DAY 1 #DCHH17
Anything that can be digitized will be digitized
Artificial intelligence and chatbots that collaborate to negotiate the most personalized offer for the user; virtual reality tours of travel destinations; vacation accommodations printed on a 3-D printer; autonomous air taxis that expand the scope of a traditional travel experience; and robots serving as service providers.
In her keynote address, “A Journey into the Future with Robots, Artificial Intelligence, and More,” Anke Domscheit-Berg delivered a technically sound and emotionally stirring opening address on Friday evening.
Born in Premnitz (Havelland) in 1968, this independent politician is an entrepreneur, journalist, and activist. The former director of Microsoft Germany is particularly interested in the topic of the digital society. How is the Third Industrial Revolution changing our lives? What can be done to combat the surveillance state? What will happen to jobs? How can gaps in media literacy be addressed?
The 225 participants at DestinationCamp were presented with fascinating facts and examples, as well as potential developments and pitfalls regarding the current state of digitalization in various industries.
According to Domscheit-Berg, virtual travel could be a “welcome addition to traditional travel”—but it could also serve as a meaningful substitute, for example, when people lack the money or time for a real trip, when someone chooses not to travel for environmental reasons, is limited by health issues, or is unable to travel for political reasons. However, it could also be misused as a mindless escape from an unresolved everyday life.
Who monitors the market power of data monopolists? How free of discrimination are automated decisions based solely on algorithms? Who prevents data from being misused when personality profiles are derived from the accumulation of individual data points that are harmless in and of themselves? “There is no such thing as innocent information. I, for one, feel uneasy when a bot is eavesdropping on everything in the room,” said the internet activist.
Above all, policymakers and society as a whole must find a way to address how people whose jobs are replaced by machines or algorithms should shape their lives (and, incidentally, he spoke out in favor of a universal basic income). Creativity in solving complex societal challenges is urgently needed:
Not all taxi drivers who have lost their jobs can become drone fleet managers, and not all construction workers can become 3D designers.
She encouraged tourism professionals to take advantage of the opportunities offered by digitalization. To avoid being solely dependent on large data collectors, smaller destinations could also join forces, process their own data, and create interfaces with chatbots that can be used to meet guests’ needs.
"There is no other issue on the horizon that will bring about such profound social upheaval as digitalization," said State Parliament member Dorothee Martin (SPD). Politicians still need to "discuss data protection much more extensively." However, digitalization could enhance the traditional vacation experience.
"Whatever can be digitized will be digitized," stated Christoph Engl of Brand Trust. However: “Chatbots are merely technological aids for processing information. People cannot identify with technology.” What will be crucial, he said, is that “destinations don’t just present themselves through information and data, but offer emotional points of connection—because that’s what people want.” Offering that, he added, is also a form of appreciation.
For mindfulness coach and hotelier Bernd Reutemann , “Digitalization is a great opportunity to show appreciation not only for our customers but also for our employees. We ask our guests for their information so we can meet their needs as precisely as possible. For us, showing appreciation in both cases means, in concrete terms, doing good.”
Christian Geissler, the owner of the Saalbacher Hof in Tyrol, is convinced: "No matter how much we digitize our processes, there will always be a demand for warmth and personal contact. We need to show our employees this kind of appreciation, and then they, in turn, will show more appreciation to our guests."
"Appreciation must be an attitude; warmth leaves a lasting impression," said Constanze Hilgers of the DZT. But: "We must first agree on our shared values. Only then can we truly appreciate one another."
"The digital transformation is 'forcing me to reevaluate my core responsibilities,'" admitted Petra Stolba, the managing director of Österreich Werbung. Digitalization requires an almost complete restructuring of the company: "We need to think even more in terms of network structures, work systematically, and, above all, develop a culture of learning from mistakes. After all, we are living in the midst of the age of prototyping."
Tobias Woitendorf of the Mecklenburg-Vorpommern Tourism Association pointed out that valuing employees also requires trust, responsibility, autonomy, and a culture of learning from mistakes. "We must adapt our leadership style to the new needs of our employees as well."
"Digitalization in the public tourism sector oftenfails due to a lack of trust on the part of political decision-makers," criticized Ulrich Hüttenrauch, managing director of Oberallgäu Tourismus Service. Rapid technological advances contrast sharply with the long lead times involved in drawing up budgets and the often limited financial leeway available to tourism professionals.
Conclusion of the discussion after 50 minutes: Especially in times of digital transformation, people must be placed at the center of business operations—not only as customers, but also as employees.
And here's the video recap of Day 1! The 2017 video documentary is presented on the first day by infomax websolutions, Traum-Ferienwohnungen, and neusta destination solutions: