Restaurant and Technology in 2017 - Back in the saddle

 

Since the beginning of the year, many new technologies have been created and have become now part of our everyday life. One of them is called the Internet of Things (IoT) which is the fact that Internet is related to the things and the places of the physical world. It implies the exchange and the sharing of information and data via the Internet network. It is considered to be the next evolution of Internet : the Web 3.0. More than that, there are more and more wearable devices that people are using in order to enhance their technology experience. But what about the experience they get at a restaurant? Does these new technologies can be used in this industry? And more important, can we still considered the customer’s experience despite all of it?

The restaurant industry have been completely redesigned in 2017 from different point of views, as well as all the processes from the booking to the payment mode.

The first one is the kitchen automation which improve the business performance by making the meal’s order process easier and faster. It is possible thanks to ConnectSmart Kitchen or Kitchen iQ for example, which help the cooks organizing their work according to the time preparation and the ingredients needed, on separate screens so that each chef can focus on their specific orders.

Another benefit is about checking in real time the cook time and knowing which dishes are the most cost-effective.

The second one is about the management of the staff, usually practising under pressure with pretty bad working conditions. Technology can be a good way to improve their motivation and enhance their productivity at work. Perkbox for instance provides some benefits to reward the employees which will impact their happiness at work. A better communication and a better control of the staff’s shifts are also good ways to improve the workforce’s management (Planday system). It is all about controlling and empowering the employees.

Last but not least, the third improvement is to manage the operations. Trail, a clever digital tool allowing to organize the administration of the workload and the tasks, has also a positive ecological impact on the use of paper.

 

 

The important thing is that nowadays all these technologies are cheaper than they were in the past. And as we are moving forward, more and more companies will use those to be more effective and optimize the service. The overall customer experience will be enhanced if the whole process within a restaurant is improved. The digital customer journey includes seven steps : skipping the queue thanks to an app which allows them to check waiting times and make reservations; getting seated while receiving a text with the available tables; ordering food via the Connectsmart Kitchen platform; preparing orders with an overview of the nutrition information and possible food allergies; the status of the table through automated alerts; the seamless mobile payment according to their spendings habits; and finally reporting the data of the customer (trends, preferences) to improve the future marketing campaigns.

 

Written by Clémence Duvent & Lauriane Amand 

 

 

References: 

Chomka, S. (Feb 2017). Back in the saddle. Restaurant Magazine - William Reed Business Media.

http://www.call-systems.pl/uploads/2/3/0/5/23055648/__5483747_orig.jpg

https://www.ecosia.org/images?q=restaurant+technology

 

 

Crowdshaping: a genius tool for the event industry

The new phenomenon of crowdshaping could completely transform the way events happened, and even transform our world and the way we live. The crowshaping is the use of technologies to collect data about individuals and the way they act, their movements, their emotions, physiological metrics etc. To better understand this phenomenon, we can take the example of the 2014’s SXSW Festival in Austin, Texas. This event was a hybrid event, with half part that was an electronic dance party, and the other half was an experiment. When attendees arrived at the event, a bracelet was given to them. The only rule of the event is that they should keep the bracelet during all the event. This bracelet could measure key physiological metrics as for example, movements, heart rate, galvanic skin responses etc. With the help of this bracelet, the event organizers could collect data and manage in real time the event according to it, to enhance the experience deliver to the attendees. “This is really about increasing audience joy and emotional engagement”. For example if they have information that people are very hot, they could distribute drinks.

We can consider the crowdshaping as the child of the crowdsourcing. In fact the crowdsourcing has some limits because it needs the volunteer participation of people, and their opinions are not always the trust reflect. The crowdshaping, use a technology that doesn’t ask for any involvement from the attendees just to be present, hence the number of data collected are much more important and reliable. So this phenomenon could really be a new emerging trend.

