{"id":642171,"date":"2024-02-12T09:04:35","date_gmt":"2024-02-12T09:04:35","guid":{"rendered":"https:\/\/www.capgemini.com\/gb-en\/?post_type=research-and-insight&#038;p=642171"},"modified":"2025-03-10T10:10:11","modified_gmt":"2025-03-10T10:10:11","slug":"generative-ai-is-a-game-changer-for-hospitality-customer-experience","status":"publish","type":"research-and-insight","link":"https:\/\/www.capgemini.com\/gb-en\/insights\/research-library\/generative-ai-is-a-game-changer-for-hospitality-customer-experience\/","title":{"rendered":"Generative AI is a game changer for hospitality customer experience\u00a0"},"content":{"rendered":"\n<header class=\"wp-block-cg-blocks-hero-reusable header heroReusable  \"><div class=\"header-bgs\"><picture><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2024\/02\/Capgemini_GenAI_Hospitality_Web-Banner_2880x1800-2.jpg?w=2880&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2024\/02\/Capgemini_GenAI_Hospitality_Web-Banner_2880x1800-2.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 1500px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2024\/02\/Capgemini_GenAI_Hospitality_Web-Banner_2880x1800-2.jpg?w=1440&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2024\/02\/Capgemini_GenAI_Hospitality_Web-Banner_2880x1800-2.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 992px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2024\/02\/Capgemini_GenAI_Hospitality_Web-Banner_2880x1800-2.jpg?w=1024&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2024\/02\/Capgemini_GenAI_Hospitality_Web-Banner_2880x1800-2.jpg?w=1024&amp;quality=70 2x\" media=\"(min-width: 768px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2024\/02\/Capgemini_GenAI_Hospitality_Web-Banner_2880x1800-2.jpg?w=768&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2024\/02\/Capgemini_GenAI_Hospitality_Web-Banner_2880x1800-2.jpg?w=768&amp;quality=70 2x\" media=\"(min-width: 0)\"\/><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2024\/02\/Capgemini_GenAI_Hospitality_Web-Banner_2880x1800-2.jpg\" class=\"header-img header-img-d\" alt=\"\" style=\"object-fit:cover;object-position:50% 50%\" loading=\"eager\"\/><\/picture><\/div><div class=\"heroPictureCardHeaderShape\"><\/div><div class=\"container\"><div class=\"row\"><div class=\"col-md-12\"><div class=\"box\"><div class=\"boxTagWrapper\"><div class=\"tagInfo\"><div><span class=\"box-tag\">Data and AI<\/span><\/div><\/div><\/div><div class=\"box-title\"><h1 data-maxlength=\"34\">Generative AI is a game changer for hospitality customer experience\u00a0<\/h1><\/div><div class=\"inner-row-insight download-btn\"><\/div><\/div><\/div><\/div><\/div><\/header>\n\n\n\n<section class=\"wp-block-cg-blocks-group undefined section section--article-content\"><div class=\"article-main-content\"><div class=\"container\"><div class=\"row\"><div class=\"col-12 col-md-1\"><nav class=\"article-social\"><ul class=\"social-nav\"><li class=\"ip-order-fb\"><a href=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https:\/\/www.capgemini.com\/?post_type=research-and-insight&amp;p=990953\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-fb\"><\/i><span class=\"sr-only\">Facebook<\/span><\/a><\/li><li class=\"ip-order-tw\"><a href=\"https:\/\/twitter.com\/intent\/tweet?url=https:\/\/www.capgemini.com\/?post_type=research-and-insight&amp;p=990953&amp;text=\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-tw\"><\/i><span class=\"sr-only\">Twitter<\/span><\/a><\/li><li class=\"ip-order-li\"><a href=\"https:\/\/www.linkedin.com\/shareArticle?url=https:\/\/www.capgemini.com\/?post_type=research-and-insight&amp;p=990953&amp;text=\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><span class=\"sr-only\">Linkedin<\/span><\/a><\/li><\/ul><\/nav><\/div><div class=\"col-12 col-md-11 col-lg-10\"><div class=\"article-text article-quote-text\">\n<h3 class=\"wp-block-heading\" id=\"h-generative-ai-heralds-a-new-era-of-hospitality-by-helping-companies-craft-more-personal-and-seamless-experiences-for-travelers-and-guests-nbsp\">Generative AI heralds a new era of hospitality by helping companies craft more personal and seamless experiences for travelers and guests.&nbsp;<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">The hospitality business is all about creating excellent and memorable customer experiences. Hotels want to learn their guests\u2019 habits and preferences so they can create lasting experiences from the time they plan their visit, through the duration of a stay, and beyond. Now, generative AI is poised to transform those customer experiences through its ability to learn, adapt, and collaborate in ways that were once reserved for human intelligence \u2013 and hospitality companies are exploring ways to embrace this game-changing technology.\u202f&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Learn more in this point of view as Capgemini\u2019s Ollie East, Head of Go-to-Market Strategy and US Generative AI CX Lead; Shawn Goodin, Principal MarTech Strategist, Customer Data and AI; and Rajiv Chhatwal, Senior Manager, Transformation and Innovation,\u202f<strong>go in-depth on why generative AI is a game-changer for customer experiences in the hospitality sector.&nbsp;<\/strong>&nbsp;<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button is-style-outline\"><a class=\"wp-block-button__link wp-element-button\" href=\"https:\/\/go.capgeminigroup.com\/l\/95412\/2024-02-13\/7txw9d\/95412\/1707824442zBEpmkbS\/Capgemini_GenerativeAI_In_Hospitality.pdf\" target=\"_blank\" rel=\"noreferrer noopener\">Download PoV<\/a><\/div>\n<\/div>\n<\/div><\/div><\/div><\/div><\/div><\/section>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":440,"featured_media":642173,"template":"","meta":{"cg_dt_proposed_to":[],"cg_seo_hreflang_relations":"[]","cg_seo_canonical_relation":"","cg_seo_hreflang_x_default_relation":"{\"uuid\":\"979137ee-6f67-49a6-ade6-cd2a47a76f31\",\"blogId\":\"\",\"domain\":\"\",\"sitePath\":\"\",\"postLink\":\"\",\"postId\":null,\"isSaved\":true,\"isCrossLink\":false,\"hasCrossLink\":false}","cg_dt_approved_content":true,"cg_dt_mandatory_content":false,"cg_dt_notes":"","cg_dg_source_changed":true,"cg_dt_link_disabled":false,"footnotes":"","related_resource_url":"","related_resource_id":0,"related_resource_size":"","related_resource_type":"","cg_author":0,"_yoast_wpseo_primary_theme":50,"primary_term":"Data and AI","featured_focal_points":""},"tags":[],"research-and-insight-type":[],"theme":[50],"brand":[],"service":[],"industry":[],"partners":[],"content-group":[],"class_list":["post-642171","research-and-insight","type-research-and-insight","status-publish","has-post-thumbnail","hentry","theme-data-and-ai"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.7 (Yoast SEO v27.8) - 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