The Evolution of Guest Experiences
Fans and travelers now expect the same level of convenience and speed from entertainment venues and travel operators that they enjoy in retail and dining experiences. With self-service becoming the norm, the events and hospitality industries must adapt to meet these rising expectations or risk falling behind.
Mobile Technology Reshapes Live Events
Mobile-first platforms have transformed how fans engage with live events. Nearly all attendees purchase food or merchandise during events, and most would spend more if they could order directly from their seats. Venues implementing smart POS systems have seen reduced wait times, increased spending, and improved operational efficiency. For instance, 81% of eventgoers want to order food from their seats, showing a clear demand for convenient, mobile-driven services.
Self-service kiosks have also become a popular solution, cutting average transaction times to under a minute and improving guest satisfaction. Major League Baseball’s Miami Marlins, for example, observed a 15-minute reduction in average line wait times and a subsequent 28% increase in food and beverage sales after implementing mobile ordering at Hard Rock Stadium.
Seamless Payments in Travel and Leisure
Travelers now expect frictionless payment experiences similar to those in retail. Digital systems, such as cruise cards and unified hotel platforms, are helping travel operators streamline transactions, enhance guest satisfaction, and create new revenue opportunities. Carnival Cruise Line, for instance, now allows guests to use their onboard cards at their Celebration Key destination, enabling seamless checkout for food and beverages through self-service kiosks.
Hotels are also adopting automated front desks and self-service kiosks, with nearly 80% of guests open to these innovations. Unified platforms are helping operators reduce costs and improve the guest experience by cutting down on fragmented payment systems.
The Future of Connected Experiences
Emerging technologies like artificial intelligence (AI) and augmented reality (AR) are set to further revolutionize the entertainment and travel sectors. AI-driven chat tools can personalize itineraries and experiences in real-time, while AR can help guests navigate venues and events more easily. According to Amadeus, 75% of travelers say AR tools reduce anxiety during trips.
By integrating these technologies with existing POS infrastructure, operators can create comprehensive, frictionless experiences that benefit both guests and businesses. As Jim Castillo, Senior Vice President of Technology at Cantaloupe, notes, “A comprehensive hospitality experience has to serve guests at every touch point. Technology has made it simpler to provide excellent customer service and reduce friction where it matters most—at the point of payment.”
