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Beyond Traditional CRM: Enhancing Customer Guest Experience and Operational Efficiency With Deep Learning and Blockchain in the Hotel Industry
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Author(s): Harish Uppilappatta Chennelleri (City University, Ajman, UAE)and Dhanya Neelamana Mani (De MontFort University, Dubai, UAE)
Copyright: 2025
Pages: 20
Source title:
Exploring the World With Blockchain Through Cryptotravel
Source Author(s)/Editor(s): Riktesh Srivastava (City University, Ajman, UAE), Varinder Singh Rana (City University, Ajman, UAE)and Mohd Abu Faiz (City University, Ajman, UAE)
DOI: 10.4018/979-8-3693-6562-5.ch005
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Abstract
Travellers of the current era are more technology savvy and they prefer all the services and information to be available online. Technology is used effectively by tourism industry participants to enhance the customer experience by meeting the needs of the new age travellers and this is one of the significant trends seen worldwide. Technology is used in various ways in online booking, self-service check-ins, contactless payments, mobile boarding, and resolving customer grievances. The industry is one of the most customer centric industry relying heavily on positive customer interactions and Customer Relationship Management (CRM) plays a critical part. With the exponential growth in the amount of customer related data available today as well as the advancements in data analytical methodologies, the importance of CRM has further strengthened.
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