With the current rise of blockchain technology, governments around the world have already issued the first blockchain-related laws. Should companies approach blockchain with suspicion? Does blockchain government regulation concern solely cryptocurrencies, or the entire range of blockchain solutions? Join Intellectsoft as we look at the first wave of blockchain laws.
Blockchain Regulation — Always the Long Road
Bitcoin has remained in the shadow for several years since its release in 2009, which is a long time for our fast-paced world that quickly embraces new technology.
According to blockchain advocate Andreas Antonopoulos, people met cars, cellphones, and internet with the same level of suspicion as bitcoin and blockchain. Before a revolutionary technology reaches widespread adoption, a lot of people predict its downfall, while governments introduce wide-ranging regulation. Such technologies are perceived as unfitting in the first place, with many branding them too slow or too complex.
Still, if a technology holds immense potential, the adoption will continue. Blockchain is currently in the middle of this process. Now, let’s look at the adoption timeline of blockchain and how governments around the globe made their first steps in regulating the technology.
Blockchain Technology Regulation — The Timeline
The term “blockchain” was first used in the fall of 2015. In the following year, the craze over this new concept of storing data in a secure and immune way, as well as Bitcoin cryptocurrency it provides the foundation for, spread across the globe with initial coin offerings (ICOs), an issuance of virtual tokens for the primary investment. ICOs gave way to the companies of a new breed: they avoided a traditional venture capital and promised to disrupt every industry with blockchain technology.
Notably, programmable money was the first application of blockchain, with projects like Monero and Litecoin following the steps of Bitcoin. The immense hype accelerated the growth of cryptocurrencies’ value and increased the number of people investing in them. In 2017 alone new and experienced cryptocurrency investors spent over $6 billion on ICOs, not taking into account billions of dollars invested in purchasing more bitcoin, ethereum, and other decentralized currencies. The popularity of ICOs has also led to the proliferation of illegal financial activities known as “pump-and-dumps”.
Consequently, China and a few other countries banned ICOs in 2017. Regulatory meetings happened very often, and governments started issuing new laws with similar regularity.
This has led to creation of BitLegal — an online map that tracks the constantly evolving regulatory landscape of cryptographic assets and distributed ledger technology (DLT), as well as reflects how governments around the world regulate cryptocurrencies and blockchain technology.
Now, let’s start reviewing blockchain regulation across the world in depth. Concurrently, it is important to understand that, in most cases, only one particular blockchain application captured the attention of lawmakers — blockchain in finance.
Regulation of Cryptocurrency Around the World
Whereas the global community is seeking consensus on cryptocurrency regulation, the national governments are making their own maneuvers, and it is important to understand the intentions behind them.
For instance, small countries like Gibraltar, Bermuda, and Lichtenstein are all seeking to attract new capital and become crypto-friendly as a result. The Republic of Marshall Islands and Venezuela even issue their own tokens to oppose external financial influence.
According to Edward Snowden, the National Security Agency (NSA) of the US had been extensively tracking Bitcoin users for years. Allegedly, this was carried out to prevent money laundering and counter terrorism financing with ICOs. Meanwhile, the US government has equated this type of fundraising to IPO in the majority of cases. The country also looks into developing procedures and licensing for blockchain-related instruments. As blockchain technology regulation is an ongoing process worldwide, it is more convenient to stay updated with corresponding resources.
On March 20, 2018, G20 countries gathered in Buenos Aires to discuss the possible regulation of cryptocurrency. Argentina, Australia, Turkey, South Africa, and the United Kingdom proclaimed that they decided not to regulate cryptocurrencies. Mark Carney, the head of The Bank of England, was a chairman of G20’s Financial Stability Board and mentioned that “cryptoassets do not pose risks to global financial stability at this time,” citing the relatively small capitalization of the market.
Authorities in Indonesia have ruled out the usage of cryptocurrencies. Indonesia Central Bank insisted that Indonesian rupiah is the only currency permitted for transactions inside the country, referring to the country’s currency act.
