Report

Optimising brand reputation in hospitality

Why AI, the economy and reviews are reshaping guest engagement - and what brands need to do to respond

Report
Optimising brand reputation in hospitality

Why AI, the economy and reviews are reshaping guest engagement - and what brands need to do to respond


AI is no longer a future trend—it’s already reshaping how guests discover, engage with, and review hospitality venues. With one in four consumers now using AI tools like ChatGPT to find places to eat and drink, and over half willing to leave reviews when prompted by AI, the digital landscape is shifting fast. This new report from CGA by NIQ and Reputation reveals how brands can stay visible, relevant and trusted in this new era.


This exclusive report explores how hospitality businesses can optimise for AI, segment their offer to meet diverse spending habits, and prepare for a cautious but promising bounceback in consumer confidence. It also highlights the importance of staying responsive, and getting the basics right—because reputation is built on consistency.

The stakes are high. Consumers expect rapid responses, seamless online experiences, and personalised interactions. They’re also more demanding than ever, with rising costs pushing expectations around quality, service and hygiene to new levels.

If you’re ready to future-proof your brand and turn digital disruption into opportunity, this report is essential reading.

Get instant access to the full report and start building a stronger reputation today.

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