The travel and hospitality industry is undergoing a profound transformation. What began as a rapid response to the COVID-19 pandemic—minimizing physical contact and maximizing safety—has evolved into a long-term shift in traveler expectations and operational models. Today, contactless technologies are not just a temporary fix; they are the new standard for delivering safety, convenience, and loyalty in hospitality.
Travelers now expect seamless, touch-free interactions at every stage of their journey. From mobile check-in and digital room keys to touchless payments and robotic service, contactless solutions are redefining what it means to be a guest. According to Publicis Sapient’s Digital Life Index, 36% of travelers cite contactless check-in and check-out as a top factor in hotel choice, while 47% value advanced cleaning enabled by technology. For airlines, 30% prioritize check-in and baggage kiosks, and over half consider technology-driven cleaning a key differentiator.
This demand for contactless experiences is not limited to a single demographic. While younger travelers (ages 25-54) show the highest preference for digital and contactless options, adoption is growing across all age groups. The pandemic has simply accelerated a trend that was already underway, pushing brands to rethink every touchpoint of the guest journey.
Contactless technologies do more than reduce health risks—they unlock new levels of convenience, personalization, and operational efficiency. Mobile apps now allow guests to check in, access their rooms, and request services without ever visiting the front desk. Digital room keys and mobile payments eliminate the need for physical cards or cash, while smart kiosks and robotics streamline everything from check-in to housekeeping.
For hospitality brands, these innovations are a gateway to richer guest data. Every digital interaction provides insights into guest preferences, behaviors, and needs. This data can be harnessed to personalize offers, recommend relevant experiences, and drive loyalty through targeted rewards. For example, a guest who books a spa treatment via the hotel app might receive a personalized dining offer or a loyalty points bonus for their next stay.
The integration of contactless solutions with loyalty programs is a game-changer. Guests can now earn and redeem points not just for stays, but for a wide range of services—dining, activities, transportation, and more—across a brand’s ecosystem. This creates a unified, frictionless experience that encourages repeat visits and higher spend.
Publicis Sapient has helped leading hospitality brands build cloud-native, microservices-based platforms that seamlessly connect contactless technologies with loyalty systems. These platforms enable:
A notable example is the transformation of Marriott’s Homes & Villas platform, which integrated over 20 partners and enabled guests to earn and redeem loyalty points across 100,000+ properties worldwide. This approach not only doubled bookings year-over-year but also deepened customer engagement and loyalty.
Delivering a truly contactless guest experience requires more than just new devices or apps. It demands a flexible, scalable digital architecture that connects data, services, and partners across the entire travel ecosystem. Publicis Sapient’s Rapid Commerce accelerator empowers hospitality brands to:
This modular, cloud-native approach ensures that brands can continuously adapt to evolving guest expectations and operational challenges—whether it’s integrating new payment methods, launching a digital concierge, or scaling robotics for housekeeping.
The benefits of contactless travel extend far beyond safety. Brands that invest in these technologies see:
For travelers, the result is a frictionless, confidence-inspiring experience—one where every interaction is intuitive, personalized, and safe.
As contactless becomes the new baseline, hospitality leaders must move quickly to implement and scale these solutions. The future belongs to brands that can deliver not just safety, but also convenience, personalization, and value at every touchpoint.
Publicis Sapient stands at the forefront of this transformation, helping travel and hospitality brands design, build, and scale contactless experiences that drive loyalty and unlock new revenue streams. With proven accelerators, deep industry expertise, and a relentless focus on guest experience, we empower our clients to lead in a world where contactless is not just an option—but the expectation.
Ready to make contactless your competitive advantage? Let’s connect and reimagine the future of travel together.