The Rapport Service Debate Series

EP is delighted to co-host with Rapport, a series of "by invitation only" discussion forums to run over the course of this year. There is an overriding importance on service, its changes, its challenge and its future. Are you up to speed?

The Hospitality Industry and service go hand in hand as service sits at the core of what we do and for many, why we do it. How people experience service often directly impacts on the success of a business as well as the well being and retention of the staff therein. It is the cornerstone of many establishments with some using or adapting the concept of service and its delivery as a differential in the marketplace.

But what does service mean today? How has service been impacted by the pandemic and what does service mean for us all for the future? Has the rise in technological advancements within retail and hospitality impacted on our idea of or need for service? Is traditional service a thing of the past?

Many argue that the pandemic has changed the consumer forever and they are no longer as we once knew them. That online shopping, home deliveries and Netflix have created a consumer who wants quick, digital transactions. That this new consumer values service which is adaptable to their needs and is as adaptable as their needs are. That the days of personal service, genuine relationships and personal interactions are a thing of the past. But could technology really be the death of personal service?

Others argue that technology and the pandemic have merely heightened the desire for personal interaction and bespoke services, for genuine engagement and care. That we have desperately missed the "people piece" and so want higher levels of service and to have experiences which are personal and meaningful, as well as immersive and memory creating. Many argue that there is a desire to go back to the thinking and behaviours of "traditional service" and question whether technology really provide a service that also meets these needs?

It is an important and fascinating discussion and one which we are delighted to create a series of debates with Rapport on as it is constantly changing. Being open to new ideas and perspectives on this great debate will be essential to many businesses overall success.