Revolutionizing Hospitality with Phygital Innovations | WSO2Con Barcelona 2025
AI Summary
Overview of Hilton’s Fital Innovations in Hospitality
- Speaker Introduction:
- Senior Director of Customer Platform Security at Hilton.
- Expertise in consumer identity security, with 44 approved patents.
- Hilton Overview:
- Global hospitality company with 24 brands, 8,400 properties, and over 1.25 million rooms across 140 countries.
- Celebrated 100th anniversary in 2018.
- 210 million Hilton Honors members.
- Definition of ‘Fital’:
- A blend of physical and digital experiences post-COVID.
- Aimed at enhancing customer journey through digital innovations.
- Customer Engagement Channels:
- Direct: Hilton’s website and mobile apps (iOS, Android, and China-specific).
- Indirect: Online travel agencies (OTAs).
Fital Innovations Discussed
- Seamless Room Booking:
- Easy navigation based on different vacation types.
- Integrated special rates and personalized profiles for members.
- Digital Check-In:
- Notification sent prior to stay; guests choose rooms based on available options.
- Requirement for secure payment authentication (PSD2 compliance).
- Digital Key Experience:
- Key delivered through app; can access not just rooms but also common areas.
- Secure unlocking via Bluetooth with cryptography.
- Digital key sharing feature available for family and friends.
- Automatic Elevator Unlock:
- Automatically unlocks elevator access based on user’s proximity.
- API Management & Security:
- Use of WSO2 for identity server and API management.
- Daily API call volume between 1.5 billion to 3 billion.
Future Innovations
Exploring passwordless authentication, behavioral biometrics, and modernizing API authorization standards.
Ongoing commitment to improving security measures and user experience across all platforms.
Conclusion
- Hilton leverages technology to enhance the overall guest experience while maintaining robust security protocols.