This Customer Wants Roses

Jun 3, 2022 8:00:00 AM

Yes, sure, flowers are nice. But that’s not what I mean. The Rose I'm talking about is ACTUALLY my dream come true. She was my virtual assistant during a recent stay at the Cosmopolitan Las Vegas. Billed as the “resident mischief-maker and digital concierge” on the website, Rose can handle everything from towel delivery to dinner reservations, and this is how I would like to live my life from now on. 

In the era of the pandemic, the rise of new digital options for things like menus, ordering, curbside pickup, and touchless payment, was fast and furious. Hotels implemented new safety procedures, of course, but the forward-thinkers in that crowd doubled down on using artificial intelligence (AI) to elevate the customer experience.

This article in Hospitality Technology rightly points out, “While this AI-based technology can assist with traditional concierge services…it can also build customer relationships, enhance the guest stay, and reduce operational friction.” And that is exactly what I found with Rose. 

On this particular day, I was still working in my room when they came to offer cleaning service. I must have been on a call because I did not answer the door. Then I found this: 

hotel card with directions for requesting cleaning service

Really? When’s good for me? I mean, I realize I am paying to stay here but literally no one ever asks me this question! (That is a whole other blog.) Being a #CX geek, I was thrilled and couldn’t wait to text my girl, Rose. Here’s how it went:

Attachment0

So Rose organized getting my room cleaned and I didn't have to talk to anyone (although the option was there) or chase the housekeeping cart down the hall. Plus, she was funny and very on-brand. She had me at Hot Mess. 

The internet has no shortage of suggestions and best practices on how to do AI right in various environments, including contact centers. Of course, we have a few thoughts of our own, too. But if I had to take one thing away from my experience at the Cosmo, it would be this simple truth: every business has the opportunity to make life simpler for customers. So much in people’s everyday lives is just plain hard that every baby step away from effort feels like a gift. 

As for me, I just want more Roses.

 

Candace Sheitelman

Written by Candace Sheitelman

Candace Sheitelman brings more than two decades of marketing expertise to Edify, much of it focused on CX and the contact center. She's responsible for Edify's go-to-market strategy and execution. Sheitelman previously ran her own marketing communications firm and global marketing at Aspect. She earned her B.S. in Public Relations from the S.I. Newhouse School of Public Communications at Syracuse University. Learn more here.