Enhancing the competitiveness of Da Nang tourism.

Delegates attending the seminar. Photo: DAC MANH

Many ideas for developing Da Nang tourism were considered at the seminar "Customer Experience - A Competitive Advantage for Da Nang Tourism" held on the morning of May 27th.

Repositioning the experiential architecture

According to Deputy Director of the Department of Culture, Sports and Tourism Nguyen Thi Hoai An, the city's tourism industry has achieved many positive results in recent times. The tourism environment is becoming increasingly civilized and safe; the accommodation system has been invested in comprehensively; and digital transformation has been strengthened. Simultaneously, the city has organized and will organize large-scale events such as: the Da Nang Food Tour 2026, the Asian Film Festival, the Enjoy Da Nang Festival, the VnExpress Marathon 2026, and the Da Nang International Fireworks Festival (DIFF) 2026.

Despite achieving positive results, the demands of the global tourism market are becoming increasingly stringent. While in the past, natural resources or affordability were the main competitive advantages, in the current context, the quality of the experience is the core factor determining whether tourists want to return.

Deputy Director of the Department of Culture, Sports and Tourism Nguyen Thi Hoai An delivered the opening remarks at the seminar. Photo: DAC MANH

At the seminar, experts unanimously agreed that the behavior and needs of tourists are changing rapidly. Today's tourists are not simply looking for a place to relax, but want to experience the depth of local culture, enjoy personalized services, and create lasting memories.

According to expert Nguyen Duong, founder of VPERIA Company, tourism businesses need to put themselves in the customer's shoes to design products. To build sustainable appeal, destinations need clear positioning and the development of an "experience architecture" that closely aligns with that positioning. Every step of a tourist's journey, from searching for information and booking services to the end of the trip – known as "touchpoints" – needs meticulous attention. "What makes tourists decide to return is not just the beautiful scenery, but the feeling of being respected and deeply understood," Mr. Duong shared.

The power of technology and people.

Sharing his views on market changes, Mr. Nguyen Duc Quynh, Chairman of the Da Nang Hotel Association, noted that the explosion of digital media is changing all tourism behavior. Currently, up to 72% of tourists search for hotels via their phones. TikTok has surpassed Google to become the most popular search engine among Gen Z. Furthermore, up to 92% of consumers place their trust in customer-generated content rather than branded advertising.

The Da Nang Food Tour 2026, recently held at the East Sea Park, made a strong impression and attracted a large number of tourists. Photo: DAC MANH

The way customers search for, book, and recount their journeys has completely changed. If businesses don't innovate in time, they will certainly fall behind. To enhance the customer experience, the Da Nang Hotel Association proposes boosting digital marketing and improving online service quality. In the future, the hotel industry will implement the use of virtual assistants, personalize experiences through AI data analysis, and package cultural experiences into premium products.

While emphasizing the role of technology, Mr. Quynh affirmed that the human element always remains central. Technology cannot replace the radiant smiles of reception staff or the warm greetings of local people. The representative from the Department of Culture, Sports and Tourism pledged to continue expanding training in communication skills and civilized behavior, building Da Nang into a safe and professional destination.

Source: https://baodanang.vn/tang-suc-canh-tranh-cho-du-lich-da-nang-3338360.html