AI & Service Transformation Unforgettable Hospitality Experiences In this episode of the Social Hotelier podcast, host Sam-Erik Ruttmann interviews Johann Diaz, an expert in service transformation and customer experience. They discuss the importance of redefining strategies to meet evolving customer needs, the role of AI in enhancing service delivery, and the shift towards servitization in business models. Johann emphasizes the significance of understanding customer sentiment, the core principles of exceptional service, and the risks and opportunities associated with AI adoption. The conversation also explores future trends in AI, particularly the rise of agentic AI, and how organizations can prepare to remain competitive in a rapidly changing landscape.

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