Innovation

💻 Despite widespread interest in AI, the h2c 2025 AI & Automation Study highlights that only 8% of organizations globally, and 4% in Europe, have a company-wide AI strategy. Additionally, 72% lack a dedicated budget for AI, and under 25% have the necessary centralized data structures. Automation, crucial for consistency and operational stability, is prioritized over AI deployment, with just 11% of organizations having autonomous AI agents, despite 40% planning to introduce them.

🏨 Hospitality industry explores AI for managing customer reviews. AI's role in reviews might affect hotel ratings and pricing. A decade-old study by ReviewPro and Cornell University highlighted a correlation between sentiment index and room rates. AI platforms like Revinate and TrustYou enhance online reputation management by analyzing feedback and generating insights. They offer automatic response systems and sentiment analysis, potentially transforming feedback into actionable marketing strategies.

💻 Twelve years after selling Fjord to Accenture, the author reflects on design's evolution over 30 years and its future with AI. Key insights include the importance of human-centric design, design's impact on profitability, and the role of design in navigating digital complexity. In 1993, "Convergence" marked a turning point for digital media. The 2000s emphasized cross-platform design, while the 2010s saw the rise and challenges of "Design Thinking." The future demands innovative design approaches to remain relevant.

💻 In 2025, a study by h2c shows only 8% of global hotel organizations have a company-wide AI strategy, dropping to 4% in Europe, with 72% lacking a dedicated AI budget. Despite 34% using AI assistants, only 11% have autonomous AI agents. Automation, not AI, is crucial for consistency and execution. Automation reduces manual work and stabilizes processes, enabling reliable AI implementation. RobosizeME specializes in AI-driven automation for hotels, ensuring efficient operations and data protection.

📊 Hospitality leaders, kick-start your 2023 strategic planning with TRAVHOTECH's five essential moves: re-validate roadmaps, maximize current tech assets, activate data, enhance employee experience, and ensure cybersecurity. Focus on aligning technology with business objectives, optimizing existing tools, and protecting data integrity. Prioritize actionable data and staff empowerment for enhanced guest experiences. Conduct security audits and maintain trust. Smart, strategic actions, not just hard work, will drive success this year.

💻 Monika Nerger, former Group Global Chief Information Officer at Mandarin Oriental Hotel Group, discusses AI in hospitality, drawing on her experience in digital transformation and the AI ecosystem in San Francisco. She introduces "calmxiety," the leader's tension between urgency and uncertainty, emphasizing trust, solid foundations, and clarity over hasty tool adoption. Despite AI advancements, she stresses that human service remains vital in hospitality.

🏨 Hilton and Marriott utilize AI for predictive and anticipatory hospitality, transforming guest experiences by predicting needs and enhancing personalization beyond traditional methods. AI-driven personalization shifts focus from demographics to behavior, with Marriott using AI for adaptive room controls. Wynn Las Vegas employs AI voice assistants, enhancing staff-guest interactions. AI also revolutionizes revenue management into behavioral science. Hotels like those using Winnow cut food waste by half. AI demands a philosophical shift in hospitality, redefining guest engagement and brand perception.

📖 Thought leadership development is essential in business culture. According to Jake Dunlap, CEO of Skaled Consulting, in 2023, thought leaders use past insights to shape future discussions. Key strategies include establishing niche expertise, creating high-quality content, and engaging audiences online through platforms like LinkedIn and Twitter. The Forbes Coaches Council outlines steps to becoming a thought leader, including leveraging multiple platforms, engaging audiences, and finding mentors. Thought leadership fosters innovation and competitive advantage, crucial for businesses and higher education institutions.

💻 Monika Nerger, former Group Global CIO at Mandarin Oriental, discusses leading a digital transformation prioritizing brand DNA over technology. Emphasizing data governance as foundational, the strategy involved cross-functional collaboration to reshape decision-making. The initiative navigated the challenges presented by the pandemic. The discussion highlights the overlooked elements of change leadership, trust, and cultural alignment.