The hospitality industry has undergone a significant transformation in recent years, with an increasing emphasis on providing a seamless and memorable customer experience. In the pursuit of delivering 5-star hospitality services, digital touchpoints have emerged as powerful tools that enable businesses to engage, delight, and retain guests throughout their journey. This dissertation seeks to investigate and analyze the multifaceted role of digital touchpoints in the 5-star hospitality customer journey.
Mohd Azhar
Here are some specific examples of digital touchpoints that can be used in the five-star hospitality customer journey: Hotel website, Mobile app, Chatbots, Social media, and In-room technology.
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