Why bridging the gap between current guest experience and their expectations holds the key to the travel industry’s success. We live in an era of digital Darwinism, where technology and society are evolving faster than most businesses can keep up. In every industry, customers are changing and as a result, disrupting markets and businesses in the process. They’re becoming more connected, informed, demanding, impatient, elusive and self-centered. As customer behaviours evolve, they disrupt markets and businesses that emphasise scaling and…