Applying technological advances in managing customer experience at Sojo Train Station Hanoi Hotel

Technology has been applied in different socio-economic sectors, including the hotel and tourism industries. Applying technological advances in hotel business is not only to improve the experience of customers who grasp technology trends the fastest but also to increase the competitiveness of hotels in the market. Although technology brings many benefits, emotional touchpoints in the customer experience journey still play a decisive role; therefore, there are still certain limitations, and technology cannot replace humans. This paper analyzed the effectiveness of technology applications in enhancing the customer experience at the Sojo Train Station Hanoi Hotel from a hotel management perspective.