think tank recap
TRANSCRIPT
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Think Tank Recap Mobile + Social + Augmented Reality
= New Luxury Experience
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Augmented Reality
• A mix of real and virtual
• Uses the 3D technology
• Augmented reality combined mobile and social for example by using the Layar
app on smartphone
• The app is used to search registered places
• Using the app is almost like a map but the difference is that dots are created on
your screen when you point out your smartphone in a certain direction
• Games can be created
Mobile + social + augmented reality =
new luxury experience
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What will be the impact on customer service expectations of the capabilities presented
• Change behaviors
• Change the way customers act
• Change the customer service because customers will be
more independent
• Customer service will be more personalized and more
intimate because responding better to customer needs
• More interactivity with the customers without being
invasive
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What types of hospitality operations will benefit + how
Augmented reality can be useful in luxury hotels and in different
departments:
Concierge:
ü Women needing jewelry, dress or shoes for an evening can see what it is
going to look like before choosing what they are going to were
ü Out of the hotel service (geolocalization, restaurants, monuments…)
F&B:
ü Showing menus, ingredients used and recipes.
ü Showing what the meals will look like
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What types of services or benefits currently OUTSIDE of a property can be integrated into
presented capabilities
• Customer service can be present in your pocket
• City guide (according to customer’s needs)
⇒ museums, restaurants, tours, stores
⇒ must sees
• Sponsorships and partnerships in order to give better services to customers
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How can a hotel use the capabilities to create digital differentiation -‐ and thus a competitive
advantage
• Creation of the own hotel app
⇒ downloadable before check in and then get an overview of the
hotel structure
⇒ overview of the city before your arrival
⇒ overview of the different services available with augmented reality
⇒ Available laptops to “try” the clothes on
Concierge service in your hand
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What impressed you the most about the particular topic that you selected.
² Creating virtual images when your phone is
looking at reality
² Can see what is around just by having a look and
holding your phone in the right direction
² New experience mixing reality and virtuality
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Watch out… Virtual becomes real!