Lennert de Jong, president for hospitality at Planet, believes hospitality technology should be all about “hardwiring happiness.” Speaking at Berlin’s recent ITB event, de Jong said waiting in long queues, paperwork, poor Wi-Fi and other forms of friction were frustrating, and he believed tailored technology could help hotels offer a better level of customer service. De Jong cited Delta’s use of rebooking technology and KLM’s implementation of Bluetooth technology to help passengers get to their gates on time as two examples of the industry catering to customer needs. De Jong suggests the solution is to join already available technology, and to think in terms of goals rather than tasks. Investors at ITB also recognised the need for improved back-end technology within the sector.