We live in a world where boundaries between technology and humans are becoming blurred, hospitality industry being no exception. Concierge robots may welcome you at hotels, bars or restaurants; automated chatbots may answer your questions about local attractions or help you book a table.
Such interactions are defined by algorithms, a set of rules or processes executed by a machine. They leave no room for human emotions, spontaneity or a sense of belonging that are the results of the best hospitality experiences. Our speaker Monique Morrow argues that robots and chatbots do not define hospitality, humans do. She invites us to rethink the role of humans in hospitality and create the future we can get excited about. Monique holds several industry advisory positions and has been recognised by numerous awards, including Switzerland’s Top 100 Digital Shapers 2018. This talk was given at a TEDx event using the TED conference format but independently organized by a local community. Learn more at https://www.ted.com/tedx