Maybe someday “robots will help us tell people what the weather looks like,” says Nicolle Scavuzzo, Vice President of Global Guest Recognition & Insight for Four Seasons hotels and resorts. But for Scavuzzo and the luxury hotel company, gadgets aren’t the point. More important, she says, is developing technology that can create seamless, personalized experiences for her guests. And one way Four Seasons does this is by fine-tuning its CRM (Customer Relationship Management) database so that employees can get a clearer—and timelier—understanding their customers’ needs. Here, Scavuzzo talks with Michael Altman, an instructor for Georgetown’s graduate program in Global Hospitality Leadership, about how technology is transforming the high-end hospitality sector.
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