Our founder and CEO, Jessica Gillingham, joined Simone Puorto on the Hospitality Net Podcast Series for an engaging discussion about her book, Tech-Enabled Hospitality: strategies to elevate guest experience and operational efficiency.
In this episode — Tech-Enabled Hospitality: Humanity, Innovation, and the Future Guest Experience — Jessica and Simone explore how technology is reshaping the hospitality landscape, not just as a tool for efficiency, but as a cultural and strategic transformation that places people and purpose at the center.
Drawing on insights from over thirty-eight leaders in hospitality and technology, Jessica shares how thoughtful innovation can enhance personalization, deepen trust, and strengthen the guest relationship. She explains that while automation and AI are driving operational change, the brands that will lead are those that use technology to amplify human connection, not replace it.
Together, they discuss:
- The shift from transactions to trust-based hospitality
- How thoughtful integration of technology can enhance personalization
- Why digital transformation is a leadership challenge, not just a technical one
- The growing convergence between hotels, rentals, and serviced apartments
- How operators can harness innovation to elevate every stage of the guest journey
As the boundaries between accommodation categories continue to blur, one thing is clear: technology and humanity must evolve together. The future belongs to brands that combine innovation with empathy — building experiences that are as connected as they are authentic.
🎥 Watch the full interview here, or listen below.