Meanwhile, Saudi Arabia is working on establishing legal norms for blockchain technology implementation without prohibiting cryptocurrencies. The country cooperated with the UAE on a pilot project to explore cross-border digital currency payments on blockchain. In October 2017, the Saudi Arabian Islamic Development Bank ordered its researchers to develop blockchain-based products.
South Korea is against anonymous transactions and currently develops a tax law, whereas Japan and Germany acknowledged bitcoin as an eligible currency and have taxed it, too.
Finally, India prohibits cryptocurrency payments, considering them illegal. Brazil prohibits investing in bitcoin as well.
Blockchain Government Regulation
As mentioned earlier, the regulations are mostly limited to cryptocurrencies and ICOs. While blockchain is still in its infancy, governments around the world recognize the value of distributed ledger technology.
Switzerland has been among the pioneers in the blockchain field. One of its cities — Zug — hosts several blockchain startups and offers a flexible taxation and solid legislative protection to the companies of the blockchain breed.
Canada is another example of how regulators can embrace the technology. Recently, the Canadian government allowed to issue an ETF for blockchain technologies, which can now be traded on the Toronto Stock Exchange. Apart from that, the National Research Council (NRC) of Canada utilizes blockchain technology to better track and publish information about grant funding.
China might see to be harsh “on the current blockchain hype [which] is focusing on fundraising and speculation,” says Hu Danqing, a technology product specialist from Alibaba, in an interview. Still, the country’s officials believe that the blockchain technology can solve real-world problems.
Similarly, the United States, the UK, Singapore and Japan do not intend to scare away the blockchain industry professionals, admitting the need for proper blockchain regulation.
During the hearing in the US on February 6, 2018, the Securities and Exchange Commission (SEC) chairman Jay Clayton and the Commodity Futures Trading Commission (CFTC) chairman Christopher Giancarlo spoke before the Senate Banking Committee on the topic of virtual currencies. They recognized the numerous ways of blockchain implementation across dozens of industries, from finance to health and to media, and even said that “there could be no blockchain without bitcoin.”
The EthNews summarized the hearing’s with most important statements. For instance, both commissioners agree there is no systematic risk coming from cryptocurrencies, since their market capitalization remains a small part of the global economy. The officials also admitted they lacked economists in the blockchain field and that blockchain regulation on the state level is still chaotic. Thus, a solution to the current status quo, as well as blockchain implementation in the government sector, are welcomed. Marco Santori of Cooley once emphasized that blockchain and cryptocurrency regulation depends on the applications of the technology.
Blockchain Government Regulation — European Blockchain Partnership
In a standout announcement, 22 European countries have recently signed a Declaration on establishment of a European Blockchain Partnership. The partnership “will be a vehicle for cooperation amongst Member States to exchange experience and expertise in technical and regulatory fields and prepare for the launch of EU-wide blockchain applications across the Digital Single Market for the benefit of the public and private sectors.” The partnership will also ensure that Europe “continues to play a leading role in the development and roll-out of blockchain technologies.”
In 2018, The European Commission also launched the EU Blockchain Observatory and Forum, investing over €80 million in blockchain projects that support the use of blockchain in technical and societal areas, with €300 million more to be allocated to blockchain implementation by 2020.
List of countries who signed the Declaration includes UK, Norway, Germany, France, Finland, Portugal, Poland, Austria, Belgium, Bulgaria, Czech Republic, Estonia, Ireland, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Slovakia, Slovenia, Spain, Sweden.
Mariya Gabriel, Commissioner for Digital Economy and Society, welcomed the signature of the Declaration, stating the following: "In the future, all public services will use blockchain technology. Blockchain is a great opportunity for Europe and Member States to rethink their information systems, to promote user trust and the protection of personal data, to help create new business opportunities and to establish new areas of leadership, benefiting citizens, public services and companies.”
Conclusion — Future of Blockchain Regulation
Blockchain technology implementation and regulation poses minimal to no danger to businesses wanting to embrace the technology, while we still have to see what the future holds for the global adoption of cryptocurrencies and ICOs. Furthermore, Western governments encourage blockchain implementation in public services and welcome the usage of technology in the corporate sector.
