Trends Report

Brief: Hotels Differentiate With Mobile Moments

Smart Hotels Are Crafting High-Value Mobile Moments Throughout Their Customers' Journeys To Create Competitive Advantage

October 12th, 2016
Xiaofeng Wang, Principal Analyst
Xiaofeng Wang Principal Analyst
With contributors:
Frederic Giron , Travis Wu , Erna Esa , Bill Nagel

Summary

Mobile is changing travelers' behaviors and expectations worldwide, making mobile moments the next battlefield for hotels. While Chinese travelers are rapidly embracing mobile moments delivered by leading hotels and online travel agencies (OTAs), the majority of hotels have yet to catch up and serve customers throughout their entire journey. Digital business professionals managing hotel brands can use this brief to learn how to better address hotel customers in their most relevant mobile moments.

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