Mathias Coudert

💬 Who? Conversational Engineers. When? Emerging trend. Where? Hospitality industry. What? Shift from traditional loyalty programs to conversational engagement. How? By mapping conversation touchpoints and designing systems for personalized guest experiences. Why? To build genuine relationships and enriched guest profiles using agentic AI. Traditional loyalty programs rely on hope, while conversational approaches foster organic loyalty through meaningful, scalable dialogue. Small boutique hotels exemplify this approach, recognizing regulars through countless conversations, a strategy now scalable with AI.

📱United Airlines launched a new app amid skepticism as 85% of users access it only on flight days. By 2026, Ramp Economic Lab forecasts AI will automate significant customer service roles, particularly in hospitality. Sweetgreen's co-founder Nathaniel Ru departed after 19 years, following a $1 billion failed robot kitchen venture and brand issues in 2025. The future lies in evolving jobs to manage AI systems, reminiscent of how travel agents adapted in the internet era.

📱 58% of small businesses use generative AI, more than double from two years ago, leveraging it for finances and operations amid labor shortages. GLP-1 drugs like Ozempic reduce appetite for food and sex, impacting restaurant sales and customer engagement. Uber and others seek AI trainers, a lucrative emerging job market. Debate brews over iPads in restaurants: some view it as lazy parenting, preferring spaces for learning social norms, while others see it as a relief.

📱 58% of small businesses now use generative AI, a surge from two years ago, to manage operations and customer interactions amidst labor shortages. Independent hotels benefit from AI, but some restaurant-goers debate iPad usage to entertain children, arguing it's lazy parenting. Uber and McKinsey are hiring AI trainers due to data scarcity for proprietary models. GLP-1 weight loss drugs impact appetite for food and sex, affecting restaurant economics with smaller orders.

💻 In the hospitality industry, a shift is happening away from screen-dominated interactions. Carl Pei and Alex Katouzian highlight that tasks like check-ins and orders are still manually intensive, relying on digital interfaces. AI-powered solutions such as smart glasses and voice-enabled devices aim to streamline these processes, reducing screen time and enhancing human connection. Panos Panay emphasizes the power of not relying on phones, suggesting that less screen time could restore genuine connections in the industry.

📰 Amex's new Platinum card, a product of months of R&D, features a mirror finish, UV laser etching, and ink printing to enhance its physical appeal in a digital era. AI is reshaping luxury services by taking over repetitive tasks but can't replace the nuanced touch of human hospitality. Figure AI's Figure 03 robot, intended for hotel service, highlights a gap between technological possibilities and actual industry needs. Concierges remain irreplaceable due to their human touch and connections.

🏨 Marriott's new site, Marriott Bonvoy Outdoor, launches in 2025, reversing Airbnb's removal of categories. It focuses on outdoor activities, aligning with travel trends like wellness, nature, and sustainability. Current AI tools in hospitality struggle due to a lack of first-party data, hindering personalization and insights into guest behavior. In Portland, AI-generated restaurant recommendations fell short compared to human-curated suggestions, highlighting the need for data to realize AI's potential in travel and hospitality.