ABSTRACT
Digital technology advancements have disrupted customer and other stakeholder expectations and behaviors. This chapter unpacks the capabilities and discusses what it means, how it differs from its traditional counterpart, and its value to organization performance and longevity. It identifies the key roles hospitality and leisure managers can play in building and maintaining these organization capabilities, and what competencies they require to perform those roles. The chapter provides a meaningful introduction to each digital capability, the required roles, and the required competencies, so managers can have a starting point and a contextual framework to support further and lifelong learning/competency development in these important capability areas. Customer experience refers to the quality of all of a customer’s encounters with an organization’s products, services, and brand. Hospitality and leisure managers can also ensure analytics dashboards are built that leverage and integrate digital customer experience data from all channels, they can ensure hiring/developing of in-house experts across channels, and more.
