Session 1

To get started, please tell me a bit more about your career plans + digital confidence.  This survey will only take a few minutes

• Survey - MBA 2 - link
• Survey - Exec MBA

What we will work on together today:

• Create your blog - your personal workspace - link 
• You can set up the work side in your native language - it makes life easier
• You can ALWAYS change themes (the look), layout, etc.  Do not get stuck on design today
• We will practice some test posts to your blog
• Text Links
• Image upload
• Video embed
• Slideshare HTML embed
• Don't worry, if you do not like your posts, you can delete them.

Submit your blog link to classwork post here:

• Group 1
• Group 1 - PM 15/11
• Group 2
• Group 2 A - 22/11

Overview:

• Customer Decision Journey

Source: Think with Google

• Confluence of influences - dynamics in hospitality
• Smartphone lifestyle - on the go guests
• On demand services
• Voice - search + services
• AI Impact

Class Exercise

• Teamwork - class research
• BMW - Virtual Assistant
• Alexa for Hospitality
• Amazon Go - competitors - Standard Cognition

Each team will research a topic and share their findings + conclusions with the class.

• What does each technology permit a customer to do?
• Does the technology improve the customer experience?  Yes, why?, No, why not?
• How does the customer experience influence guest expectations in hospitality?
• Your opinion of the tech

Submit your classwork blog posts here, thank you

• Group 1 C - 21/11
• Group 1
• Group 1 PM 15/11
• Group 2 B 07/12
• Group 2 A 22/11