Hospitality in the Digital Age: Tech Growth in the UAE's Hotels to Transform Customer Experience

Software-as-a-Service firm LogMeIn to highlight changing customer experience and support solutions in the hospitality sector at the upcoming Hotel360 Conference

With technology increasingly being integrated into guest services and back-end operations in the UAE’s hotels, the industry is now facing an evolution in customer relationship management, in line with the growing number of digital interfaces. This transformation, according to LogMeIn (NASDAQ:LOGM), creator of the world's most widely used remote connectivity and support services, gains significance in light of the UAE’s anticipated tourist traffic in the lead up to the Expo 2020: as per the nation’s government, Dubai alone is set to draw over 25 million visitors during the Expo’s six-month run[1] in addition to the projected annual international visitor traffic of 20 million by 2020.

“Dubai’s hospitality sector is now making technology an integral part of everything they do – from bookings to front-of-house operations, to back-office functions. Not only must hoteliers satisfy the demands of empowered and digitally savvy guests, but they must also extract meaningful insights from customer data using digital tools available to them. And they must do this without compromising on quality of service – the Middle East is, after all, a highly competitive market,” explained Stephen Duignan, Vice President Global Marketing at LogMeIn.

Globally, the UAE is known to be one of the most connected countries: according to the latest Global Connectedness Index[2], the nation ranks 12th out of 140 countries worldwide.

“The growth in the nation’s connectivity is forcing hotels to revaluate their tech support systems, and prompting them to find more interactive and engaging means to communicate. It is becoming glaringly obvious that old models of support will collapse under the weight of the new digital reality. The industry is in need of enhanced support solutions. Fortunately, the UAE has an added advantage because of its advanced digital landscape and the readiness with which it accepts latest technology,” added Duignan.

In line with this, LogMeIn is set to outline how the UAE’s hotel industry can tackle evolving tech support needs at the upcoming edition of the Hotel360 Conference in Dubai.