WHAT ADVANCEMENTSTECHNOLOGICAL HAVE RECENTLY CHANGED HOW YOU DO BUSINESS

Victor Newsom: With new payments technology comes a change in actors, which is challenging the regulatory bar set for who can come into the space. It’s creating confusion as to who owns the guest experience and how we coordinate that to have the best loyalty and engagement. AI, facial recognition, biometrics, new uses of blockchain (not just for payments but for things that are like NFTs, real-world ownership or access controls) all have tremendous amount of promise for customer experiences, employee efficiency, and require advanced training to in more efficiently.

John Skorick: Craftly.ai has been a useful tool for content and advertising. But I still think the prevalence of video calls that came out of the pandemic have been incredibly important for our business. Our business is about relationships and trust. It’s important to be able to see each other, make eye contact and establish a trusting relationship. Not tech, but I’m very glad travel has opened back up for this reason, too.