| | NOVEMBER 20208CIOReviewIN MY OPINIONMajor Challenges and Trends affecting the Digital Experience landscapeCOVID-19 is driving massive change in the adoption of technologies across our daily lives. Some of these changes/trends are here to stay. As Landry's adapts to the "new normal" , our leaders are responding to this fundamental paradigm shift by setting a vision for digital disruption that is giving birth to entirely new business models that transform the overall customer experience.The hospitality industry has been hit hard by the pandemic, but Landry's was ahead of the game. In 2019, my role was created to form and direct a digital engagement center of excellence that focuses on developing a customer centric digital strategy and roadmap to match our exceptional hospitality experience in our brick and mortar brands. In the words of Landry's CEO, Tilman Fertitta, "Hospitality matters, no matter the business," or, said another way in our current situation, no matter the business environment. Landry's got innovative and determined the right mix of technologiesto reimagine our experience through online portals and websites for delivery and take out services. Touchless payment methods and curbside services are offered by several of our dining brands. Our entertainment business offers virtual tours of the aquariums to keep younger audiences engaged.Landry's leverages strong partnerships with leading companies to create innovative solutions. For example, we partnered with an energy company to offer their customers discounted meals through a number of joint digital campaigns. Our leadership knew that many of loyal and potential new customers were out of work but still needed to put food on the table while looking for new jobs--and we embraced our responsibility as an essential industry. Through this partnership, we were able to access a huge database of customers and put together programs to serve those communities that needed help.By Nomah Zia, Director, Digital Engagement, Landry'sREEVALUATING DIGITAL EXPERIENCE: CONNECTING IN THE TIME OF THE PANDEMIC
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