Session 4 - AI + personalization

Augmented Intelligence (AI) to Personalize Customer Engagement


Homework

• What is AI driven personalization - research a definition + IN YOUR OWN WORDS, post a definition in your blog
• Find an example of personalization in a digital touchpoint, take a screenshot - upload into your blog
• Click on the link to submit your homework
• Group A
• Group B
• Group C

Classwork

Make Up work for Session 4 - disrupted by the strike.

• A brief blog post - can be submitted AFTER Final Exams - please submit by 07/02
• The 3 personas who have submitted classwork - NO need to do this exercise.
• View the video below + write a brief post in your blog
• The question - if robots are part of guest service, what actions would you take
• to improve the human services even more personal.

AI in Hospitality Source Revfine

Allora AI Dr(iven Direct Booking Engine

Avvio Personalization Outline

Class Exercise

• Building on your knowledge of customer decision journey, select 3 digital touchpoints to create personalization
• Exclude person's name (too easy)
• Be imaginative + personalize the interaction so that there is customer engagement - leads to another action
• Keep in mind
• Right time in decision process
• Right content - message relevent to THAT user
• Right screen
• Create your presentation on Beautiful
• Embed in your blog + submit

Submit

• Group A
• Group B
• Group C