Resilient Tourism Podcast Series - Accelerating the Digital and Data-Driven Transformation

In this episode, Dr. Jessika Weber explores how digital transformation is reshaping cultural tourism far beyond traditional travel experiences. From extended realities to new forms of engagement with heritage and public space, she discusses how technology can support more inclusive, sustainable, and meaningful destinations. A reflective conversation on moving from tourism as consumption to tourism...

In this episode, Matteo de Santis explores how digital transformation is redefining how guests discover and engage with hospitality brands. As AI reshapes search and reduces direct interactions, the conversation highlights why strong brand identity, high‑quality data, and coherent storytelling are becoming key to visibility and performance. A strategic perspective on moving beyond clicks and focus...

In this episode, Dimitris Serifis challenges some of the biggest assumptions around technology in hospitality. Drawing on years of experience in digital strategy, he explains why the real issue isn’t a lack of tools, but fragmented systems, inconsistent data, and a broken customer journey. From direct bookings to hyper‑personalisation, the conversation highlights why hospitality must first fix its...

In this episode, Dominic Millioud discusses why embracing AI is no longer optional in hospitality - but also why it won’t be the real differentiator. Drawing from his experience scaling platforms, leading complex operations, and building hospitality concepts, Dominic explains how data and automation can unlock efficiency, while human connection, empathy, and leadership remain what truly sets brand...

In this episode, Karthik Muralidharan explores why the real challenge in hospitality isn’t access to AI - but knowing how to use it. Drawing from his work with HotellerieSuisse, he highlights the gap between experimentation and real adoption, and explains how professionals can turn AI from a simple information tool into a powerful learning and capability‑building system. A practical conversation a...

In this episode, John Fotis explores why digital technology in travel has entered a new phase, where it is no longer a competitive advantage, but core infrastructure. Drawing on decades of experience in hospitality marketing and travel technology, he discusses the rise of seamless, continuous journeys, the growing role of AI as a co‑pilot for decision‑making, and why the true differentiator moving...

What if AI wasn’t something we had to adapt to—but something we could take back control of? In this episode, Anne-Sofie Engelschiøn challenges the dominant narrative of AI as a centralized, efficiency-driven force. Instead, she explores a different future—one where individuals and communities own their tools, shape their data, and co-create meaningful experiences. From decentralized AI infrastruct...

What should hotels automate, and what should they deliberately protect? In this episode, Florian Montag explores hospitality as a design challenge rather than a technology race. From experience-led business models to the balance between operations and human connection, the conversation looks at how hotels can evolve intentionally, stay authentic, and create meaningful experiences in a world of con...

As AI makes knowledge instantly available, what becomes the real value of hospitality professionals? In this episode, Dr. Alessandro Inversini speaks with Veronique Van der Roer about agentic AI systems, ethics, and governance in hospitality. The conversation explores why human judgment must remain in the loop, how education needs to evolve, and where innovation should draw its boundaries in an AI...

What does it really mean to future‑proof hospitality in the age of AI? In this episode, Asif Alidina, Founder & CEO of Inntelo AI, shares a grounded, human‑first perspective on how hospitality businesses can adopt AI without losing their soul. From automation and hyper‑personalisation to workforce skills and ethical AI, the conversation explores how to intentionally design the balance between...

In this episode, Maggie Chen speaks with Vinícius Alkmim, Managing Director of Europe’s Famous Hostels Association, about how AI is reshaping hospitality from the outside in. They explore how AI search agents and platforms are changing visibility and distribution, why technology amplifies brand identity rather than fixes it, and how hostels and hotels are becoming destinations and community spaces...

In this episode, Dr. Maggie Chen speaks with Dr. Alexander Lennart Schmidt about what technological innovation really means for hospitality. Drawing on applied research in robotics, extended reality, and artificial intelligence, the conversation explores future scenarios for the industry, shifting power dynamics around data and distribution, and the limits of hyper‑personalization. Together, they...

In this episode, Maggie Chen and Simone Puorto explore what the future of tourism and hospitality could and should look like in an AI‑driven world. From AI as the new user interface to redefining human touch as responsibility and choice, the conversation challenges common myths around hyper‑personalization, automation, and technology adoption, while highlighting why humans may ultimately become th...

