Driving Place Based Innovation podcast

9. The Future of Visitor Experiences

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The ninth episode looks at the future of visitor experiences and how technology supports businesses to improve customer satisfaction and operational performance. You'll also understand the importance of considering visitors' differing perspectives to find the right balance for digital layers to complement physical locations.

There is always resistance to implementing new technology. It's essential for organisations to fully commit to technological development projects. Customers should be educated to about how to interact with different systems and organisations should continuously learn from feedback to optimise processes to streamline visitor experiences.

In this episode, we'll be joined by:

  • Anna Wadcock, Hotel General Manager, Maldron Hotel Newcastle
  • Eric Guo, Founder & CEO, SPARK EPoS
  • Jo Reid, Founder & CEO, Calvium

In this episode, we learn that there is a cost of learning when implementing new technology. Organisations should remain curious about new opportunities but also realise that they don't always need to implement the latest cutting-edge technology. 

When deciding which solution to implement, it is important to consider the needs of both visitors and the organisation, strategic goals and how technology fits within company processes. Tourism companies need adequate expertise to decide on the correct approach, firstly focusing on identifying the actual user need for technology.

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The podcast is part of the Hospitality Innovation Tourism Supply (HITS) programme which provides targeted support, learning resources and grant funding to businesses in Northumberland, Newcastle and North Tyneside to help make their ideas a reality. The programme is funded by North of Tyne Combined Authority and delivered by NewcastleGateshead Initiative, Food and Drink North East and NBSL.

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