Historically, spaces that have catered to large, temporary crowds such as stadiums, airports and shopping centres have been unable to focus on customer experience at an individual level. Creating personalised experiences, en masse and at scale, has been all but impossible. However, with the advent of groundbreaking technology, exciting opportunities have opened up to owners of prime real estate and the companies that operate within these locations.
As with all digital transformation initiatives though, there are equal amounts of risk and opportunity. Moving beyond the creation of dedicated apps to provide cutting edge, competitive services requires strategic planning, executive buy-in across the c-suite and co-operation between all stakeholders across fragmented industries. Further, executives must account for heightened security concerns and the additional complexities that are caused by these imperative considerations.
The Financial Times, in partnership with Hitachi, is delighted to host this high-level editorial roundtable for leaders tasked with building new and dynamic functionalities for organisations that depend on large numbers of transient customers. Under Chatham House rule, it will draw together experts from across the decision-making process, including Chief Digital Officers, Heads of Security and Customer Experience from various industries to share insights on creating the truly smart space for the transient guest.