Join us for the season finale as we take you behind the scenes of the third Flagship Annual Conference, organized on June 3 in Chur, Grisons. Hear from leading voices in Swiss tourism as they share insights on digitalization, the balance between high tech and high touch, and how AI is shaping the industry. Discover how collaboration, innovation, and the human touch are redefining the future of tou...

In this episode, Alessandro Inversini speaks with Luca Pronzati, Chief Digital and Technology Officer at MSC Cruises, about how technology is enhancing—not replacing—the human touch in cruises. From smart ships to AI-driven experiences, they explore how digital innovation can elevate service while preserving the emotional core of guest interactions, allowing crew members and customers to focus mor...

In this episode, Maggie Chen welcomes Davy Jansegers, Head of Business Development at Lausanne Tourism. With a career that began at the hotel reception desk and led to national and international recognition in hospitality, Davy brings a rare blend of operational insight and strategic foresight From the rise of AI and virtual influencers to the irreplaceable value of human touch, Davy shares how La...

In this episode , we sit down with Carlo Fontana, General Manager of Hotel Lugano Dante, for a rich conversation on the evolving role of technology in hospitality. With over three decades of experience, Carlo shares how he’s witnessed and leveraged the digital transformation of the industry, from the first PMS installations to AI-assisted guest communication. But for Carlo, technology is never the...

Join us for a thoughtful conversation with Damaris Papoutsakis, Head of Guest Management and Protocol at UEFA, as she reflects on the evolving role of technology in service delivery. In this episode, Damaris shares how technology should be a backstage enabler—streamlining operations and freeing up time—so that people can focus on what truly matters: human connection. She emphasizes that “technolog...

Join Prof. Maggie Chen as she speaks with Professor Reza Etemad-Sajadi from EHL Hospitality Business School about the future of customer interaction in a high tech-driven world. They explore the critical role of empathy, emotional engagement, and experience co-creation in shaping memorable customer experiences. Discover how businesses can strike the perfect balance between high-tech solutions and...

Join us for an insightful conversation with John Leglise, CEO of Sandoz Foundation Hotels, as he explores the delicate balance between technology and human interaction in the hospitality industry. In this episode, John shares his vision on how "the interaction gives the soul, the technology gives the efficiency," emphasizing the importance of future leaders being both technically fluent and emotio...

We are thrilled to welcome Claudia Beaufort, Chief Commercial Officer of Zermatt Hospitality Group, which oversees nine accommodations and 20 dining establishments, including the prestigious five-star Grand Hotel Zermatterhof. With a wealth of experience in the hospitality industry, Claudia shares her insights on how digital technology is reshaping operations and enhancing guest experiences. She e...

In this episode, we're excited to host Toan Ly, Executive Assistant Manager Commercial at Six Senses Crans-Montana. With over a decade of international experience in luxury hospitality, Toan explains how technologies like AI-driven personalization, biometric security, and immersive virtual reality are transforming guest experiences. However, he emphasizes that the core of luxury hospitality lies i...

Today, Maggie Chen interviews Christoph Maximilian Schlatter, Delegate of the Board of the Laudinella Hotel Group, which manages four renowned hotels in St. Moritz. In this insightful conversation, Christoph shares his perspective on the future of hospitality, emphasizing the evolving role of technology and human touch. He discusses how digital solutions and automation are transforming operations...

Today, Francis Reichenbach, General Manager at Le Mirabeau in Zermatt, a 4-star family-owned resort & spa hotel, shares his extensive experience and hands-on approach in integrating tech tools into the hospitality industry. As a true hotelier, Francis discusses how concrete tech solutions play a crucial role in enhancing the guest experience, yet emphasizes that it should always complement the...

In this interview, Professor Hannes Werthner, a pioneer in e-tourism and the founder of the Digital Humanism initiative, reflects on the evolution of technology in the tourism industry. He and Prof. Maggie Chen discuss the role of high-tech innovations, such as artificial intelligence and connected devices, and their impact on travel. Professor Werthner emphasizes the need to balance technological...