Sometimes I wonder at the evolution of tourism industry. What it will look like in 2020, 2050. I can noodle around Google, and garner snippets of trends, and ideas, but that is just the tangible that will change. Back in 2000, 2020 seemed like so far in the distance, that it was too hard to extrapolate the nuances. I can, to a point, articulate the technology changes I want, but really get to the heart of how life changes, hard.
We can crunch numbers. We can put words to paper, and try to envision our lifestyles, but really in the end, it is about today. This moment in time, this moment of truth that counts. Marriott has argued for decades now that if we take care of today, the people, tomorrow will take care of itself. (Okay I’m paraphrasing, but let me take some license.)
It is good to plan. It is good to strategize, but if we lose sight of what is important at this moment, we lose how many opportunities? We lose the potential for that future. Don’t we lose the moment of truth in every experience happening at this instant?
I could sit in front of my computer for several hours, and view videos on the new productivity technology that will aid our lives. I could sit and read about the applications being developed. Most of it is coming true, like that in Microsoft’s Vision 2020 video that was published back in 2010.
But we forget the human element in that technology. That that technology is only as good as the person using it. That our ability to deliver on the expectations of our customers depends on our common sense more than the gadget we have in our hands. What we do matters. So any vision for the future must entail that aspect. It is certainly argued in these videos, and we can chart and map out the flow of work, the contact points in the moment of truth, but in the end, the difference is the human element that exerts force on those steps. The core value of tourism is the people that deliver on expectations, and desires. That they more than meet, exceed the moment of truth.