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This post indicates the importance of human connection and how #AI - properly validated, developed and used - can help enable more of that human connection, and ultimately, better more personalised service. The challenge, to which Diana Wu David alludes, is that tech is not widely used to augment the guest experience in hospitality. Hospitality is frequently referred to as a "laggard" industry when it comes to tech adoption, which - as a people industry - seems pretty crazy given how tech permeates every aspect of our lives. THE DISCONNECTION & OPPORTUNITY In an exchange of ideas with Diana, she used a simple example of the problem and opportunity: "Five years ago, I remember talking about how the kind of personalization that runs in the background of a company like Amazon could be a game changer for hospitality. For example, years ago my team at Financial Times sold content to hotels and airlines. I stayed at our clients across the world and only once at Conrad Hotel in Tokyo did a check in clerk say, “well, I imagine you will want the FT. Any other papers?” They had multiple options but made the bridge between their offerings and what might matter to me." SMALL THINGS MAKE A DIFFERENCE TO CUSTOMERS This is a perfect example of how small - and seemingly - simple touches can make a difference. Hotels are sat on a literal treasure trove of data, but it's often spread across multiple archaic systems. There is a general lack of understanding around what data is useful and what is 'garbage', but - either way - it's rarely used. HOW TO SUCCEED The hospitality companies that will succeed and level-up in this area will be those who take a holistic approach to validating their modern business challenges, and how this informs a complete redesign of their legacy systems architecture. Such a process will create a new & comprehensive data strategy that ties in perfectly with what they've validated and what product solutions needs to be adopted and/or developed to deliver best-in-class 21st century customer service in the sector. #hospitality #innovation #customerservice #data https://lnkd.in/eqZfrjqe
Futurist | Financial Times Faculty | Ranked Top 50 Global Thought Leader: Coaching & Future of Work | Author | Keynote & TEDx Speaker | Board Director
What will happen when AI takes our jobs? My first of many keynotes on AI was for Wharf Hotels in ChangSha courtesy Alka and Sandy about how hospitality staff, supported by data and tech, can broaden their idea of how to create transformative experiences for their guests. I ❤️ hotels and stay in a lot of them! Tech has done little to augment the guest experience. If a GM changes, preferences are dropped. If we book in w/my husband’s loyalty card, I am a ghost. I’d bet the hotel we’ve frequented for 3 generations and where I had high tea the day my daughter was born has no idea the special place it has in our family. It’s not #AI, it’s the PEOPLE who make your #customerexperience a winner. Yesterday I was reminded of this as looked for a place to spark creativity, different perspectives and give me renewed energy. What better place than W Hotels?! But a hotel is just four walls, even if they are painted hot pink. What really matters is: 🙏 Almira making me feel welcome at a beautiful table by the window and treating me with care as a single woman having cocktails with her art journal 🙏 Sebastian giving me his card when I asked for Almira’s name and inviting me warmly back by putting my phone # on their list for events (human + tech 🙌) 🙏 Kelven taking up the challenge of one new fun thing I can put on my calendar to continue to spark inspiration 🙌 Matthias Vogt for creating the systems and culture to make that a possibility They introduced themselves and connected as people in a way that no data or prompt can replace. Congrats all - you are #futureproof! 🏋️♂️ The stay was exactly what I needed to re-energize and recommit to helping my clients future proof their really big dreams. For those of you 🤔 how to get ready for #AI, how can you amplify the ability of your customers to shine in a uniquely human way? #futureofwork #humanvsAI #staycation #WHotels
Bilingual Lifestyle Manager & VA: Seamlessly Streamlining Operations - Tailored Support for UHNW individuals. Double Finalist Miss Jones Awards 2024
6moI also love this post from Diana Wu David! As someone who shares her passion for hotels and having dedicated most of my career to the industry, her insights really strike a chord with me. The combination of #AI and technology with human touch is indeed a winning formula. I've witnessed how AI-powered videos and brochures can breathe life into venues and properties, setting the stage for the personalised visit or service that we all seek. It's an exciting time for innovation in the hospitality sector Alan Newton