Merging AI with Hospitality: Why Human-Centered Tech is the Future of Customer Experience
I’ve always had a hospitality mindset. Whether it was walking the floors of Firmspace, helping someone get unstuck in a nonprofit setting, or solving a last-minute request for a member—my instinct has always been to serve. I’m hardwired to anticipate needs, create comfort, and make people feel like they belong.
Lately, I’ve been thinking a lot about what happens when that hospitality instinct meets AI.
Let me be clear: I’m not here to automate away the human touch. Quite the opposite. I believe AI should enhance our ability to be present, consistent, and proactive—not replace it. In many ways, the best AI tools act like great support staff: quiet, reliable, and always one step ahead.
Tech That Feels Like a Concierge
Think about a great hotel concierge. They don’t just hand you a map—they ask questions, read between the lines, and offer tailored suggestions. That’s the future of AI in hospitality. From the coworking world to customer service desks, we now have tools that can:
Anticipate needs by analyzing usage trends and preferences
Automate repetitive tasks so staff can focus on high-touch moments
Respond consistently and quickly across channels, 24/7
Create memory by logging preferences, feedback, and prior interactions
The magic happens when this tech disappears into the background and simply allows your people to show up better.
From Warm Smiles to Smart Systems
When I walk through our physical spaces or oversee Firmspace operations, I’m often thinking, “How do we scale this experience without diluting it?” That’s where AI shines—not by making us colder, but by helping us keep the warmth on time, every time.
Want to make sure a customer gets a welcome message on day one?
AI can do that.
Want to trigger a personalized follow-up after a support ticket closes?
AI can handle that too.
Want to detect if someone’s usage patterns signal dissatisfaction before they churn?
Yep—AI can help you read that room too.
Why Human Judgment Still Wins
The secret sauce is still empathy. AI can queue the message, but it can’t match the tone of a handwritten note. It can highlight issues, but it’s your staff who’ll step in and fix it with heart. I’ve learned to view AI not as a silver bullet, but as a hospitality amplifier.
Used correctly, it enables us to do what we do best: serve better, connect deeper, and create unforgettable experiences.
Looking Ahead
We’re entering a new era where being tech-forward and people-first are not mutually exclusive. In fact, they’re inseparable. I’m building companies and advising teams that embrace that duality. The best brands in the world will be those who blend artificial intelligence with emotional intelligence—and deliver at scale without losing soul.
Hospitality isn’t dead. It’s evolving.
And I, for one, am here for it.
