Customer engagement in evolving technological environments

Abstract

New technologies are becoming more capable of providing memorable and valuable experiences. The use of these new technologies allows automation of tasks, standardization of processes, personalization of experiences and providing useful information updated, among other aspects. Therefore, they have the potential to significantly impact the tourism industry. Enhancing the tourism experience contributes to provide a satisfactory experience to tourists and increase the visitor's engagement towards the tourism destination. To improve tourist experiences using new technologies, it is critical to understand how they should be integrated along the travel journey. To this end, this chapter discusses the different applications of the most recent new technologies (immersive technologies, artificial intelligence and service robots), as well as other more established methods that may contribute to improve visitor engagement (mobile applications and the use of social media and online brand communities).