According to a study by Accenture, 75 percent of consumers today place increasing value on personalised experiences and offers. At the same time, only a third are satisfied with the loyalty program of their current provider. So there is a clear gap between what people want and what industry offers them today. This is the reality which is currently facing the hotel industry. Some in the sector believe the idea of experiential economics is over-rated. I think the hotel industry is at the very start of its journey and is just beginning to learn how to use technology to provide the best service for its guests. A really good example of this is the way Disney has embraced the concept of personalisation – an impressive 90% of its guests using the “Magic Band” (RFID-equipped plastic wristband used at Walt Disney World Resort) say they’re satisfied or very satisfied with its functionality. Get the full story at eHotelier