 

The crowdshaping has also been used for current life interest. In fact the current work about the traffic in Berlin used this technology with data of location collected thanks to the smartphones. It deliver information about the intensity of the traffic depending on the day, the time of the day, the period of the year etc. This data would enable to reshape the bus system and to make the road less crowded, hence enhance the life well-being of Berlin inhabitants. It could also been used in fast-foods for example to analyze the face of people eating to discern their emotions with the “Emotient” technology that analyze faces (market research 3.0). Also it could be used in plane with equipped seat for example to adapt the temperature, the light etc.

This technology could have major evolution and could be use broadly, but we can ask about the privacy of life issue. In fact it could be a very intrusive way to collect data, as the location information thanks to individuals’ smartphones. But it seems that people are more and more accustomed to share their data with the world.

According to us, this new phenomenon could really enhance the experience of attendees during the event, as it enable the event organizers to have information in real time about people preferences, interests, attitudes, emotions etc. They could adapt and manage the event directly and depending on the attendees profile for several days-events for example. And what make the success of an event is the level of satisfaction of attendees and if their expectations are fulfill or not.

Furthermore, it is a much more reliable tool than questionnaires for example that are often not a good representation of the trust. People often don’t give their real feelings to be nice, or because they don’t want to take the time. With crowdshaping people just act normally, they are not “forced” to gives their impressions and feelings. But we can ask if people are aware that they are “evaluated” in real time, would they continue to act as normally? It is a point that we have to discover with the development of this trend.

Concerning the privacy of life, in fact it could be intrusive and, if the technology aim is only to use anonymous data useful for the enhancement of the event experience, it could lead to many derives. In fact they could be victim of hacking for example, or even the technology leaders could have bad intentions, or be in relation with the police services. When it is only the use of a bracelet like for the SXSW Festival, there is no risk; But when the technology use smartphones’ data, it is not completely safe. But as we live in a high technology world were we share more and more information, people are more and more familial with this kind of technologies.

To conclude, crowdshaping could really become the future of the event industry as people want more and more experience and customize events. But as people always want more and the evolution of information technologies is exponential, we could ask what would be the next stage? A chip in our brand? Only the future will answer this question.

Marine Pelletier & Marion Mortier

 

 

Source:

http://businesslife.ba.com/Ideas/Features/People-Power-crowdshaping.html

The apple watch: your time matters when you are travelling

Announced as one of the most expected release of the beginning of the year, the Apple-watch is coming out during April 2015. Tim Cook, Apple CEO, revealed the Apple-watch to public the last 9^th of March. It presented the new apple innovation as a revolutionary high-tech mobile device. Added to its first function of watch, it contains all the features of an ultra connected mobile device. Indeed, it will gather all the functionalities of an iPhone and iPad with the huge range of applications. Despite its new technology improvement, the Apple-watch is highly debated on the interest of the product. From a side to another, the price is too high for the use but it releases an unbelievable number of new opportunities.

In this article, we aim at analysing and discussing about the apple-watch using when you are travelling. How can this mobile device make a journey faster, easier and more connected?

Regarding the growing tourism industry and the development of IT solutions inside this field, the apple watch represents a load of opportunities for businesses in tourism but also brings a new travelling experience.

Here we will describe five points that reveal the Apple-watch powerful for the tourism industry:

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      Your travelling papers gather in one safe place:

By developing application, businesses can create an app that gathers all the travelling papers (boarding pass, hotel bookings, ID and Passport copy, etc) in one place around your wrist. It is safer than a smartphone that can be lost during the journey. The Apple-watch is well tight around your wrist and also avoids any paper movements and then risk of loss.

-       Your new hotel room key:

Starwood is the first that has seen the Apple-watch opportunity. It developed an app that enables you to get into your room by scanning the watch. It decreases the risk of key loss and make the check in well faster. The App is already set up in more than 150 Starwood’s brand hotel.

                                                                                                                                                                  Your journey connected updater:

You will be able to plan your journey and get any updates right on time during your journey. It will alert you for any delay or any changing plans. Moreover it will allow you to get information about and around the place you are.

-       Your personal healthy coach:

What is more uncomfortable than being sick during your travel? It might happen if you go visiting different country with different habits of eating, consuming, cooking, etc. The watch updates your vital data and tells you what to do and what to avoid sickness when you are travelling.