Need a solid blockchain solution that complies with the laws of the country your business operates in? Get in touch with Intellectsoft. We have already completed several blockchain projects for our clients.
The hospitality industry depends a lot on keeping customers happy, but it’s getting harder to attract and keep them. The pandemic hit this industry hard, and now market competition is tougher than ever, with competitive offerings swaying customers. Hospitality businesses are willing to spend big to win customers back. The main questions for many are: how can we stay ahead of the competition, keep our customers, and increase revenue? Keep reading—we’ve got some answers.
Customers today have so many options that getting their attention is a real challenge. It’s not easy to make them choose your business over others. What worked 10 years ago doesn’t work the same way now. Back then, people often chose businesses based on reputation. But with new types of businesses (boutique hotels, craft cafes) popping up or big enterprises getting a new strategy, expectations have changed. The good news is these businesses have shown what works: great customer service. They focus on personalizing the experience, making things easy for customers, offering loyalty programs, and using smart technology.
In this article, we’ll explore these tech strategies and show you how they can help your business grow, and double the revenue. Keep reading to learn more!
The Importance of Customer Satisfaction in the Hospitality Industry
Customer satisfaction, which equals exceptional customer experience, is the backbone of the hospitality industry. It plays a central role in driving revenue and loyalty, as satisfied customers are more likely to return and recommend a hotel, restaurant, or other hospitality business to others. In fact, a study by the Harvard Business Review found that a 1% increase in customer satisfaction can lead to a 0.5% increase in revenue. Moreover, loyal customers are more likely to forgive mistakes and continue doing business with a company, even if they experience a negative encounter.
Let's quickly review the challenges the hospitality industry is facing right now so we can move on to the solutions and our case studies.
Challenges in Hospitality
As businesses navigate the changes in the hospitality industry, there are some key areas where a little improvement can go a long way. From improving customer service to embracing digital transformation and tackling labor shortages, we’ll take a closer look at today’s biggest challenges—and, more importantly, how technology can step in to help. Let’s get started!
Poor Customer Service
Even with strong and high-quality business offerings, poor customer service can drive potential customers and existing customers away. Common issues include:
Long wait times in customer service queues (it is worth remembering that our attention spans 8 seconds, and we live in a very busy world, so quick and efficient responses are more important than ever.)
Poorly trained customer service representatives
Lack of follow-up
Services not being done properly or quickly
Recall issues that require multiple service calls
These problems can frustrate customers. But, at Intellectsoft, we believe that the right approach, combined with technology, can address them effectively.
Digital Transformation Gaps
Approximately 50% of hotels are adopting new technologies, with 43% automating repetitive tasks and 39% upgrading existing systems. Source: workstaff.app
While many businesses are adopting digital solutions, some still struggle with outdated systems and fragmented data. Legacy companies often face chaos when trying to manage their data and create new systems or add features.
Some of the recent examples include clients coming to us to create AI solutions for their services while their data simply was not ready for the advanced tasks. We advise stepping back, communicating with a company objective, and working on keeping the data clean (centralized, structured, and segmented).
When we’re asked to create advanced systems using AI, we always emphasize the importance of organized data. To train AI and build such complicated systems that truly work, you need to start from the very beginning—collecting, storing, centralizing, and organizing it. We encourage our clients to align all departments to work internally on the data so we can create a unified digital system that delivers personalized experiences.
If you’re unsure where to start with your data, we can help. Collecting feedback at various touchpoints along the customer journey is crucial for gaining insights into customer satisfaction and loyalty. Book an IT consultation with us, and our experts will guide you in mapping out a path to get more from your data and build a system that works for your business and team.
Reskilling Staff
The pandemic hit hard in early 2020, especially for the hospitality and travel industries. Even five years later, many businesses are still feeling the impact. Recruiting and retaining skilled staff has become a major challenge post-pandemic.
Reskilling to address technology’s impact is of utmost importance, as about 40% of hotel General Managers place it among their top three workforce challenges.
