5. Where do you experience the most friction with your core systems?
SYSTEMS ALIGNMENT AND FRICTION
Vendor limitations is the most common friction point for small (35%), medium (39%), and extra-large (57%) ski areas.
To gauge how well today’s tech stacks are performing, we asked two questions: one about core systems’ overall alignment with operational needs, and one about where resorts feel the most day-to-day friction with their core systems. Most respondents (56%) said their core systems align well or very well, but a large share (39%) described alignment as only adequate, while a small group (6%) said their systems align poorly or very poorly. Extra-large and large ski areas are the most confident, with 68% reporting that their systems align well or very well. Small- and medium-sized ski areas are less likely to rate alignment that highly, each essentially split between well/very well and adequate. When asked where friction shows up most, the top answers point outward to vendor ceilings and system-to-system connectivity, more than inward to pro- cess issues. (See chart 5, right.) Broken down by size, the main source of friction varies in a way that mirrors stack strategy. Large resorts over-index on integrations (50%), consistent with
40
DATA MANAGEMENT AND INTEGRATION
37%
Responses to a question about how ski areas approach data management sug- gest a landscape that is still in transition: 35% of respondents already have a uni- fied system for reporting and analytics across departments, 38% are developing one, and 25% don’t have a centralized data strategy. A small segment, 3%, said they outsource data management to a third party. Splitting the data by size shows that only 17% of small and 26% of medi- um-sized ski areas have a unified sys- tem for reporting and analytics across departments compared to 50% of large and 86% of extra-large ski areas. Where will future tech investments focus? Among the top three options cho- sen by respondents, two are more inter- nal—integration and data flow between departments (54%), and analytics and dashboards (42%)—with guest self-ser- vice/mobile experiences (52%) right between. (See chart 6, below.) » continued
30
24%
20
15%
14%
10
10%
0 VENDOR LIMITATIONS: 37% INTEGRATIONS: 24% INTERNAL PROCESSES: 15% STAFF TRAINING: 14% OTHER: 10%
more complex, best-of-breed environ- ments. Small resorts are relatively more likely to cite staff training (22%), rein- forcing the idea that bandwidth can be as constraining as the tools themselves.
6. Where should future technology investment focus?
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Percent of respondents who indicated each category should be a focus for future investment. Only top five selections shown. Multiple selections allowed, so totals do not sum to 100%.
54%
52%
50
42%
40
36%
36%
30
20
10
0
IMPROVING SYSTEM INTEGRATION AND DATA FLOW BETWEEN DEPARTMENTS
ENHANCING GUEST SELF-SERVICE AND MOBILE EXPERIENCES
ANALYTICS AND DASHBOARDS
STAFF EFFICIENCY, TRAINING, AND COMMUNICATION TOOLS
MOUNTAIN OPS TECHNOLOGY (SNOWMAKING/GROOMING/ LIFTS/PARKING)
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