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The future of hospitality | Responding to the challenges, seizing the opportunities
However, moving these touchpoints 
online means that restaurants, 
hotels, and other hospitality sector 
organizations can’t deliver the personal 
touch and interpersonal interactions 
that traditionally played a key role in the 
overall customer experience. Businesses 
will need to find ways to deliver a unique 
experience in order to differentiate 
themselves, strengthen their customer 
relationship, build customer loyalty, and 
retain their brand. How can restaurants 
make the delivery and take-out experience 
memorable? What can hotels do to 
ensure their guests feel special and even 
pampered when they no longer talk to 
the front desk or usher room service into 
their rooms? The key for all hospitality 
organizations will be to strike the right 
balance between technology-enabled self-
service and the need or desire for human 
interaction in service-based offerings. OEB Breakfast Co. goes contactless to keep customers safe
Vancouver-based OEB Breakfast Co. reopened its dine-in service in mid-
May.