e-Hospitality – Digital hospitality and empathy for digital tourism service encounters in the new normal
Customer encounters are increasingly moving online, and the customer service experience is formed in many channels. It requires a wide range of competencies to create a service experience. In particular, understanding customer experience and behaviour, utilizing technology, customer interaction, and adding value to service experiences through digitalization.
E-Hospitality supports companies in transforming digitalization into a competitive factor. It improves the competitiveness of tourism enterprises: it accelerates digitalization, develops products and services, supports the development of sustainable and smooth service solutions, and digitalization of service chains. In addition, the project supports innovation activities related to digital services and the digital customer experience in the tourism industry.
The results of the project are compiled into media outputs. They contain information and application examples of new business opportunities and renewed business models where digitalization is still a key asset to stand out in the global competition for people's attention, time, and money.
The project operating area is in Finland Proper and Päijät-Häme. At the same time, Lapland UAS carries out a parallel project in Lapland. The collaboration enables a creation of a community and eco-system of schools, companies, and experts between three regions that enhance mutual learning, exchange of information and co-development
E-Hospitality is funded as part of the Union's response to the COVID-19.