This week, we’re asking a big question: Can technology in hospitality make the experience feel more human — not less? Across the industry, we’re seeing tools that go beyond efficiency. ➡️ Emotion-sensing AI at the front desk ➡️ Loyalty platforms that predict guest needs ➡️ Independent hotels using AI chat to serve better, not just faster But it’s not just about automation — it’s about intentionality. How do we keep empathy at the center as we scale service? In this edition of Push The Button, I dive into: Marriott’s use of predictive loyalty to anticipate, not just react IHG experimenting with emotion analytics during check-in Small, independent properties using AI to deliver thoughtful moments without losing personality And what it really means to design tech around people, not processes