The document discusses how augmented reality, mobile technology, and social media can create new luxury experiences. It describes how augmented reality overlays virtual elements onto the real world using smartphones. This allows for interactive experiences like games and finding nearby points of interest. When combined with mobile and social capabilities, it offers new ways for luxury hotels to enhance customer service, such as letting guests virtually try on outfits or see menu items. Hotels could develop augmented reality apps to provide customized city guides, digital room maps, and virtual concierge services to guests. This would help hotels digitally differentiate their brand and gain a competitive advantage.
1. Think
Tank
Recap
Mobile
+
Social
+
Augmented
Reality
=
New
Luxury
Experience
2. Augmented
Reality
• A
mix
of
real
and
virtual
• Uses
the
3D
technology
• Augmented
reality
combined
mobile
and
social
for
example
by
using
the
Layar
app
on
smartphone
• The
app
is
used
to
search
registered
places
• Using
the
app
is
almost
like
a
map
but
the
difference
is
that
dots
are
created
on
your
screen
when
you
point
out
your
smartphone
in
a
certain
direction
• Games
can
be
created
Mobile
+
social
+
augmented
reality
=
new
luxury
experience
3.
4. What
will
be
the
impact
on
customer
service
expectations
of
the
capabilities
presented
• Change
behaviors
• Change
the
way
customers
act
• Change
the
customer
service
because
customers
will
be
more
independent
• Customer
service
will
be
more
personalized
and
more
intimate
because
responding
better
to
customer
needs
• More
interactivity
with
the
customers
without
being
invasive
5. What
types
of
hospitality
operations
will
benefit
+
how
Augmented
reality
can
be
useful
in
luxury
hotels
and
in
different
departments:
Concierge:
ü Women
needing
jewelry,
dress
or
shoes
for
an
evening
can
see
what
it
is
going
to
look
like
before
choosing
what
they
are
going
to
were
ü Out
of
the
hotel
service
(geolocalization,
restaurants,
monuments…)
F&B:
ü Showing
menus,
ingredients
used
and
recipes.
ü Showing
what
the
meals
will
look
like
6. What
types
of
services
or
benefits
currently
OUTSIDE
of
a
property
can
be
integrated
into
presented
capabilities
• Customer
service
can
be
present
in
your
pocket
• City
guide
(according
to
customer’s
needs)
⇒
museums,
restaurants,
tours,
stores
⇒
must
sees
• Sponsorships
and
partnerships
in
order
to
give
better
services
to
customers
7. How
can
a
hotel
use
the
capabilities
to
create
digital
differentiation
-‐
and
thus
a
competitive
advantage
• Creation
of
the
own
hotel
app
⇒
downloadable
before
check
in
and
then
get
an
overview
of
the
hotel
structure
⇒
overview
of
the
city
before
your
arrival
⇒
overview
of
the
different
services
available
with
augmented
reality
⇒ Available
laptops
to
“try”
the
clothes
on
Concierge
service
in
your
hand
8. What
impressed
you
the
most
about
the
particular
topic
that
you
selected.
²
Creating
virtual
images
when
your
phone
is
looking
at
reality
²
Can
see
what
is
around
just
by
having
a
look
and
holding
your
phone
in
the
right
direction
²
New
experience
mixing
reality
and
virtuality
