Dossier. Urban Regeneration
Focus. The New Normal in Marketing
Organization and People Management
The Customer Experience as the Heart of Hospitality
The advent of new players and the consequences of the pandemic have forced radical changes in the hospitality sector, requiring a decisive response on the part of operators. In this context, the building has a central role for the quality of the customer experience, as regards both the part linked to systems, and that linked to the reservation or check-in experience. In that sense, data becomes an increasingly important element for operators, along with ESG themes, that are receiving more and more attention from end customers and operators.