1. ITC Hotels: Using Technology To Create “Wow” In The
In-Room Guest Experience
On a recent business travel, I stayed at ITC Sonar, one of
India’s premium five-star luxury hotels. After a long day
packed with meetings and presentations, I crashed into my
room and was lounging on my bed watching some
mindless TV, listening to music and catching up on emails.
Suddenly, the phone situated near my bed started to ring.
I scrambled for the TV remote. After some frustrated and
slightly frantic hunting for it, I gave up and just picked up
the phone receiver. As I did so, I suddenly realized that the TV had instantly muted itself –
“automatically”.
It took me a moment to realize this clever, little touch. After my call ended, I decided to make
another call to order dinner. This time again, when I picked up the phone, the TV went mute so
I could immediately switch into a professional mode and hold my conversation in quiet. What a
clever, little design touch! I was simply “Wowed” by the elegance and sheer simplicity of the
solution!
© Rupa Shankar
www.cxpdesign.com

2. The future is moving towards buildings and objects that enable us to communicate with them
directly or enabling them to even bypass us entirely and communicate directly with each other.
Just like the phone and TV in my room were doing. And some hotel chains such as ITC Hotels
are using technology cleverly to be on the frontier of creating these singular moments of
customer “Wow”!
© Rupa Shankar
www.cxpdesign.com

3. About CXP Design
CXP Design (www.cxpdesign.com), founded by Rupa Shankar, is a platform for marketers,
technologists, designers and leaders to discuss and gain a deeper understanding of cross-channel
customer experience design, develop empathy for customer needs and learn how to create
products and services that deliver "wow" experiences for customers.
When we check into a hotel. When we shop on-line. When we buy a pair of shoes. When we get on
a flight. These are experiences by which we measure brands every day. However, most companies
are without the tools to purposefully design those experiences for maximum value. That’s where
CXP Design comes in.
Day in, day out, we live, sleep, eat, breathe and unravel the riddle that is human experience, leading
to more loyal and committed customers for our clients.
www.cxpdesign.com
www.facebook.com/cxpdesign
www.twitter.com/cxpdesign
http://in.linkedin.com/groups/CXP-Design-Creating-Customer-Wow-4726523
Rupa is an Associate Director at Happiest Minds Technologies (www.happiestminds.com), a next-
generation IT Services & Solutions company at the forefront of Providing Advisory, Implementation and
Managed Services on Social computing, Mobility, Analytics, Business Intelligence, Cloud computing,
Security and Unified Communications. At Happiest Minds, Rupa is responsible for uncovering and
activating innovative digital and social engagement strategies for its clients, spearheading the
development of frameworks and solutions for different industry verticals and enhancing the global go-to-
market strategy. She taps into her past work as both a design practitioner and marketer to help Happiest
Minds clients envision and define broad, end-to-end customer experiences.
© Rupa Shankar
www.cxpdesign.com