The Perils and Promise of Unmanned Hospitality

From contactless check-in systems to fully autonomous bots and AI-powered customer experiences, the automation of retail and hospitality services is well underway and recent advancements in generative AI are putting this transformation in overdrive. While frictionless experiences have defined service design innovations in the recent years, this new wave of automation is sparking controversy on the role of “friction” and humans in general in providing satisfying experiences. Join the sparks & honey crew and a team of experts in a moderated discussion around the trends and signals shaping all these changes and the potential futures we can influence in the here and now.

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