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LasoXP 2024 Recap: Innovating the Guest Journey

LasoXP 2024 Recap: Innovating the Guest Journey
In 2024, the hospitality landscape evolved rapidly as traveler expectations reached new heights. Guests now demand more than a comfortable stay; they seek hyper-personalized, seamless journeys that begin long before arrival and extend beyond checkout.
LasoXP 2024 Recap: Innovating the Guest Journey

In 2024, the hospitality landscape evolved rapidly as traveler expectations reached new heights. Guests now demand more than a comfortable stay; they seek hyper-personalized, seamless journeys that begin long before arrival and extend beyond checkout. For many properties, the key to success has been leveraging technology that enables personalized interactions while streamlining operations. 

LasoExperience has worked closely with our hotel customers to create solutions that not only meet these challenges but also anticipate guest needs at every turn.

Helping Hotels Thrive with Expert-Led Managed Services

One of the defining themes of 2024 was the challenge of integrating new technology into hotel operations. For many hoteliers, the journey toward digital transformation can feel overwhelming. To help remove these barriers, LasoExperience introduced a CXM Managed Service offering, designed to make the adoption of our platform seamless and straightforward. 

Our Managed CXM service includes:

  • On-site training and assistance to empower staff with the tools they need to create impactful guest interactions.
  • Guest awareness campaigns to help promote the guest app via QR codes, websites, and emails.
  • Automated messaging that ensures guests receive timely, personalized communication during their stay.
  • Creative marketing support for crafting tailored offers that drive revenue and enhance guest satisfaction.

This hands-on approach has helped hoteliers overcome initial implementation hurdles and fully embrace the benefits of the LasoXP platform, focusing their efforts on what truly matters: delivering outstanding guest experiences. 

Enhancing Guest Engagement Through Automation

One of the key developments in 2024  was the integration of automation into our customers’ guest engagement strategies. By leveraging the power of actionable guest data, LasoExperience enabled hotels to create hyper-personalized campaigns that:

  • Targeted guest preferences: For instance, offering wellness packages to spa-goers or curated family activities.
  • Enhanced loyalty programs: Tailored perks for repeat guests increased satisfaction and retention.
  • Optimized communication timing: Behavioral triggers ensured that offers were delivered at the right moment, maximizing engagement.

These campaigns have proven to be more than just marketing tools—they are integral to building lasting connections with guests, resulting in both increased engagement and revenue.

Driving Impact with Advanced Generative AI

In 2024, LasoExperience introduced advanced generative AI capabilities that redefined guest engagement and marketing strategies for our customers. 

The highlights include:

  • Creating dynamic campaigns: The AI generates engaging, personalized promotions for SMS and in-app campaigns, tailored to guest segments and preferences. Hotels can now deliver targeted messages that resonate with guests at every stage of their journey.
  • Streamlining guest inquiries: AI provides human-like responses with accurate, real-time answers by parsing content like PDF menus and offers, ensuring guests receive the most up-to-date information with minimal effort from staff.
  • Recommending strategies: Hotels receive AI-driven suggestions for guest segments and campaign ideas, enabling them to design outreach initiatives that align with guest interests and behavior trends.
  • Crafting promotional content: The AI generates copy for promoting activities, offers, and events, ensuring every communication feels engaging and relevant to guests.

These advanced capabilities not only streamline operational tasks but also elevate the quality of guest engagement, allowing hotels to foster stronger connections and deliver unparalleled experiences.

Transforming Data into Strategic Insights

Data has always been at the heart of LasoExperience, and in 2024, we further elevated its potential. Our platform now integrates data from multiple guest touchpoints—from pre-arrival interactions to post-stay feedback—allowing hotels to gain deeper insights into guest preferences and behaviors.

Hotels that harnessed the power of AI and machine learning in the LasoXP platform gained a competitive edge by: 

  • Anticipating guest needs: Predictive analytics enabled hotels to personalize recommendations and services proactively.
  • Maximizing revenue opportunities: Focused upselling strategies targeted high-demand amenities like dining and spa experiences.
  • Streamlining decision-making: Real-time insights empowered teams to make informed choices, improving both efficiency and guest satisfaction.

By putting data at the center of their strategy, hotels have unlocked new potential for operational excellence and guest loyalty.

Customer Success Stories from 2024

The value of investing in guest-centric technologies is evident in the achievements of forward-thinking hotels. The success stories from our customers this year speak for themselves.

Here are a few highlights of how LasoExperience made an impact:

  • Viceroy Hotels streamlined check-in and room upgrade processes, driving significant increases in room upgrade conversions. This, in turn, boosted both guest satisfaction and revenue.
  • Benchmark Resorts saw operational efficiencies soar after automating guest services across multiple properties, reducing staff workload while boosting revenue from ancillary services like spa treatments, dining, and tours.
  • Sunseeker Resorts used personalized, data-driven offers to achieve a 50% conversion rate on direct bookings, significantly increasing their ancillary revenue and guest engagement.

These success stories illustrate how LasoExperience helps hotels turn every guest interaction into a meaningful revenue opportunity, all while enhancing the guest experience.

A Glimpse Into the Future

As we look ahead to 2025 and beyond, LasoExperience is committed to staying at the forefront of innovation. Our goal is not just to meet the current needs of the hospitality industry but to anticipate future trends and challenges. In the coming years, we plan to:

  • Expand our AI capabilities for even deeper personalization.
  • Explore integrations with emerging technologies like IoT.
  • Gamify the guest experience to drive higher engagement and satisfaction.

Takeaways

In 2024, LasoExperience equipped hotels with powerful tools to turn guest data into impactful engagement and measurable results. Looking forward, we remain committed to helping hotels build stronger, more meaningful connections with their guests through innovation. Together, we are shaping the future of hospitality—one guest experience at a time. 

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