Managing Customer Experience with Digital Technology

Managing Customer
Experience

Table of Contents
INTRODUCTION ..........................................................................................................................3
TASK 3............................................................................................................................................3
P5 Examination of involvement of digital technology in managing customer experience.........3
TASK 4............................................................................................................................................4
P6 Elaborating customers service strategies in context of Hazev restaurant..............................4
P7 Evaluating the use of customers service strategies discussed above in enhancing the
experiences of customers and need satisfaction..........................................................................5
CONCLUSION ...............................................................................................................................7
REFERENCES ...............................................................................................................................9

INTRODUCTION
Digital technology is an essential tool in today's world and marketplace, as digitalisation
is taking place on a rapid speed and very fast scale. New advanced technology is coming in
market replacing old ways and machines of performing activities and doing business. Digital
technology plays a vital role in businesses and taking all different actions in business. Digital
technology are being used in all industries and business sectors, hospitality industry is also a part
of it and make effective use technology to serve guests (Goodman, 2019). In this assignment, the
discussion is done over digital technology and its usefulness for managing the experiences and
services rendered by restaurant to customers. Various customers service strategies which are
linked with digital technology and helps in enhances the experience of consumers are evaluated
in this report. A event is conducted by Hazev restaurant in which they are making use of digital
technology for planning and promoting the international food event.
TASK 3
P5 Examination of involvement of digital technology in managing customer experience
Managing customer experience is an essential task which needs to be performed by every
organisation. Hospitality industry is the service oriented segment, which provides several
different kinds of services to customers such as, food, accommodation, tours and travel. It is very
important for hospitality service provider to render the best quality of goods or services to their
customers. One more requirement of hospitality world and companies operating in this service
sector is to maintain good relations with guests. These management of healthy relations with
potential consumers will enable organisation to provided and serve best experiences to their
guests and gaining better understanding of their buyers (Stevens and et. al., 2018). Digital
technology plays a vital role in accomplishing this goal of building healthy and effective
relations with consumers. One tool which can be used by Hazev in order take efficient usage of
digital technology and managing customer experience is CRM system.
Digital technology will help Hazev restaurant managers to keep track of their customers,
by this they can easily categorise their customers in accordance with the event. Company can
take feedbacks of existing customers through effective use of technology. For example, Hazev
management staff can send emails to past guests of restaurant asking for their feedback about the
services rendered by hotel. By doing so, it will have good impact on guests they will feel