Title

AWS re:Invent 2022 - The transformation of hospitality for the customer of the future (TRV201)

Summary

Michael Ellenson, director of the travel and hospitality practice for AWS, discusses the transformation of hospitality and the importance of trust in customer relationships.
A PricewaterhouseCoopers survey highlighted trust as a key factor in customer service expectations across industries, with healthcare having the highest trust level and airlines the largest gap in meeting expectations.
Hospitality segments like hotels and restaurants are doing well in maintaining trust with a narrow gap.
Sean Seaton from Choice Hotels and Kelly Doughty from Yum! Brands were invited to share insights on how they leverage AWS to enhance customer experience and operational efficiency.
Choice Hotels focuses on innovation, sustainability, and technical debt reduction, using AWS services to improve scalability and environmental impact.
Yum! Brands is creating a unified global e-commerce platform to ensure resilience, cost optimization, and speed to market, leveraging AWS services for scalability and developer satisfaction.
Both speakers emphasize the role of AWS in enabling their companies to deliver trusted solutions and drive positive change.

Trust is a central theme in the future of hospitality, with companies needing to consistently deliver on promises to maintain customer trust.
Data and technology play a crucial role in bridging the gap between customer expectations and industry delivery, with AWS services being pivotal in this transformation.
Choice Hotels' focus on sustainability and technical innovation demonstrates a commitment to environmental responsibility and long-term strategy.
Yum! Brands' global e-commerce platform showcases the need for resilience and cost-effectiveness in digital solutions, especially in the quick-service restaurant (QSR) industry.
The use of AWS managed services and microservices architecture is critical for both companies to achieve scalability, reliability, and speed in their digital offerings.
The MAPS program by AWS is highlighted as a potential avenue for cost optimization and consolidation of cloud instances.
The session underscores the importance of partnerships with technology providers like AWS to tackle industry-specific challenges and innovate for the future.