In this episode, Alessandro Inversini speaks with Luca Pronzati, Chief Digital and Technology Officer at MSC Cruises, about how technology is enhancing—not replacing—the human touch in cruises. From smart ships to AI-driven experiences, they explore how digital innovation can elevate service while preserving the emotional core of guest interactions, allowing crew members and customers to focus more on meaningful, personalized interactions. In Season 3, we dive into the theme of "High Tech for Hi...
Jul 14, 2025•28 min•Season 3Ep. 14
In this episode, Maggie Chen welcomes Davy Jansegers, Head of Business Development at Lausanne Tourism. With a career that began at the hotel reception desk and led to national and international recognition in hospitality, Davy brings a rare blend of operational insight and strategic foresight From the rise of AI and virtual influencers to the irreplaceable value of human touch, Davy shares how Lausanne is preparing SMEs for a tech-forward yet people-centered future. His reflections on digital t...
Jun 30, 2025•21 min•Season 3Ep. 13
In this episode , we sit down with Carlo Fontana, General Manager of Hotel Lugano Dante, for a rich conversation on the evolving role of technology in hospitality. With over three decades of experience, Carlo shares how he’s witnessed and leveraged the digital transformation of the industry, from the first PMS installations to AI-assisted guest communication. But for Carlo, technology is never the star of the show. "It’s the smile, the name remembered, the warm welcome that guests never forget.”...
Jun 23, 2025•35 min•Season 2Ep. 12
Join us for a thoughtful conversation with Damaris Papoutsakis, Head of Guest Management and Protocol at UEFA, as she reflects on the evolving role of technology in service delivery. In this episode, Damaris shares how technology should be a backstage enabler—streamlining operations and freeing up time—so that people can focus on what truly matters: human connection. She emphasizes that “technology must support the experience, not replace it,” and explains how UEFA is rethinking its systems to a...
Jun 16, 2025•24 min•Season 3Ep. 11
Join Prof. Maggie Chen as she speaks with Professor Reza Etemad-Sajadi from EHL Hospitality Business School about the future of customer interaction in a high tech-driven world. They explore the critical role of empathy, emotional engagement, and experience co-creation in shaping memorable customer experiences. Discover how businesses can strike the perfect balance between high-tech solutions and the human touch, and why creating emotional connections with guests remains central in today's world...
Jun 13, 2025•22 min•Season 3Ep. 9
Join us for an insightful conversation with John Leglise, CEO of Sandoz Foundation Hotels, as he explores the delicate balance between technology and human interaction in the hospitality industry. In this episode, John shares his vision on how "the interaction gives the soul, the technology gives the efficiency," emphasizing the importance of future leaders being both technically fluent and emotionally intelligent. Discover how Sandoz Foundation Hotels integrates high tech to enhance high touch,...
May 05, 2025•21 min•Season 3Ep. 10
We are thrilled to welcome Claudia Beaufort, Chief Commercial Officer of Zermatt Hospitality Group, which oversees nine accommodations and 20 dining establishments, including the prestigious five-star Grand Hotel Zermatterhof. With a wealth of experience in the hospitality industry, Claudia shares her insights on how digital technology is reshaping operations and enhancing guest experiences. She emphasizes the importance of balancing high tech and high touch for a true service quality. In Season...
Apr 14, 2025•34 min•Season 3Ep. 8
In this episode, we're excited to host Toan Ly, Executive Assistant Manager Commercial at Six Senses Crans-Montana. With over a decade of international experience in luxury hospitality, Toan explains how technologies like AI-driven personalization, biometric security, and immersive virtual reality are transforming guest experiences. However, he emphasizes that the core of luxury hospitality lies in genuine human interaction, which cannot be replaced by technology. To prepare for future transform...
Mar 31, 2025•27 min•Season 3Ep. 7
Today, Maggie Chen interviews Christoph Maximilian Schlatter, Delegate of the Board of the Laudinella Hotel Group, which manages four renowned hotels in St. Moritz. In this insightful conversation, Christoph shares his perspective on the future of hospitality, emphasizing the evolving role of technology and human touch. He discusses how digital solutions and automation are transforming operations while highlighting the enduring importance of personalized, human-centered service. Christoph also e...
Mar 24, 2025•31 min•Season 3Ep. 6
Today, Francis Reichenbach, General Manager at Le Mirabeau in Zermatt, a 4-star family-owned resort & spa hotel, shares his extensive experience and hands-on approach in integrating tech tools into the hospitality industry. As a true hotelier, Francis discusses how concrete tech solutions play a crucial role in enhancing the guest experience, yet emphasizes that it should always complement the human touch at the heart of hospitality. He explores the delicate balance between embracing technol...
Mar 17, 2025•24 min•Season 3Ep. 5
In this interview, Professor Hannes Werthner, a pioneer in e-tourism and the founder of the Digital Humanism initiative, reflects on the evolution of technology in the tourism industry. He and Prof. Maggie Chen discuss the role of high-tech innovations, such as artificial intelligence and connected devices, and their impact on travel. Professor Werthner emphasizes the need to balance technological advancements with human values, addressing the societal implications of digital transformations. In...
Mar 10, 2025•35 min•Season 3Ep. 4
In this episode, Maggie Chen sits down with Christophe Laurent, EHL Group Values Ambassador, to explore the dynamic changes within the hospitality industry. Together, they discuss how the future of hospitality is shifting from basic service provision to creating meaningful, human-centered experiences. Christophe shares his insights on how empathy, technology, and strong workplace culture are key drivers in this transformation, shaping new strategies that elevate the guest experience and pave the...
