Customer Experience (CX) Trends in The Hospitality and Food Industry in 2023

In recent years, the importance of customer experience (CX) has grown exponentially, and businesses are making significant efforts to improve their CX strategy. In 2023, we can expect to see several trends that will shape the CX landscape in the hospitality and food industry.
  • Personalisation

Personalization has been a buzzword in the CX world for a while now, and it will continue to be a trend in 2023. Customers want businesses to tailor their experience to their preferences, and businesses that fail to do so may lose out on revenue. In the hospitality and food industry, this means using data to understand customers’ preferences and offering customized services. For example, hotels can offer personalized room service menus based on guests’ dietary preferences or suggest activities based on their previous bookings. Restaurants can also use data to personalize menus or suggest dishes based on customers’ dietary restrictions or preferences.

  • Digitalization

COVID-19 has accelerated the digital transformation of many industries, and the hospitality and food industry is no exception. In 2023, customers will expect a seamless digital experience, from booking their reservations to paying their bills. Businesses that fail to offer a digital experience may struggle to attract customers. For example, hotels can offer self-check-in options, while restaurants can offer online ordering and payment options.

 

  • Sustainability

Sustainability is no longer just a buzzword but a crucial factor for customers when choosing where to eat or stay. In 2023, customers will expect businesses to be environmentally conscious and take steps to reduce their carbon footprint. In the hospitality and food industry, this means offering sustainable options, such as plant-based menus, eco-friendly amenities, and green practices like composting and recycling.

 

  • Safety and hygiene

The COVID-19 pandemic has highlighted the importance of safety and hygiene for customers. In 2023, customers will expect businesses to maintain high standards of cleanliness and take steps to ensure their safety. In the hospitality and food industry, this means implementing measures like contactless check-in, frequent cleaning of common areas, and ensuring staff are fully vaccinated.

 

Examples of CX trends in the hospitality and food industry in 2023:

  1. Hilton Hotels is using artificial intelligence to personalize guests’ experiences. The technology, called “Connected Room,” allows guests to control their room’s temperature, lighting, and entertainment options via an app. The app also allows guests to request additional amenities, such as extra pillows or towels, without having to call the front desk.

  2. Starbucks is testing a new concept called “Starbucks Pickup,” which allows customers to order and pay for their drinks using the Starbucks app and pick them up at a designated location. This concept offers a contactless and convenient experience for customers.

  3. The Four Seasons Hotel in Sydney is offering a plant-based menu in its restaurant, Mode Kitchen & Bar. The restaurant’s head chef, Francesco Mannelli, has created a menu that showcases locally sourced, seasonal vegetables, and fruits.

  4. Shake Shack is piloting a concept called “Shack Track,” which allows customers to order and pay for their food via the Shake Shack app and pick it up at a designated location in the restaurant. This concept offers a seamless and convenient experience for customers.

 

In conclusion, the CX trends in the hospitality and food industry in 2023 will revolve around personalization, digitalization, sustainability, safety, and hygiene. Businesses that prioritize these trends will be better equipped to attract and retain customers, improve their bottom line, and stay competitive in an ever-changing industry.

 

Mark Collins