This report discusses the importance of understanding customer needs and wants, factors that drive customer engagement, customer experience map, and digital technologies in the hospitality industry. It explores how customer touch-points can influence customer education and how digital engineering is engaged in carrying off the customer experience within the service sector. The report focuses on the Intercontinental Hotels and Resorts and provides insights on how the company can modify each of the client touch points to influence the action, responses, and act of its customers to hike the client education.