Editorial Board   Guest Author

Ms. Verrill

Ashley Verrill

Market Analyst, Software Advice

Ashley Verrill is a Market Analyst at Software Advice, a website dedicated to providing detailed reviews, comparisons and research to help organizations choose the right software. As an analyst on the marketing team, she publishes researches, blogs and reviews on new and emerging software. She focuses primarily on CRM, contact management software, customer service software, help desk software, social media applications, business telephony and hotel management software. She regularly interviews top thought leaders in the space, including R “Ray” Wang, Denis Pombriant, Brent Leary, Esteban Kolsky, Brian Vellmure and Paul Greenberg. Additionally, Ms. Verrill serves as the Managing Editor for the Customer Service Investigator, a blog dedicated to research and reports on customer support and customer experience strategy. There, she manages a network of guest contributors, along with posting her own material. Ms. Verrill is also a regular contributor to CIO.com and GigaOM, including a recent feature on the future of social customer service technology. Her work has been cited in myriad top-tier publications including Forbes, The New York Times, Yahoo! News, Business Insider and Inc. She has been participated in several notable speaking engagements, including a presentation at Hewlett Packard's 2013 Social Support Summit in Orlando, Fla. Previous to her current position, Ms. Verrill worked for five years as a Web Editor and Reporter for the Upstart Business Journal, the Austin Business Journal and the North Bay Business Journal. Her beats at that time included entrepreneurship, healthcare, hospitality, insurance, employment and nonprofit. She also spent time in sales management and advertising with an Austin-based startup. Ms. Verrill graduated from the University of Texas with a bachelor's degree in journalism.

Ms. Verrill can be contacted at 512-582-2314 or ashleyverrill@softwareadvice.com

Coming up in January 2019...

Mobile Technology: The Future is Now

Mobile Technology continues to advance at a relentless pace and the hotel industry continues to adapt. Hotel guests have shown a strong preference for mobile self-service - from checking-in/out at a hotel kiosk, to ordering room service, making dinner reservations, booking spa treatments, and managing laundry/dry cleaning services. And they also enjoy the convenience of paying for these services with smart phone mobile payments. In addition, some hotels have adopted a “concierge in your pocket” concept. Through a proprietary hotel app, guests can access useful information such as local entertainment venues, tourist attractions, event calendars, and medical facilities and services. In-room entertainment continues to be a key factor, as guests insist on the capacity to plug in their own mobile devices to customize their entertainment choices. Mobile technology also allows for greater marketing opportunities. For example, many hotels have adopted the use of “push notifications” - sending promotions, discounts and special event messages to guests based on their property location, purchase history, profiles, etc. Near field communication (NFC) technology is also being utilized to support applications such as opening room doors, earning loyalty points, renting a bike, accessing a rental car, and more. Finally, some hotels have adopted more futuristic technology. Robots are in use that have the ability to move between floors to deliver room service requests for all kinds of items - food, beverages, towels, toothbrushes, chargers and snacks. And infrared scanners are being used by housekeeping staff that can detect body heat within a room, alerting staff that the room is occupied and they should come back at a later time. The January Hotel Business Review will report on what some hotels are doing to maximize their opportunities in this exciting mobile technology space.