Checking in on AI at Hyatt Hotels, where human and artificial intelligence have a double room
Technology should enhance the human connection not replace critical thinking or judgment or human connectivity.
As a statement of the importance of human intelligence sitting alongside its artificial counterpart, that’s one that chimes pretty much with diginomica’s worldview.
It comes from Mark Hoplamazian, CEO of Hyatt Hotels. Talent becomes even more powerful when paired with the right technology, he believes:
We're not eliminating humans, we're simplifying and enhancing the colleague and owner experiences to give them more time to care for our guests and customers, and for our owners, to get what they need in optimizing the performance of their hotels. It's not about activity. We don't measure activity. We want impact. We want results. That's what our KPIs are. We're personalizing the guest experience at scale, driving deeper engagement and greater loyalty. And by the way, in segments and for guests where that matters a lot to their decisions...
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