Experience is a word that seems almost trite these days, even for those of us who are systematically advising our clients to develop it impactfully in their businesses, be it in sports or luxury. Hotels have been working on the experience factor forever, and it has never been more relevant than today. The Formula 1...Read More

AI seems to be the universal answer to all our problems and for the very first time, innovation might destroy jobs without creating new ones. That may well be the case, but as far as hospitality chatbots are concerned, they are not here to take your job, but rather, to extend your reach. There are...Read More

Instant messaging platforms such as WhatsApp, Facebook Messenger, and WeChat have more active users than social networks like Facebook or Instagram. Messaging has become your customers’ favourite way to access information. Mostly because it doesn’t require any effort on their side, plus it is both highly personalized and mobile friendly. The only scalable way to...Read More

Whether you’re enthusiastic or distrustful of chatbots, you can no longer ignore them as they have become the topic of choice for hotel conferences and articles. However, depending on the speaker, it is sometimes hard to differentiate reality from science fiction. After three years spent developing a hospitality bot called Zoe, I’d like to share...Read More