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 Globally Informative Library  (Click title to read article)

Read here articles related to global trends, management issues, business and development, industry related issues, world's events, reviews and more.

The Future of CX: AI First, Not AI Only
'47% of consumers said that even with their preference for the phone, they still want the digital option
The Customer Service Department Isn’t Broken – The System Is
I’ve been monitoring my customer service experiences with the brands I do business with a little more closely than usual
Travel Trends 2026: From Multi‑Modal Planning and Pop Culture Pilgrimages
From multi‑modal planning and pop culture pilgrimages to pet‑first escapes and hyper‑personalized stays, the future of travel starts here
Ten Luxury Trends for the 2026 Luxury Renaissance
Now firmly in the back half of the 2020s, one megatrend that we’re all aware of is how the experience economy has caused a mushrooming of luxury hospitality
Asset Managers: This Is Why Your Hotel Sales Teams Don’t Close More Deals Despite Your Extensive Investments
You have approved every request for new sales automation systems, because salespeople report being overwhelmed with inbound leads
The Great Stagnation: How We Built Systems That Kill Execution
The modern organization is a masterpiece of illusion: On the surface, everything looks professional, we are more structured, more process-driven, and more 'supported' than at any time in history
Customer Experience Without Conditions
Last year, I wrote an article on a 'rule' in customer service that I called the Reality Rule: Treat customers well, regardless of how they treat you
The 11 Travel and Hospitality Trends That Will Shape 2026
In 2026 the fight for bookings will be fiercer than ever: Travel and hospitality businesses must now win over a more discerning, AI-armed traveler, while contending with an unstable global economy
Hotel AI Deployment Planning from the Framework of a Switchboard Operator
It seems every day there’s another announcement surrounding some preternatural feat that artificial intelligence (AI) has accomplished
Google Changing How We Book Everything from Hotel Rooms to Tours to Flights
Google and a group of major retailers launched a new tool (Universal Commerce Protocol), the takeaway is shopping will no longer depend on clicking through a website
2026: A Year To Stand Out, Stay Open and Fight One Battle After Another
While everyone was traipsing round the world during the holiday season, I stayed home and watched the world go by, in posts, reels, streams and stories; When did the world become such a stage where everyone is an actor in their own movie?
New Year’s Resolutions: Stop Doing These in 2026
Happy New Year! This is the season when many people (and companies) take time to reset and prepare to kick off the new year
The New Economics of Hospitality: ESG, AI, And Value Creation in The MEA Region
The Middle East and Africa remain among the most dynamic frontiers for hospitality investment, three trends stand out
Member Clubs Are the Next Luxury Revenue Engine for Hotels
Luxury travel is evolving and membership clubs - once the domain of elite city venues - are now reshaping hospitality
Six Forces Reshaping Commercial Real Estate in 2026
Following a challenging year, the outlook for 2026 is more positive: Improving market fundamentals, including positive economic growth across most major markets, easing trade concerns, moderating inflation and lower interest rates will cont...
De-Googlize Your Company
What company doesn’t want to rank high in Google searches? When a customer is looking for whatever you sell, wouldn’t you want to be ranked at the top of the first page?
AI’s Ridiculous Response to a Ridiculous Question
As I write this article, I’m at the CX Malaysia conference, where I was the opening speaker, watching Dr Shreekant Vijaykar of COPC Inc, one of the other speakers, talk about AI and how you can’t always trust its responses
Hotel Advantages in a Market Disrupted by Cruises and Short-Term Rentals
The hospitality industry has seen significant transformations over the past two decades, largely due to the rise of cruise tourism and short-term rental platforms such as Airbnb and Vrbo
How a Feasibility Study Can Create Incremental Profits for Your Hotel or Resort
In today’s evolving hospitality environment, hotel leaders must navigate increasing competition, rising operating costs, and ever-changing guest expectations
Are Hoteliers Going to Delegate Management of Customer Reviews to AI?
With everything now touched, created, managed by AI, is hospitality prepared to delegate customer reviews to AI?
An 'Above and Beyond' Strategy Doesn’t Work
This is a story about a disagreement I had with a client, I should mention, this was a friendly disagreement and his idea of an amazing experience was to go above and beyond, always exceeding the customer’s expectations
From Prediction to Reality: What Travel Leaders Got Right (and Wrong) About 2025
At the end of 2024, dozens of industry leaders contributed to WiT’s three-part Year in Review series – offering predictions, provocations, and warnings about what 2025 might hold
Hotel Development Guide
Over the past decades of project practice, we have closely accompanied numerous hotel owners and investors throughout their development journeys
Japan Inc. Is Calcifying, And That Creates the Country’s Biggest Opportunity in Decades
When roughly sixty percent of respondents say Japan should not increase the acceptance of foreign workers, what we are seeing is not a spike in sentiment but a signal from the architecture of Japan Inc itself
Sleep’s First Night Effect and Hotel Room Assignments
Sleep tourism is a very real trend and working closely with hotel owners and executives to help ideate and set up sleep programs at hotels
2026 Luxury Travel Trends You Should Know
From silent retreats to regenerative escapes, luxury travelers are redefining what it means to travel well
Hotel Guests Have Never Been More (Dis)Loyal, But Some Brands Get It
Attending the Hospitality Investment Forum (IHIF) in New York, one common remark amongst keynotes and panelists was to point to the huge growth of loyalty program membership numbers for the big chains as being synonymous with the growth of ...
Hospitality Meets High-Tech: How to Hire the Perfect Hotel Robot
Hotels are buzzing with a new kind of employee—one that doesn’t need breaks, never calls in sick, and is redefining guest services: robots
The New Lines of Luxury
Luxury is more than any product or service itself, it is a standard of experience, download a new global study to learn the behaviors and preferences of Ultra-High-Net-Worth Individuals
After Decades in Luxury Travel, I Have Observed a Clear Divergence in Cruising
The mega-ships offer spectacle, but for true connoisseurs, the future is intimate, ultra-luxury voyages on smaller vessels / superyachts
The Rise and Collapse of Sonder And the Lesson Every Hospitality Founder Needs to Learn
When Sonder finally filed for liquidation, I found myself going down a rabbit hole and not because I wanted to watch a company fail, but because I couldn’t ignore the similarities between what they were trying to build and the industr...
The Secret to a Hotel Story that Sells
Travel is a storytelling industry, and independent hotels have the potential to turn their stories into unique experiences that guests aspire to live (and book)
The Hotelier's Eye
Picture the scene: The owner, the architect and the design team wait in the lobby, they are giddy with excitement
Sleep’s First Night Effect and Hotel Room Assignments
Sleep tourism is a very real trend and while working closely with hotel owners and executives to help ideate and set up sleep programs at hotels
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