AAJ is now OZ

Travel & Hospitality

Customer Experience is More than Beds,

Meals,

and Seats

Then

Just 10 years ago

hotels and cruise lines focused on occupancy rates, airlines on revenue per seat, restaurants on the numbers of times they could turn a table and taxis failed to uniformly offer the ability to pay for a cab using a credit card.

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Uber transformed

the passenger car ride industry through an exacting marriage of customer experience (CX) and digital technology. The customer now picks when and where the car will pick them up via a mobile app rather than hailing on a street or calling a number, chooses the car type and driver rather than chance, knows the route the driver is taking and expected time of arrival and pays digitally via the app rather than diverting to an ATM for cash.

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Now

Now

Although

the hotel and resort, cruise line, airline and restaurant industries have come a long way to improving their CX - underpinned by digital disruptive technologies - they still have a long way to go to prevent the prospect of being Uber’ized in their industry.

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IoT

in every Hotel Room and Cruise Cabin: Enable Voice and Mobile App control of all entertainment devices, lighting, temperature control devices, curtains/blinds, room service and a virtual concierge and booking service. The interactivity of Voice control and the data captured by these devices will greatly enhance the customer experience.

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Our Point

of View

Our Point

of View

Augmented Reality (AR)

in every Hotel, Resort, Casino and Cruise Liner: AR stations that allow guests to experience and book all of the guest facilities such as shopping, pools, sports, restaurants, bars as well as experience and book activities and excursions that the hotels, cruises and partners offer

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Facial Recognition and RFID

in every Hotel, Resort, Cruise Liner, Casino, Airport Terminal and Restaurant: Facial Recognition and RFID tracking to enhance the Customer Experience through employees always knowing guests names, preferences, predicting their needs and asks and optimizing the flow and engagement through their customer journeys

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Our Point

of View

This is the new Customer Experience

This is CXnew



At OZ, we are passionate about helping you transition from your old business model to CXnew

We do this through helping you Design Digital Customer Experience Services and Solutions by leveraging Design Thinking, Designed for Mobile and embedded Agile approach. You get these Digital Customer Experience Services and Solutions leveraging our Digital Building Blocks:

- Robotic & Intelligent Process Automation (RPA & IA)

- Analytics & Artificial Intelligence (AI)

- Internet of Things (IoT)

- OZ Innovation Labs

OZ Labs offers a creative, hands-on, exploratory environment that allows you to experiment with RPA, IoT, and Analytics and AI, all wrapped in a Design Thinking approach. 

Jorge Agnese

Vice President of Consulting, Travel & Hospitality

Contact me to discuss your CX plans

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