Itc hotels using technology to create wow in the in-room guest experience


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Itc hotels using technology to create wow in the in-room guest experience

  1. 1. ITC Hotels: Using Technology To Create “Wow” In TheIn-Room Guest Experience On a recent business travel, I stayed at ITC Sonar, one of India’s premium five-star luxury hotels. After a long day packed with meetings and presentations, I crashed into my room and was lounging on my bed watching some mindless TV, listening to music and catching up on emails. Suddenly, the phone situated near my bed started to ring. I scrambled for the TV remote. After some frustrated and slightly frantic hunting for it, I gave up and just picked upthe phone receiver. As I did so, I suddenly realized that the TV had instantly muted itself –“automatically”.It took me a moment to realize this clever, little touch. After my call ended, I decided to makeanother call to order dinner. This time again, when I picked up the phone, the TV went mute soI could immediately switch into a professional mode and hold my conversation in quiet. What aclever, little design touch! I was simply “Wowed” by the elegance and sheer simplicity of thesolution!© Rupa
  2. 2. The future is moving towards buildings and objects that enable us to communicate with themdirectly or enabling them to even bypass us entirely and communicate directly with each other.Just like the phone and TV in my room were doing. And some hotel chains such as ITC Hotelsare using technology cleverly to be on the frontier of creating these singular moments ofcustomer “Wow”!© Rupa
  3. 3. About CXP DesignCXP Design (, founded by Rupa Shankar, is a platform for marketers,technologists, designers and leaders to discuss and gain a deeper understanding of cross-channelcustomer experience design, develop empathy for customer needs and learn how to createproducts and services that deliver "wow" experiences for customers.When we check into a hotel. When we shop on-line. When we buy a pair of shoes. When we get ona flight. These are experiences by which we measure brands every day. However, most companiesare without the tools to purposefully design those experiences for maximum value. That’s whereCXP Design comes in.Day in, day out, we live, sleep, eat, breathe and unravel the riddle that is human experience, leadingto more loyal and committed customers for our is an Associate Director at Happiest Minds Technologies (, a next-generation IT Services & Solutions company at the forefront of Providing Advisory, Implementation andManaged Services on Social computing, Mobility, Analytics, Business Intelligence, Cloud computing,Security and Unified Communications. At Happiest Minds, Rupa is responsible for uncovering andactivating innovative digital and social engagement strategies for its clients, spearheading thedevelopment of frameworks and solutions for different industry verticals and enhancing the global go-to-market strategy. She taps into her past work as both a design practitioner and marketer to help HappiestMinds clients envision and define broad, end-to-end customer experiences.© Rupa