The Great Commoditization. Or: Why Humans Just Got More Valuable.

About this episode

The episode discusses the increasing value of human interaction in hospitality amidst the rise of AI and automation.

30% of guest messages never get a response. Not because of bad tech. Because nobody is listening. Three days at Mews Unfold. Everyone talking AI, automation, agentic systems. And underneath all of it — the opposite story. "Change happens with people. Not to people." — Julie Linn Teigland, Global Vice Chair Alliance & Ecosystems, EY. If you are not in hospitality — stay with me. What 2,500 hotel leaders just learned about their industry is exactly what is about to happen in yours. What We Cover in This Episode- my three takeaways Why 30% of guest messages go unanswered — and what that reveals Gilad Berenstein (Virtuoso Board): "The Golden Era of Small and Medium Business" — why the old moats are breaking Bashar Wali : "What the fuck is a lifestyle hotel?" — and why the future is small, simple, and shazamable Matt Welle (CEO Mews): From administrators to memory-makers. Magical Hospitality = exceptional teams + tech that amplifies talent Amber Asher — former CEO Standard International, 400% growth, $355M sale to Hyatt, now on the Mews board. Her take: be closer to people again The bar scene with Amber, Anna Di Giuseppe (CEO Cuorifoglio), and Peggy — the moment that was worth the…

People in this episode

Host: Peggy Amelung

Topics covered

• hospitality
• AI
• automation
• customer experience
• business growth
• human value

Keywords

• customer obsession
• hospitality industry
• AI technology
• automation
• human interaction
• business transformation
• leadership

Mentioned in this episode

Organizations: EY, Virtuoso, Mews, Standard International, Hyatt

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