Microsoft is exploring the idea of incorporating strategies from the gaming industry to enhance the customer experience in travel. By drawing parallels with Xbox, Microsoft aims to leverage personal AI assistants and digital IDs to create personalized experiences for travelers. Shane O’Flaherty, Microsoft’s global director of travel, transportation, and hospitality, highlighted the importance of emotional engagement with consumers in driving repeat business. By focusing on creating memories and community-building events, hotels can enhance their guest experience and foster a stronger connection with their brand.
In the gaming industry, tactics such as personalized events and progression unlocks have proven to be successful in driving consumer engagement. For example, if a hotel identifies a group of guests with a shared interest, such as whisky tasting, they could organize impromptu events to create a sense of community among guests. By encouraging guests to complete tasks in exchange for rewards, such as taking a selfie on a hotel balcony and sharing it on social media, hotels can enhance the overall customer journey. O’Flaherty emphasizes the importance of content and community in redefining the future of customer experiences in the travel industry.
Central to enabling this level of personalization is access to specific guest data. Microsoft, along with other technology companies, is working to help travel companies build robust digital profiles for guests. Drawing inspiration from Starbucks’ customer app, where data from user purchases is used to make relevant offers in the future, O’Flaherty sees this as a low-hanging fruit in the industry. Microsoft has heavily invested in AI research, spending $50 billion on research last year alone, with a focus on deploying generative AI technology sourced from OpenAI. By leveraging AI capabilities, travel companies can unlock new opportunities for personalization and enhance the customer experience.
The integration of AI and personalized experiences has the potential to revolutionize the travel industry. By tapping into the wealth of data available and leveraging gaming tactics to drive emotional engagement, travel companies can create memorable experiences for their guests. O’Flaherty envisions a future where every traveler has access to a personal AI assistant and a digital ID, enabling travel companies to deliver tailored experiences based on individual preferences. As the industry continues to evolve, it is essential for travel companies to embrace technology and innovative strategies to stay ahead and meet the growing demands of consumers. With Microsoft at the forefront of this transformation, the future of travel experiences looks promising and full of possibilities.