We strongly believe that adopting the right technology can help. For example, creating an app to train your staff not only saves time but also ensures consistency in learning. AI assistants can also work alongside your team, helping with tasks like recruitment (providing industry insights, crafting emails) and staff training. Imagine having an app dedicated to making your team’s work easier and more efficient!
How Technology Tackles These Challenges and Supports a Customer-Centric Hospitality Culture
Automation, AI, and similar technologies may threaten many. However, the debate about replacing humans isn’t about that—it’s about cooperation and working hand in hand with technology to achieve the highest standards and establish brand-new “golden standards.” Technology is here to assist staff in listening to and collecting customer insights from data.
Let’s review some of our cases to see examples of how technology helps improve customer experience and supports customer service.
Examples of Intellectsoft projects
Property management systems (PMS)
We created a web platform and mobile app that makes managing daily tasks easier and offers extra services to improve residents’ experience. It gives a clear overview of daily activities and helps with managing units and users. Residents can easily book amenities, submit service requests, and report incidents. The platform also includes features for equipment management, key instructions, workflows, and custom permissions. This makes it easier for staff to stay on top of equipment and ensure residents have all the information they need. Plus, tools like announcements, quick votes, a forum, and a community calendar help build a connected and engaged community.
Guest Experience Management App
Our next app helped our client improve their guest experience by replacing printed marketing materials and the need for phone calls with a smart solution. Now, guests can easily order in-room dining, make reservations, and interact with staff— through a simple tablet in their room. The solution includes three parts: a custom in-room tablet with a variety of services, an admin panel for hotel staff and service providers, and a backend system that connects everything together. This approach makes things easier for guests and staff, improving both convenience and efficiency.
Existing Customers First: Building Loyalty with Personalized Touchpoints
Keeping existing customers is not just a strategy; it’s well-known that retaining existing customers is more cost-effective than acquiring new ones. In fact, research shows that it costs five times more to acquire a new customer than to retain an existing one. KPMG named customer retention as the number one revenue driver for the company.
Moreover, a 5% increase in customer retention can lead to a 25% to 95% increase in profits, showing the significant impact loyal customers can have on a business’s bottom line. Retention strategies, like personalized experiences and loyalty programs, can foster long-term relationships and generate recurring revenue, ultimately making them an invaluable part of any business model.
Personalization: How Technology Can Help?
Everyone loves to feel special—it’s part of being human. In hospitality, personalization has evolved from being a luxury to an essential standard. With the right technology to manage your data effectively, you can deliver those “wow” moments that guests won’t forget.
More than half of hotel chains are already using personalization features on their websites, booking platforms, and apps, and another 39% are planning to follow suit soon. They’re tailoring experiences to fit guest preferences perfectly.
Source: Deloitte
How does technology make it happen?
CRM Systems: They help you keep track of guest preferences, booking history, and special requests so you can offer services tailored just for them.
Loyalty Programs: Personalized rewards and offers show your guests that you value them, keeping them coming back for more.
AI Personalization: AI analyzes guest data to predict what they’ll love (from room upgrades to local recommendations) before they even ask.
IoT Gadgets: Smart room features like voice-activated assistants, or temperature controls adjust to your guests’ preferences, making their stay more comfortable.
With tech-powered personalization, you’re building loyalty and maximizing the lifetime value of every customer.
Our Case Study: Smart Hotel Management & Loyalty Program
For one of our clients, we created a smart room solution, complete with a custom IoT system. Guests can use a mobile app to control services, explore amenities, and find resort information-- with a special touch to their suite type. For the client’s entertainment business, we improved their legacy software by running a full IT and code check, fixing issues, and making the system better for customers.
Along with that, we developed a mobile app for the loyalty program, allowing businesses to effortlessly reward their customers and keep them engaged with exclusive benefits.
Our solutions not only helped the client with special experiences for guests; it also improved operations, cutting costs by eliminating inefficiencies. Here's what our experts shared:
"We transitioned away from ESB (Enterprise Service Bus) systems, which previously cost millions, and replaced them with more efficient, self-managed solutions. Similarly, we’ve implemented Device Farms that improved operations and saved resources."
