How Mobile Engagement and AI Are Changing the Guest Experience
At HITEC 2025 in Indianapolis, Jeremy Krol, COO of Phunware, shared insights on how mobile technology and AI are reshaping the way hotels interact with their guests. Phunware enables hotels to deepen guest engagement by combining mobile apps with data-driven personalization, resulting in improved experiences and increased revenue.
From replacing traditional paper maps with intuitive digital navigation to offering smarter upsell options, Phunware helps hotels enhance their digital services while maintaining a personal touch.
What Does Phunware Offer?
Phunware equips hotels with a branded mobile app that turns daily guest interactions into opportunities for revenue growth. Guests can use the app to explore the property, book amenities, and connect with services seamlessly. Meanwhile, hotels gain valuable data and insights to optimize operations and boost profits.
More Than Just an App
The strength of Phunware lies beyond the app itself. Their platform integrates hotel data with wayfinding and engagement technologies to create comprehensive guest profiles. This approach enables hotels to communicate more effectively, engage guests on a deeper level, and drive stronger commercial results.
Integrating AI for Smarter Engagement
AI has been part of Phunware’s toolkit for product development, but recent advancements allow for more sophisticated guest engagement. By analyzing a mix of hotel data alongside behavioral and transactional information, the platform can anticipate guest needs and deliver timely, relevant offers.
Personalization Is Now Expected
Hospitality guests increasingly expect experiences crafted to their preferences, much like popular streaming or shopping platforms. Generic messages tend to be ignored, while personalized offers based on real guest behavior capture attention and encourage interaction.
Measuring Mobile Engagement and Revenue Impact
Phunware connects digital interactions to tangible revenue activities, such as spa appointments or excursion bookings. Hotels gain clear visibility into how mobile engagement translates into guest actions, tracking everything from app usage to popular services. This transparency helps identify what resonates with guests.
Reshaping Brand-Guest Interaction
Phunware envisions hotels delivering seamless, intuitive experiences that meet guest expectations. AI operates quietly in the background to enhance, not dominate, the interaction. This allows hotels to design engagement strategies centered on the guest, while technology handles the complex data work.
AI Empowering Hotel Staff
AI’s role is to support staff, not replace them. By automating routine tasks, AI frees employees to focus on genuine guest connections. Equipped with better information and more time, frontline teams can deliver improved service, benefiting both guests and the hotel.
About Phunware
Phunware, Inc. (NASDAQ: PHUN) is an enterprise software company specializing in mobile app solutions. They provide tools for creating and managing custom mobile applications, analytics, digital advertising, and location-based services. Phunware’s mission is to enhance mobile engagement by delivering scalable, personalized app experiences across industries.
The company plans to expand its software offerings and industry reach while leveraging its patents and intellectual property to grow its digital asset ecosystem.
Your membership also unlocks:
