Enhancing customer experience through real time AI driven feedback implementation in the hotel industry

• Main Author: Miao, Effie Lin Lin
• Other Authors: Chen Songlin
• Format: Thesis-Master by Coursework
• Language: English
• Published: Nanyang Technological University 2025
• Subjects: Business and Management; Hospitality; Customer experience
• Online Access: https://hdl.handle.net/10356/182753
• Institution: Nanyang Technological University

In a highly competitive environment, with speedy evolving artificial intelligence (AI), hotel businesses strive to enhance their customer satisfaction, achieve greater customer loyalty & advocacy, and in turn lead to long-term business success. This study is to examine how real time AI driven feedback implementation can provide enhancement towards customer satisfaction at key touchpoints, achieving enhanced overall customer satisfaction, leading to greater customer loyalty & advocacy in the hotel industry. Through real time AI driven feedback implementation, customer feedback via multiple sources can be captured in real time and consolidated processed by AI driven feedback tools in real time. Thereby it offers proactive opportunities for hotel practitioners to deliver more personalized, responsive services at customer journey key touchpoints to drive overall customer satisfaction, in return leading towards greater customer loyalty & advocacy.