IDC FutureScape: Worldwide Hospitality, Dining, and Travel 2024 Predictions

IDC FutureScape Figure

• Figure: IDC FutureScape: Worldwide Hospitality, Dining, and Travel 2024 Top 10 Predictions

Executive Summary

IDC FutureScape Predictions

• Summary of External Drivers

• Predictions: Impact on Technology Buyers

• Prediction 1: By 2025, a Third of Hospitality, Dining, and Travel Operators Will Implement GenAI-Informed Chatbots for Guest Service Interactions, Improving First Touch Resolution by 50% and CSAT Scores by 35%

• Associated Drivers

• IT Impact

• Guidance

• Prediction 2: By 2028, One-Fourth of Midtier Hospitality and Travel Brands Will Use GenAI to Curate and Compare Enterprise Strategies and Messaging, Decreasing Implementation Times of Revenue-Driving Projects by 30%

• Associated Drivers

• IT Impact

• Guidance

• Prediction 3: By 2026, 65% of Hospitality/Travel Brands Will Add Location-Based Awareness to Unified Customer Data Strategies Driving Loyalty and Lifetime Value, Increasing Offer/Marketing Effectiveness by 35%

• Associated Drivers

• IT Impact

• Guidance

• Prediction 4: By 2028, 55% of the Top-Tier Enterprise Hospitality, Dining, and Travel Brands Will Apply Predictive Recommendations to Digital Channels, Increasing Revenue by 17% and Average Ticket Sizes by 25%

• Associated Drivers

• IT Impact

• Guidance

• Prediction 5: By 2027, 55% of Hospitality and Travel Organizations Will Invest in AI and IoT-Powered Devices to Identify and Reduce Waste by 20% and Improve Planning and Processes, Reducing Costs by 15%

• Associated Drivers

• IT Impact

• Guidance

• Prediction 6: By 2029, 45% of Hospitality, Dining, and Travel Organizations Will Earmark 25% of IT Budgets for Automation of Services and Processes to Increase Efficiency by 85% and Accuracy by 75%

• Associated Drivers

• IT Impact

• Guidance

• Prediction 7: Driven by Increased Digital Demands and Mobile Workforce, by 2026, 60% of Hospitality and Travel Will Increase Network Investment, Integrating 5G with Wi-Fi to Improve Employee and Guest Connectivity

• Associated Drivers

• IT Impact

• Guidance

• Prediction 8: By 2027, 35% of Hospitality and Travel Organizations Will Test or Invest in Technologies to Accept and Verify Digital Identity of Guests, Increasing Throughput Speed by 45%

• Associated Drivers

• IT Impact

• Guidance

• Prediction 9: By 2026, 40% of Hospitality and Travel Brands Will Increase IT Spend on Security and Risk Technologies, with 50% Investing in Predictive AI to Reduce Threats and Limit the Scope of Attacks

• Associated Drivers

• IT Impact

• Guidance

• Prediction 10: By 2025, 95% of Hospitality and Travel Brands Will Accept Multiple Payments and Offer BNPL and Subscription Options, Increasing Investment in Unified Payments to Reduce Costs and Drive Revenue

• Associated Drivers

• IT Impact

• Guidance

Advice for Technology Buyers

External Drivers: Detail

• AI Everywhere — Generative AI Takes the Spotlight

• The Drive to Automate — Maximizing Efficiency and New Opportunities

• Cybersecurity and Risk — Building Resilience Against Multiplying Threats

• The Digital Business Imperative — Competitiveness and Outcomes

• Dynamic Work and Skills Requirements — New Work Mode Era

• Operationalization of ESG — Measuring and Implementing Sustainability

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• Related Research