Leveraging Software to Increase Upsell Opportunities
Here are some examples of tech tactics that will help your team sell more and introduce new offerings to existing customers, improve overall efficiency leaving your team grateful:
Dynamic Pricing Algorithms
For finance and marketing teams, manually calculating pricing by segment to introduce your clients can be incredibly challenging. AI-powered tools can strongly optimize these strategies by analyzing your database in detail.
Upselling via Apps
Boosting revenue in the hospitality business often comes down to personalized experiences. Imagine this: a guest books a room, and then your app suggests a spa package or a room upgrade at just the right moment. Later, it nudges them to book a dinner reservation or a guided tour designed to their preferences. With apps offering these personalized recommendations during and after bookings, you’re not just increasing your revenue per guest but also skyrocketing their experience. And you do it in a sustainable way, not by speculating, but by offering what your customers desire based on their previous experiences. It’s a win-win: seamless, helpful, and far from pushy.
Inventory and Resource Management Software
Making every resource count in your hospitality business is key. Inventory and resource management software allows you to effortlessly track everything from linens to room availability, ensuring nothing goes to waste. Having real-time insights to reduce overstock, avoid shortages, and optimize operations assists sustainably keep everything under control and know what you need to focus more. It helps maximize room occupancy by aligning bookings with available resources, ensuring every room and item is used effectively. This approach leads to smarter management, better guest experiences, and a noticeable boost to your bottom line.
Adopting these strategies not only optimizes your operations but also drives business growth. Ready to discover how technology can elevate your goals? We’re here to create a tailored solution for you.
Steps For Implementing a Customer Service Technology Solution
Improving customer service in hospitality doesn’t have to be a daunting task. With the right technology, you can smooth the path of your operations, speed up response times, and elevate the overall guest experience. Here’s where you can make it happen:
1. Understand Your Needs
Start by identifying the challenges your business is facing. Are you struggling to manage high volumes of inquiries, track customer feedback, or personalize the guest experience? Pinpointing your needs will guide you to the best solutions.
2. Pick the Right Tools
Choose technology that aligns with your goals. Look for solutions that are scalable, easy to use, and integrate effortlessly with your current systems. Options like CRM software, live chat tools, or a guest experience app can make a difference.
3. Equip Your Team
Technology is only as effective as the people using it. Train your staff to make the most of the new tools, so they can deliver exceptional service and resolve issues quickly. Confident, well-equipped staff creates happy, loyal customers.
4. Keep Improving
Once implemented, monitor how well the solution works. Are response times improving? Are customers more satisfied? Regular evaluations will help you fine-tune your approach and keep things running harmoniously.
Some Tech Ideas for Hospitality Businesses
CRM Software: Manage customer interactions and preferences.
Guest Experience Apps: Delight guests with personalized experiences right at their fingertips.
Amenity Management Systems: Simplify operations for everything from room service to facility bookings.
Live Chat Tools: Offer instant support and answers.
Social Media Management Tools: Keep customer interactions engaging and organized.
Integrating these strategies will not only improve your customer service but also deliver unforgettable customer satisfaction, loyalty, and, ultimately, your bottom line. Ready to take the next step? Book a consultation with our experts.
Conclusion
To wrap up everything we've discussed, customer satisfaction and experience are at the heart of hospitality. Retaining customers is more than just keeping them around—building strong, long-lasting relationships and consistently meeting their evolving needs. By understanding their pain points and offering personalized solutions, you can inspire loyalty and drive progress. With the right technology and continuous improvement, your business can stay ahead, let go of what no longer serves you, and keep growing.
At Intellectsoft, with over 17 years of experience in software development, our expert team is ready to help. We create everything from mobile apps to full-fledged portals and systems, leveraging the latest technologies like AI, Cloud, and Machine Learning. With deep experience in the hospitality industry, we’re here to craft personalized solutions that bring your business unforgettable customer experience and retain your valuable clients.
Ready to double your revenue and level up your customer retention strategy with personalized technology? Contact our experts, and we look forward to working hand in hand with you to build or revitalize the perfect app or system for you.
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