The UK leisure industry is a dynamic and diverse sector that encompasses activities such as tourism, hospitality, fitness, entertainment, and recreation. In 2024, the industry continues to recover from the long-term impacts of the COVID-19 pandemic, leveraging renewed consumer demand for experiences and social activities. Key trends include the rise of experiential leisure, sustainable tourism, hybrid digital-physical offerings, and the integration of technology to enhance customer engagement.
However, this resurgence is tempered by several challenges that businesses must navigate to sustain growth and profitability.
Challenges Facing the UK Leisure Industry in 2024
1. Economic Pressures: The impact of the cost-of-living crisis on consumer’s leisure activities, combined with rising operational expenses, is forcing businesses to adapt or innovate to maintain margins.
2. Labour Shortages: The industry faces ongoing difficulties in attracting and retaining skilled workers, particularly in hospitality and tourism roles. The economic effects of Brexit exacerbate this challenge, prompting businesses to invest in automation and training.
3. Competition and Innovation: The rise of home-based entertainment options, such as streaming, gaming, and virtual reality compete directly with physical venues. Leisure providers must differentiate through hybrid models or offer compelling in-person experiences.
Where there are challenges, there are opportunities.
As the leisure industry tackles these hurdles, Automation and AI are proving to be transformative tools by enhancing customer experiences, streamlining internal processes, and equipping the industry to navigate economic pressures effectively.
Think about it: any technology that eliminates the mundane, repetitive aspects of a job is worth serious consideration. Imagine leisure teams fully focused on what they were hired to do—delivering exceptional, human-to-human customer experiences. Freed from the burden of stressful administrative tasks, they can greet guests with genuine smiles, engage in meaningful conversations, and create memorable interactions.
This freedom also allows time for upskilling and upselling, unlocking new revenue streams and improving service capabilities. With AI-driven insights from databases, teams can make informed decisions that drive growth and innovation.
This isn’t a distant dream, it’s the reality of humans and robots working side by side. Robots take on repetitive tasks, while humans bring their creativity, empathy, and expertise to the forefront. Together, they create a seamless partnership where humans get to be more human, and robots do the rest.
With opportunities comes the need for practical implementation. While the potential of Automation, AI, and Low-Code technologies is immense, their true value lies in real-world application. For the leisure industry, these tools can bridge the gap between operational efficiency and exceptional customer experiences. Below, we explore specific use cases demonstrating how these technologies can address the industry’s challenges and unlock new levels of performance and innovation.
Use Cases for the Leisure Industry
- Automated Scheduling and Payroll Automation
Automate staff scheduling by analysing peak business times, employee availability, and compliance requirements. Automation ensures rosters are optimised and updates staff in real time when changes occur. Payroll processes are streamlined by automating calculations for hours worked, overtime, and bonuses, ensuring accuracy and timely payments. - Membership and Loyalty Management
Manage customer memberships and loyalty programs with custom software apps. These apps can track points, offer personalised rewards, and send exclusive promotions, all while integrating seamlessly with existing CRM systems to enhance customer retention and engagement. - 24/7 Customer AI Support
Implement Conversational AI to handle guest queries around the clock. From providing information on amenities and pricing to assisting with bookings and troubleshooting issues, these agents enhance service availability and improve the overall guest experience by ensuring quick and consistent responses, in a language of their choice, at a time of their choosing. - AI Client Onboarding and Data Input
Use Conversational AI to streamline the onboarding of new clients by guiding them through necessary documentation and inputting data into backend systems. This reduces the administrative burden, ensures accuracy, and speeds up the onboarding process, enhancing overall efficiency.
Keeping clients engaged and committed to their fitness journey can be tough with so much competition and changing expectations, not to mention the numerous business challenges many in the industry are facing.
But bringing in new tech such as Automation and AI can change the game.
By automating tasks like scheduling, payroll, managing membership and introducing Conversational AI for customer support and even client onboarding, your staff can focus less on admin and more on building real connections with clients.
This makes customers happier and more engaged.
With the tech taking care of the boring stuff, members get a smooth, hassle-free experience, leaving them with more time to enjoy their fitness journey and personal time, which helps build long-term loyalty and keeps them coming back.
AI is delivering more leisure time.
