Cornell Hospitality Summit Series: Consumer Behavior & Expectations

This is the third in a series of four videos from the Cornell Hospitality Research Summit, attended by Klaus Kohlmayr, chief evangelist with IDeaS.

I had the great pleasure to join some of the leading experts in travel technology at Cornell University to discuss disruption and transformation in the hospitality industry at their Hospitality Research Summit last October. Our conversations covered a wide range of subjects, from how to improve the guest experience to what the capabilities of artificial intelligence look like for hotels in the future.

What are consumer expectations, and is the hotel industry in tune with what consumers want? With all this amazing technology, why have we still not been able to create that tech-enabled but highly personalized hospitality? And why is the industry still held back by a 50-year-old technology stack?

As consumer behavior changes, and expectations increase, the hotel industry must evolve in tandem. While great hospitality in the past consisted of recognition and service, the consumers of tomorrow expect an effortless, simple and frictionless experience, enabled by technology.

In this installment of our video series, industry experts discuss these changes and what the industry should do now to stay aligned.

Thank you to my fellow panelists for taking part in this intriguing conversation:
Chris Anderson, professor, Cornell University
Vivek Bhogaraju, director, revenue management solutions, Expedia, Inc.
Pierre Boettner, founder & CEO, hospitalityPulse
RJ Friedlander, founder & CEO, ReviewPro
Balaji Krishnamurthy, vice president, global strategy, corporate development and business intelligence, Sabre Hospitality Solutions

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Klaus Kohlmayr

Klaus began his experience in the hotel industry while studying at the Hotel Management and Catering School in Austria. He also studied business at Henley Management College, real estate investment and asset management at Cornell, and finance and strategy at the Singapore Management University. Klaus participates in various advisory boards, including HSMAI in the Asia Pacific and the Americas and the Cornell-Nanyang Institute of Hospitality Management in Singapore.

Latest posts by Klaus Kohlmayr (see all)

• On Discovery, On Distribution, On Data & Analytics – with Kalibri Labs - December 10, 2020
• Unconstrained Conversations – An IDeaS Podcast - April 16, 2020
• Welcome to the Future - January 23, 2020

Klaus Kohlmayr

Chief Evangelist & Development Officer

Klaus began his experience in the hotel industry while studying at the Hotel Management and Catering School in Austria. He also studied business at Henley Management College, real estate investment and asset management at Cornell, and finance and strategy at the Singapore Management University. Klaus participates in various advisory boards, including HSMAI in the Asia Pacific and the Americas and the Cornell-Nanyang Institute of Hospitality Management in Singapore.