How AWS is transforming the travel and hospitality industry: PwC

The travel and hospitality industry is undergoing a transformation, driven by key trends such as personalization, omnichannel experiences, and the integration of advanced machine learning, artificial intelligence, and Internet of Things technologies. Exceptional customer service has become a critical differentiator, necessitating the adoption of innovative solutions that enable proactive issue resolution. There is also a growing emphasis on operational efficiency, with a focus on optimizing operations, effectively managing data, and gaining deeper insights into customers and operations. It is imperative for hospitality firms to leverage technology to enhance customer experiences and operational efficiency, while maintaining robust cybersecurity measures to safeguard data and sustain trust. With our combined experience, PwC and AWS are well-positioned to assist these companies in adapting to these changes and maintaining a competitive edge.

Our core services and capabilities

PwC and AWS collaborate to provide a suite of services and capabilities aimed at modernizing operations in the travel and hospitality sector, encompassing airlines, hotels, resorts, restaurants, and more. Utilizing AWS's scalable cloud infrastructure, data analytics, and AI capabilities, PwC offers strategic advice on how to effectively utilize these technologies.

Customer experience and personalization

Enhancing customer experience and engagement is crucial for hospitality companies. Together with AWS, PwC helps hospitality firms use data analysis and artificial intelligence/machine learning to adjust pricing and personalize product offerings for customers, enhancing the overall customer experience. With services like Amazon Personalize, Amazon Pinpoint, and other purpose-built solutions, we help enable the creation of real-time personalized user experiences at scale, or multichannel marketing communication services to engage customers across various platforms. Additionally, these solutions help in building a robust data platform that not only improves the customer experience but also enhances operational efficiency.

Customer experience and engagement

The travel and hospitality industry is being shaped by innovative solutions that are designed to provide a modern, seamless, and efficient customer service experience. PwC works with AWS to enhance customer service operations characterized by responsive client interactions, holistic views of the customer, and streamlined processes. From swiftly establishing scalable contact centers to using AI to automate the check-in process, we utilize Amazon Connect, Amazon Lex, and other industry-tailored solutions to help manage better customer interactions and support a large customer base.

Data modernization

Data management and analytics are indispensable tools for understanding customer behavior and preferences, optimizing operations, ensuring regulatory compliance, and driving strategic decision-making. AWS and PwC offer a suite of solutions designed to support these crucial functions. From managing data across multiple document types to building machine learning models that help improve operations and supply chain predictability, we use tools like Amazon Forecast, Amazon SageMaker, and Amazon QuickSight to help drive innovation, efficiency, and customer satisfaction while prioritizing data security.

Data security

PwC and AWS offer a holistic suite of solutions designed to safeguard sensitive information and mitigate cyber risks. AWS offers advanced threat intelligence capabilities, robust identity and access management tools, and security automation services. Additionally, AWS prioritizes data protection and privacy, offering encryption services and compliance frameworks. By leveraging PwC's cybersecurity consulting and risk management experience, the collaboration between AWS and PwC enhances organizations' ability to help address these investment areas effectively. Together, they offer solutions that enable organizations to navigate the complex cybersecurity landscape, enhance their digital trust, and safeguard against evolving cyber threats.

Operational efficiency

In the travel and hospitality industry, operational efficiency is paramount. PwC and AWS offer a suite of solutions designed to enhance this efficiency by streamlining operations, controlling costs, and improving the use of the entire infrastructure. AWS services such as AWS IoT, Amazon SageMaker, and Amazon Forecast, coupled with PwC's industry experience, provide the tools necessary to manage resources effectively, reduce waste, and improve service delivery. These solutions not only help in improving the day-to-day operations but also in making strategic decisions that lead to long-term efficiency and sustainability.

Sustainability

Improving sustainability can reduce costs and improve an organization's agility. PwC and AWS work together to offer innovative solutions that promote sustainable practices. Hospitality companies, for instance, can unlock their IoT data to accelerate growth or leverage ML/AI models to help reduce their carbon footprint. Whether it's building smart, connected facilities, reducing energy usage, improving supply chains, or automating manual tasks, solutions utilizing AWS IoT, Amazon SageMaker, and Amazon Forecast can offer transformative benefits when combined with PwC’s industry experience.