Similar developments to those seen in connection with Industry 4.0 are also to be expected in the service sector. Digitalisation and networks are also the key elements here. With the help of intelligent, digitally connected systems, people/customers, organisations and objects should be able to communicate and cooperate directly. Among other things, this will allow companies to produce tailored offerings that meet individual customer wishes in a simpler manner than before. The vision for the future is to optimise the entire customer journey as regards quality, pricing and flexibility, and thus to improve business earnings.
At the same time, however, this will also require future-oriented organisational forms. The way in which the overall value chain is controlled within the tourism network is changing and needs to be restructured. The Institute for Tourism and Leisure (ITF) is addressing these issues at a system and management level and aims to become a platform that takes up future-oriented issues relating to the tourism industry’s digital transformation and helps to shape innovative solutions.
Service Innovation Lab (SIL)
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