Interview with Tess Mattisson
Why Behavioral Science Matters in Hotel Technology?
It’s no longer enough to base your business strategy solely on numbers and historical data. I’ve seen this firsthand over the years—data can only tell you so much. What truly sets businesses apart today is their ability to understand human behavior.
As the CEO of Zaplox, I’ve had the privilege of working with hotels around the world to help them optimize their operations and enhancing the guest experience through digital solutions. The pace of digital transformation is speeding up, but the real game-changer for any hotel isn’t just about adopting the latest technology—it’s about understanding how your guests engage with that technology and why they behave the way they do.
Is Your Hotel's Strategy Focused on Data or Human Behavior?
For years, we’ve relied on historical data to inform decisions—what worked last year, last quarter, or even last week. While these numbers provide insights into the "what," they often fall short of revealing the "why." If you want to stay ahead of the curve, you need to understand what motivates people, how their behaviors are changing, and how we can meet their expectations.
The hospitality industry is evolving fast. What was once a luxury is now an expectation and the truth is, it’s nearly impossible to keep up with the pace of digital change on your own. You need someone who not only understands technology but also how people interact with that technology. This is where having the right partner can make all the difference in staying ahead of the digital curve.
At Zaplox, we’ve been working with hotels to bridge this gap since 2010, guiding hotels through digital transformation and supporting them to stay in the forefront of technology and meet these shifting demands. We specialize in empowering hotels to leverage technology to create personalized guest experiences through digital self services such as check-in/out and mobile key solutions. Our SaaS solution not only enhances the guest experience but also boosts operational efficiency. We believe that technology should elevate personal service, not replace it.
How Can Understanding Guest Behavior Help You Stay Ahead of Digital Change?
I believe that true innovation comes from stepping outside the traditional boundaries and looking at the bigger picture. It’s not just about adopting new tech for the sake of it—it’s about leveraging it to solve real problems. At the end of the day, digital transformation is about more than just technology. It’s about people. It’s about understanding how your guests think, what they want, and how to create experiences that resonate with them on a deeper level.
I want to help you navigate this exciting time of change, and I believe that by focusing on fundamental behavioral science, we can create strategies that aren’t just reactive—but proactive and human-centric.
Join me on Digital Transformation in Hotel Technology, on the 28th of January, where I’ll share insights that can help your business—whether you’re trying to enhance the guest experience, drive long-term loyalty, or boost profitability. My goal is for you to leave my talk with insights you can apply right away, no matter where you are in your digital journey.