining AND Entertainment
OnlineandMobile
OnlineandMobile
PersonalizedOffers
PersonalDigitalConcierge
ProximityCheck-in
PersonalContentStreaming
PersonalizedOffersfor3rdParty
ThirdPartyEnablement
Modifications Location-BasedOffers
MobileReservations
eWalletAuthorization
SmartRemoteandRoomControlThroughMobileModifications
onMobileMobileOffers mPayments
mPayments
MenuonMobile
Geo-FencingSocialSharing
Airline,Seat-type,RoomSelection
RewardRedemption
SocialSharing
PersonalizedOffersmPayments
PropertyMapsonMobile
RoomServiceMobileCheckout
PickandChooseRoomAmenities
AlertsRewardsandLoyaltyIntegration
SocialSharing
HCL’s Approach to Digitalization
Digital Discovery Tool Set
Enterprise Discovery
Framework
SingleDataDictionary,
SingleDataFlow
Rewrite,Recode,Translate,Implement,upgrade,Re-
implement,SaaS
AgileApplications
FutureReadyInfrastructure
FlexibleEngagement
PublicCloud,PrivateCloud
Cost/consumptionModel
Mobile,Web,Ecommerce,Content,
Multichannel
RevenueImpact
DecisionImpact
HumanIntegration
FutureReady
SocialandEnterprise
Collaboration
M2M,3DPrinting,IndustrialInternet
BI,Analytics,BigData
SVOC
MinimumViableModel
SeamlessFlowofData
Digital Assessment
Tool
EDF
DAT
Empowered by Consolidation and Integration of Apps
Data
Powered by Modern Architecture
Driven by Standardization
Enabled with Customer Experience
Apps
Proposition
Proposition
Components
Components
Benefits
Benefits
Data model
LegacyModernization
CloudEnablement
Commercial Enablement
Omni Channel
BI AND Analytics
Disruptive Technology
Collabora-tion
Integration
Data Fabric
Application Modernization
Digital Transformation2
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WebOrientedArchitectureandResponsivedesign
GovernanceforITToolSelection
OnlineandMobile
DataConsolidationandReportingasaService
DataServiceswithReal-TimeEnablement StandardsBasedApps
DevelopmentUnifiedExperienceAcrossChannelsandDevices
DataAvailableasaServiceforApps
DigitalFirstApproachandArchitecture DevOps Real-TimeandProximity(NFC
/BLE)BasedEngagementCentralIntegrationBackbone-LightweightSOA
API/SOAtoLeverageEco-Systems
StandardsBasedApplicationandDataIntegration
Eco-SystemEnablement
CustomerData-CRMDriven/Customer360
EnterpriseWideDataStrategy BestofBreedApplication
andOpenArchitectureImmersiveExperiences
APIBasedConsumptionofDataandAppFunctions
ExtremeAutomationDrivenArchitecture
EngineeringExcellence LoyaltyandRewardsManagement
CustomerDataforAnalytics
NearReal-TimeDrivenArchitecture
Property/LocationAgnosticArchitecture
Property/LocationAgnosticArchitecture
3rdPartyIntegration
StandardIntegrationof3rdPartyApps
MobileFirstExperience
Charecterstics of A Digital Hotel
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