Editorial Board

Mr. Baker

David Baker

Vice President of Sales & Business Development, Servion North America

David Baker serves as the Vice President of Sales and Business Development for Servion North America. He brings with him over 16 years of experience in selling contact center solutions primarily focused around IVR, CTI, and Speech Recognition. He is an experienced sales executive who is focused on driving profitable revenue growth and increased market share for Servion in North America. Mr. Baker brings a hands-on, action-oriented sales approach to Servion. He has a keen ability to build and lead effective and motivated sales teams that produce consistent revenue growth. While Vice President of Sales at Envox, Mr. Baker was instrumental in taking the company to profitability after having sustained large losses in previous years. This turnaround was a key contributor to the successful sale of the company in 2009 to Syntellect. Since joining Servion in August 2010, Mr. Baker has produced record sales for the North America Enterprise Business Unit. He was recently awarded the Leadership Excellence Award in 2011 for his strong leadership and outstanding contributions to Servion. He has also been featured in industry articles pertaining to the latest trends and solutions in contact centers. Mr. Baker holds a Bachelor of Science degree in Business from Bridgewater State University. Servion excels in delivering CIM solutions and applications for contact centers, enhancing customer interactions via the phone, email, chat, and social media. For more information visit www.servion.com

Mr. Baker can be contacted at 508-634-6787 or david.baker@servion.com

Coming up in January 2018...

Mobile Technology: Relentless Innovation

Technology has become a crucial component in attracting and retaining hotel guests, and the need to enhance a guest’s technology experience is driving a relentless pace of innovation. To meet and exceed guest expectations, 54% of hotels will spend more on technology in 2018, and mobile solutions in particular will top the list of capital investments. Many hotels are integrating mobile booking, mobile keys, mobile payments and mobile check-in into their operations. Other hotels are emphasizing the in-room experience, boosting bandwidth and upgrading flat screen TVs to more easily interface with guest mobile devices. And though not yet mainstream, there are many exciting technology developments on the near horizon. The Internet of Things (loT) is taking form in some places, and can be found in guest room control systems, voice activation systems, and in wearable sensors that can be used for access and payment options. Virtual reality headsets are available at some hotels so guests can enjoy virtual trips to exotic locations or if off-property, preview conference facilities and guest rooms. How long will it be before a hotel employs a fleet of robots for room service, or utilizes a hologram as a concierge, or installs gesture-controlled walls that feature interactive digital displays? Some hotels are already using augmented reality for translation services, or interactive wall maps, or even virtual décor. This pace of innovation is challenging property owners and brands to stay on top of the latest technology trends while still addressing current projects. The January Hotel Business Review will explore what some hotels are doing to maximize their opportunities in the mobile technology space.