Our founder and CEO, Jessica Gillingham, joined Adrian Tennant on IN CLEAR FOCUS, a podcast by BigEye to unpack how technology is reshaping hospitality marketing and the guest experience end-to-end. Drawing on insights from Tech-Enabled Hospitality—based on interviews with 38 senior leaders across 13 countries—Jessica explains why the path to loyalty runs through seamless digital journeys, smarter data use, and a re-set of how brands build trust.
Key takeaways
- From transactions to relationships – The industry still treats stays as “nights,” not lifetime value. Winning brands build direct relationships that continue well beyond checkout.
- Fix the digital journey – Guests expect smooth, intuitive paths from search to booking to post-stay. Clunky handoffs and missing data break trust and kill conversion.
- Break the data silos – Reliance on OTAs and fragmented tech stacks blocks true personalization. Marketers need connected PMS/CRM/guest tools to recognise returning guests and anticipate needs.
- Personalisation at scale – Use guest apps and AI-enabled comms to deliver timely, relevant service, not just point-based “loyalty.” Membership-style models and utility-led perks create real stickiness.
- Tech is a cultural choice – Digital transformation works when leadership embeds it as strategy, not a tool list. Start with guest needs, then select tech that enables them.
- Practical examples – Digital-first hotel concepts that operate with minimal on-site staff, and opt-in housekeeping models that boost privacy and efficiency, show how tech can enhance the human experience.
Why this matters
Today’s guests are digital natives. If your brand can’t meet them with a seamless journey, clear value, and consistent recognition, you lose trust—and bookings. Jessica’s conversation sets out a practical path: align teams on guest-first strategy, connect your data, and use technology to deepen the human touch.
Explore further
- Book: Tech-Enabled Hospitality: Strategies to Elevate Guest Experience and Operational Efficiency
- Learn how Abode Worldwide helps hospitality and proptech brands build credibility, visibility, and authority.
