Table 1 Comparison of traditional and... | Emerald Publishing

Table 1

Comparison of traditional and digital model

Aspect	Traditional model	Digital-first model	Case study
Customer interaction	In-person check-ins, phone bookings	AI chatbots, mobile self-service	Hilton: Reduced front-desk staff by 30% after deploying “Connie,” an AI concierge, while Marriott uses mobile check-in for 60% of guests
Revenue streams	Room bookings, ancillary services	Dynamic pricing, blockchain loyalty	LockTrip: Zero-commission blockchain bookings increased margins by 20% versus Expedia’s 15% OTA fees
Data security	Centralised databases	Decentralised blockchain systems	Post-2018 breach, Marriott adopted zero-trust frameworks, while Winding Tree uses blockchain to eliminate single points of failure

Aspect	Traditional model	Digital-first model	Case study
Customer interaction	In-person check-ins, phone bookings	AI chatbots, mobile self-service	Hilton: Reduced front-desk staff by 30% after deploying “Connie,” an AI concierge, while Marriott uses mobile check-in for 60% of guests
Revenue streams	Room bookings, ancillary services	Dynamic pricing, blockchain loyalty	LockTrip: Zero-commission blockchain bookings increased margins by 20% versus Expedia’s 15% OTA fees
Data security	Centralised databases	Decentralised blockchain systems	Post-2018 breach, Marriott adopted zero-trust frameworks, while Winding Tree uses blockchain to eliminate single points of failure

Source(s): Authors