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 accelerate 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 consigliere 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.