-       Airlines developers pioneers:

It is not yet released but it already has its business developer. Indeed, Airlines see a huge opportunity to develop their IT innovations and processes. Companies such as Easyjet have already developed an app for their passenger. They will know all the information needed around their flight: gates, delays, check-in times, baggage claims, conditions details and also it will be the boarding pass.

The Apple-watch will become your favourite traveller partner anywhere, at any time. All will be gather around the app and so on your wrist will make the journey faster, safer and will improve the customer experience.

References:

http://roadwarriorvoices.com/2015/03/11/5-reasons-the-apple-watch-will-change-the-way-you-travel/

https://www.youtube.com/watch?v=Fcy0NXNML9U

Sixtine Gautier & Nicolas Pluvert

Tablets and Hotel apps usage in Hotel Industry: A formidable opportunity to enhance the Customer experience.

Smartphone and tablets became omnipresent in our daily life, to the point where we cannot nearly live without it. This digital revolution forced hotels to be reactive and adaptable in front of those new consumer habits.  In addition to a growth of Tablet users, Hotels have to deal with sustainability concerns and tended to be more eco-friendly by saving energy and money

credit photo: freedigitalphoto retrieved from http://www.freedigitalphotos.net/images/agree-terms.php

Sustainability concerns in hospitality have brought new challenges, some hotels tried to be innovative and differentiate themselves from the competition by providing some tablets to their customer. In this situation, the table replaces any kind of print document such the menu in the restaurant, room service, room functions or providing any kind of useful information.

Nowadays, Tablets usage are not only for energy saving purpose. Indeed Tablets are up gradable products and Hospitality industry are now using them to enhance the customer experience in their hotel.  While most global hotel chains have already adapted their websites for smartphone, they are now moving into hotel applications for smartphones and tablets.

These apps serve a variety of functions, from booking hotels and monitoring loyalty accounts to locating nearby attractions.  Today, some hotels have developed their own application offering concierges service to provide a maximum of information with more interaction (picture, video, and mapping) in order to book while being in the room their restaurant, clubs and tourist attractions without any rush or stress.

Another innovation is the digitization of the menu, The Hilton of San Diego has installed six IPads at the main bar, which the customer have access to a digital menu to order his drink and can a

Once you settle into your hotel, often a trip to the bar is one of the first stops you would make, to unwind from a flight and decide what is next. The Hilton San Diego Bayfront has just installed six iPads at the main bar, which offer a digital menu of the bar and restaurant and a full access to internet for their business traveler that can get productive while enjoying a drink. The New York Plaza hotel has fitted all of the suites with iPad tablets that allow customer to order room service, make restaurant reservations, give wake up calls, check your airline schedules, and even print your boarding pass at the reception.

With the development and progress of the house automation features, we can imagine that in the near future guest of hotel would be able to control their entire room from their smartphone or tablet even before their arrival. We can imagine a new customer experience from the airport pick up where guest could arrange and change their arrival time according to the flight hazard, and then could  process to their online check in while being in their shuttle  to gain some time in case of an important business meeting. Some hotel already offer application to control room’s lightening, heating, and air conditioning. We could include functions such pre-order of a room service or content in the minibar in case of unexpected date. 

Example of Keyless mobile utilization in Starwood Hotels:

Once again, the main advantage of application on tablet is their endless option of extension; hotels are able to follow the main trend and reacts in accordance with new customer expectations and behavior. While improvements in technology and the potential impact on guests experience are huge for the hospitality industry, there is already some risen issue to take care and that must be important to look into. Application and technology developers need to make sure their application respect security and confidentiality concerns, rather than an afterthought, and work first on making the market secure rather than presenting a novel idea with a huge security threat.

Camille Micault & Vincent Droesbeke

Sources:

http://www.hotelnewsnow.com/article/11006/mobile-tablet-apps-could-change-industry
http://gadgets.ndtv.com/mobiles/features/how-smartphones-and-tablets-are-changing-the-hospitality-industry-494162
http://goodereader.com/blog/electronic-readers/hotels-begin-to-embrace-digital-tablets-to-reduce-carbon-footprint