clicks & mortar

Leading hospitality design firm mackaywong and Five Points Ventures have joined forces to launch Canada's first Guest Experience Innovation Lab known as clicks&mortar. This strategic partnership fuses 30 years of creating successful award-winning hospitality concepts with three decades of developing many of North America's most important digital innovations. clicks&mortar was formed in response to the current reality that many hospitality businesses' now find themselves operating in an era of bewildering uncertainty, intensifying competition and rapid technological change. We believe that the past 18 months has dramatically reshaped what a guest expects of a hospitality experience along with how their desires can be anticipated and accommodated. The specific goals and metrics of the Guest Experience Innovation Lab may vary by organization, but these are our three primary goals. How can a hospitality business learn and understand more about their guests, figure out how to engage them, and — at the same time — bring their staff members deeper into the fold? • Enhanced Guest Insight: Better predict individual guest behaviours across multiple channels.• Guest Engagement: Create uniquely customized guest experience in an era of rapidly increasing personalization.• Employee engagement: Develop greater involvement by employees in the processes of defining and reimagining different guest touch points.If you're trying to solve for these issues, which many modern hospitality companies are seemingly trying to do, then our Guest Experience Innovation Lab is probably a good bet for you.