Redefining Guest Engagement for the Digital Age
Biz Tech Outlook sat down with the leadership team at OKKAMI to discuss the company’s mission, evolution, and role in redefining hospitality technology for the digital age.
Can you briefly describe OKKAMI’s mission and how it differentiates itself in the hospitality technology space?
At OKKAMI, our mission is to bridge the gap between guests and hospitality providers through a unified digital ecosystem that transforms the travel journey. We focus on enhancing every stage of the guest experience from pre-arrival and check-in to in-stay services and post-departure engagement while enabling hotels to deliver personalized, efficient, and memorable service. What truly differentiates OKKAMI is its adaptability and seamless integration capabilities. Unlike rigid, one-size-fits-all solutions, our platform is designed to connect with hundreds of existing hospitality systems such as PMS, POS, and CRM tools, ensuring properties can adopt digital innovations without disrupting their current operations. By consolidating all guest interactions into a single branded interface, we simplify communication, streamline service requests, enable in-room controls, manage payments, and support loyalty initiatives. This comprehensive yet flexible approach allows hoteliers to reduce operational complexity while elevating the guest experience. At its core, OKKAMI empowers properties to remain competitive by offering smart, scalable, and future-ready hospitality technology.
How has your digital guest engagement strategy evolved since OKKAMI’s founding in 2016?
Since our founding in 2016, OKKAMI’s digital guest engagement strategy has grown from simple communication facilitation into a holistic guest experience platform. In the early years, our focus was on connecting guests and staff through popular messaging channels such as WhatsApp, LINE, and Facebook Messenger. This bridged a critical gap in hospitality, but we quickly recognized that true engagement extends far beyond messaging. Over time, our strategy expanded to encompass the entire guest journey, including pre-arrival check-in, in-room IoT controls, mobile dining orders, real-time offers, and loyalty program integration. Today, we go beyond enabling conversations to delivering personalized, seamless, and proactive guest experiences. A major milestone in our evolution has been the adoption of automation and AI-driven personalization, helping hotels reduce costs while still enhancing service. From automated upselling and feedback collection to streamlined service routing, we empower properties to generate more value while anticipating guest needs. This shift represents our progression from a reactive tool to a proactive, revenue-driving engagement partner.
What role does analytics or guest behavior data play in tailoring your platform’s in-room services or promotions?
At OKKAMI, analytics and guest behavior data play a central role in shaping how our platform delivers personalized in-room services and targeted promotions. We believe true personalization begins with understanding each guest’s habits, preferences, and patterns. Our system captures a wide range of data points from service requests and communication channels used to dining preferences, amenity usage, and in-room ordering behavior. With this intelligence, hotels can craft highly relevant experiences. For example, a guest who regularly books spa appointments can receive exclusive wellness offers before arrival, while another who prefers in-room dining may be offered tailored F&B packages during their stay. Beyond guest-facing personalization, analytics also support operational efficiency by highlighting peak request periods, identifying service bottlenecks, and informing better staff allocation. This transforms raw data into actionable strategies that not only increase revenue but also improve guest satisfaction. In today’s competitive market, data-driven engagement is no longer optional it is the foundation for creating memorable, loyalty-building hospitality experiences.
Which regions or markets have shown the most adoption and where are you seeing the greatest growth potential?
OKKAMI has seen its strongest adoption across Asia, particularly in Thailand and Japan, where mobile-first cultures and thriving hospitality sectors align seamlessly with our platform’s strengths. In these markets, the demand for digital-first guest engagement has made OKKAMI a natural fit, enabling hotels to enhance personalization while streamlining operations. We have also experienced significant traction in the Middle East, especially among luxury properties seeking innovative ways to elevate guest experiences. These hotels often require solutions that can integrate across multiple languages, diverse service standards, and complex property ecosystems areas where our platform excels. Looking ahead, North America and Europe present the greatest growth potential. While adoption in these regions has historically been slower due to legacy systems and fragmented technology adoption, we are now seeing a strong shift as hotels accelerate digital transformation. Independent brands and boutique chains, in particular, are seeking integrated platforms to compete effectively with global giants. Post-pandemic expectations for contactless and seamless engagement further position OKKAMI for global growth.
How do you approach localization, adaptations to language, preferences, payment methods in different global regions?
At OKKAMI, localization goes far beyond simple translation—it’s about creating experiences that align with cultural expectations and regional guest behaviors. Our platform is designed to support dozens of languages and integrate with the most widely used local communication tools. For instance, while European guests often prefer WhatsApp, Japanese travelers commonly use LINE, and we ensure both are seamlessly supported. Payment preferences are another key area of adaptation, with integrations ranging from regional mobile wallets to global credit card systems, so guests can transact in ways that feel natural and secure. We also collaborate closely with hotel teams to tailor offerings such as dining recommendations, wellness services, or check-in flows to suit cultural norms in each market. This flexibility ensures that properties can localize authentically while still benefiting from the scalability of a unified platform. By enabling hotels to deliver experiences that feel personal and familiar to each guest, OKKAMI ensures technology enhances, rather than standardizes, global hospitality.
For hoteliers looking to modernize, what advice do you offer when evaluating digital guest engagement partners?
For hoteliers looking to modernize, my advice is to evaluate digital guest engagement partners with a long-term, strategic lens rather than being swayed by surface-level features. The first priority should be integration and scalability. A platform must work seamlessly with existing systems like PMS, POS, and CRM, and have the flexibility to grow as guest expectations evolve. Without this, even the most advanced tools can become a burden instead of an asset. Equally important is adaptability. Hospitality is diverse, and a rigid, one-size-fits-all platform rarely meets the unique needs of different properties. Hoteliers should seek partners that can customize solutions while delivering proven reliability across markets and property types. Finally, consider the level of ongoing support and training offered. Technology adoption only succeeds when staff feel confident using it, and a true partner will provide guidance beyond initial setup. Ultimately, modernization is not about chasing trends but building a sustainable digital ecosystem that enhances service, drives revenue, and fosters lasting guest loyalty.
Looking forward, what leadership and team strengths will be most critical for OKKAMI’s continued growth?
As we continue scaling globally, the most critical strengths will be adaptability, cross-cultural understanding, and innovation. The hospitality industry evolves quickly, and we need leaders who can anticipate shifts in guest expectations and pivot our strategies accordingly. Our team must continue to blend technical expertise with customer-centric thinking, bridging the gap between cutting-edge technology and the human touch that defines hospitality. Collaboration is also vital, both internally and with our partners. No single company can transform hospitality in isolation, so building strong, transparent relationships will remain central to our success. Finally, resilience and vision are key. The pandemic showed us how fragile and yet how adaptable our industry is. Leaders who can navigate uncertainty, inspire teams, and stay focused on long-term goals will drive OKKAMI forward. With these strengths, I believe we can not only grow but redefine how technology supports hospitality worldwide.
“Seamless integrations, personalized experiences, global impact.”
“Empowering hoteliers to modernize, connect, and inspire loyalty.”
Company Name : OKKAMI
Website : https://okkami.com/
Management Team
Antony Goddard | Chief Operating Officer
