In luxury hospitality, true excellence has never been about technology for its own sake. It's about elevating the guest experience-beyond what is visible, what is expected. Yet, as our industry accelerates towards digital transformation, a familiar challenge persists: fragmentation. Without clear direction and synergy between IT, Marketing, Digital, AI, and Innovation, technology too often becomes a barrier rather than a silent enabler. Are we at risk of letting screens and systems overshadow the magic of genuine human connection? Drawing on nearly four decades as a digital pioneer, a devoted guest, and a trusted advisor to the world's leading hotels, I invite you to rethink what it truly means to innovate. In this keynote, we'll explore how a bold, human-centric approach to AI, change management, and creative digital strategy can help both boutique properties and global brands deliver seamless, memorable stays-while genuinely inspiring and empowering staff. This is your invitation to look behind the curtain and ask: is your technology a silent butler making luxury feel effortless-or is it an obstacle, quietly getting in the way? The future belongs to those who merge efficiency with empathy, and vision with decisive action.
