Since the onset of the health pandemic, much has been said about the need for businesses to change and adapt to an ever-evolving world. Businesses are incited to innovate and seize new opportunities as lifestyles have morphed to accommodate this transformation.

 

Customer behaviour and demand in some sectors such as tourism and hospitality have rescinded, obliterating many businesses in the face of the prolonged lockdown. Those that remain open are bleeding survivors gasping for new hope, a fresh dawn.

 

When one is in survival mode, creativity, which is the birth mother of innovation, feels like a tall ask. And while innovation is essentially a new way of doing things and not exclusive to technology, we cannot deny that digital is driving the way we connect on all levels from commerce to culture and everything in between.

 

If you’re a tourism entrepreneur or business owner here are some of the technological trends that could enhance your business now and in the future.

 

Self check-in

Self check-in is not new; airlines introduced this innovation several years back. What is new is that this method is moving into the hospitality and accommodation space. It has obvious benefits for social distancing, but it also saves time and offers flexibility for guests, especially business travellers.

 

Establishments no longer need to wait for a guest who has lost his or her way or has been delayed. We believe that a hybrid of self check-in and in-person welcome should be tailored to meet specific guest needs.

 

Here is what has been done in Myeongdong, South Korea.

 

Contactless payments

Again, contactless payments have been around for a while and are gaining ground. There are various forms of this type of payment that have evolved giving guests and customers even greater flexibility and more convenience on how they want to pay.

 

You can create payment gates on your website or enable tap-and-go payments for smaller payments, for example. As a small business or start-up, speak to your bank or financial services provider to find the best solution for you.

 

Artificial intelligence (AI)

The term AI covers a broad spectrum and is used to describe intelligence demonstrated by machines. It is the ability of a computer or computer-controlled robot to perform tasks commonly associated with intelligence that is characteristic of humans.

 

Chatbots are an example; they give businesses the opportunity to provide around-the-clock customer support and advice. In the travel sector, it can translate to bookings, making recommendations or managing basic frequently asked questions. 

 

Here is what is possible. Voice control and search is another application which is increasingly useful.


On a more sophisticated end of the AI spectrum, we see robots that are used to police social distancing, carry personal belongings to guest rooms, act as concierges, assist at airports and travel agencies, or even replace waiters in restaurants.

 

They can also be used to clean rooms, manage guests’ body temperature, and for room service.

 

Virtual Reality (VR)

VR has become particularly useful during the health pandemic for its ability to provide a simulated experience that can inspire potential guests for when travel becomes more frequent in the future.

 

If you own a guest lodge, rent any type of accommodation or a tourism experience such as hiking or bungy-jumping, for example, VR can create excitement about having a real experience and show guests what to expect. The opportunities with VR are endless and in a competitive environment, it could give your business an edge.


Some trends are easier to adopt than others in the short-term. And while some may be capital intensive, especially for smaller businesses, we know that once technology has gained momentum and becomes more mainstream, it will be easier to adapt and replicate.

 

Remember, you can still find creative ways to introduce technological innovation in your business. The sky’s the limit!

 

First published on 23 June 2021 here.