World Panel
Viewpoint10 February 2020

What Matters More for Customer Experience: People or Technology?

Human Touch in Hospitality

— 5 experts shared their view

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This viewpoint was created by
Robert Reitknecht, Hospitality Leader and Guest Experience Expert
Robert Reitknecht
Hospitality Leader and Guest Experience Expert

For the last decade or so, there's been a huge debate between man vs. machine in business. The way I see it, it's man and machine. When approached correctly, the two go hand-in-hand. Artificial intelligence (i.e. robotic process automation, machine learning) can perform tasks faster than any human can, yet people have the ability to express emotion in a way that technology simply can't. Technology helps serve customers more efficiently, but the human touch is still needed for delivering meaningful experiences that matter.  

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