ICT and the future of tourist management

Purpose - The purpose of this paper is to speculate how recent and emerging trends in information and communication technology (ICT) could change the way tourism businesses and organizations communicate with and manage their guests. Design/methodology/approach - This paper applies elements of futures and design thinking to analyze current tourism management practices and identify critical touchpoints that link tourist decisions to management strategies. Findings - Fictional travel stories were used to identify and analyze how technology might affect tourism through five touchpoints- choice, connection, co-creation, customization and compliance. These stories were analyzed to identify changing forces and suggest potential paradigm shifts that tourism managers need to consider. These included increasingly complex content, the importance of compatible connections, and the critical role of coordination and cooperation in future tourism systems. Originality/value - While there have been numerous discussions of how tourists and tourism businesses access and use technology, there is little evidence of scholars and practitioners applying formal futures thinking to ICT and tourism. This paper used design thinking and stories to predict and illustrate ways in which technology could be embedded into tourism experiences and services. It suggests that technology can, and probably will, fundamentally change the way in which we manage tourists and their experiences.