Mar 03, 2025•30 min•Season 3Ep. 3
Gregory Guzzo, Associate Director at Antidots, shares insights on how the mobility and tourism industries are evolving. He discusses the balance between technology and personal touch, emphasizing the role of empathy and human engagement in enhancing customer experiences. He also explores the future of Mobility as a Service (MaS) and how it can improve journeys without losing the personal connection. In Season 3, we dive into the theme of "High Tech for High Touch," where leading experts and inno...
Feb 24, 2025•29 min•Season 3Ep. 2
Join today Michael Thomann, a renowned Swiss hospitality expert, as he explores with Prof. Maggie Chen the balance between high tech and high touch in the future of the industry. From personal guest experiences to tech-driven solutions, Michael shares insights on how to navigate the evolving hospitality landscape while keeping the human connection at its core. In Season 3, we dive into the theme of "High Tech for High Touch," where leading experts and innovators discuss how to strike the perfect...
Feb 17, 2025•20 min•Season 3Ep. 1
In this episode of the Resilient Tourism Podcast Series, Dr. Alessandro Inversini reflects on the key insights from Season 2. Unlike Season 1, which focused on Swiss local travel stakeholders, this season features interviews with international experts from major brands like Booking.com and Accor, as well as academics and digital experts. The discussions highlight the importance of digital transformation, personalization, data management, and sustainability in the travel industry. The episode als...
Sep 09, 2024•11 min•Season 2Ep. 14
🗣️🎙️ Interview with Dejan Ristić , Project manager at Ljubljana Tourism In this episode, Amélie Keller interviews Dejan Risti ć , project manager at Ljubljana Tourism, and together they discuss digital transformation and sustainability for destinations. Dejan shares Ljubljana's smart tourism initiatives, emphasizing data-driven decision-making and collaboration with stakeholders. They explore the balance between technology and human-centric hospitality, envisioning a more responsible and inclu...
Apr 29, 2024•35 min•Season 2Ep. 13
🗣️🎙️ Interview with Michael Levie, Hospitality Executive In this episode, Michael Levie shares invaluable insights into the evolving landscape of digital transformation within the hospitality industry. The conversation delves deep into the challenges and opportunities presented by technology in hospitality, highlighting the importance of using data and digital innovation. Michael Levie's vast experience and expertise offer listeners a roadmap for success, outlining strategies for leveraging di...
Feb 15, 2024•35 min•Season 2Ep. 12
🗣️🎙️ Interview with Floor Bleeker, CTO at Accor In this podcast episode, Prof. Maggie Chen engages Floor Bleeker in a discussion centered around Accor's digital transformation. Floor sheds light on two pivotal changes underway at Accor. The first involves a technical change, steering the company from numerous data centers to a single public cloud. This shift aims for heightened agility, centralized management, ultimately enabling the possibility of launching a hotel within a single day. Concu...
Dec 22, 2023•37 min•Season 2Ep. 11
🗣️🎙️ Interview with Tess Mattisson , CEO of Zaplox In this engaging podcast episode, Prof. Maggie Chen meets Tess Mattison, President and CEO of Zaplox, a leading provider of digital solutions and mobile keys for hotels, casinos, and resorts. Tess is deeply passionate about the intersection of technology and hospitality, and she brings a wealth of experience from both realms. Tess emphasizes the importance of digital transformation being more than just adopting technology; it's about people, m...
Dec 22, 2023•37 min•Season 2Ep. 10
🗣️🎙️ Interview with Prof. Marianna Sigala , Sheffield Hallam University In this podcast conversation between Prof. Alessandro Inversini and Prof. Marianna Sigala, they dive into the realms of digital transformation, datafication, and their impact on the tourism industry. Marianna Sigala, a professor specializing in digital transformation, shares her insights on digital transformation, datafication, data collection, resilience and predictive models through the use of digital twins, the futur...
Dec 22, 2023•27 min•Season 2Ep. 9
🗣️🎙️ Interview with Norbert Kettner, CEO Vienna Tourist Board Norbert Kettner has been the Vienna Tourist Board’s Director since September 1, 2007. Norbert Kettner is a member of the board of trustees of the Austrian Broadcasting Corporation ORF. He is deputy chairman of the supervisory board of Vienna City Marketing Agency and member of the board of directors and the presidium of Vienna Business Agency as well as member of the City of Vienna’s Economic Council 2030. Kettner is also part of th...
Nov 30, 2023•33 min•Season 4Ep. 8
🗣️🎙️ Interview with Prof. Dimitrios Buhalis , Bournemouth University Business School Professor Dimitrios Buhalis is a Strategic Management and Marketing expert with specialisation in Information Communication Technology, Smart Environments and Interactive Marketing, He is an expert in technology applications in the Tourism, Travel, Hospitality and Leisure industries. He is Professor of Smart Tourism at Bournemouth University Business School. In this conversation, Prof. Dimitrios Buhalis and...
Nov 29, 2023•35 min•Season 2Ep. 7
🗣️🎙️ Interview with Dolores Ordoñez , Director of AnySolution and Expert in Smart Cities and Tourism In this podcast episode , we interview Dolores Ordoñez, expert and leader in European digital transformation and smart destinations. Together, we explore the significance of technology in tourism, emphasizing the need for a human-centric approach alongside data-driven solutions. Dolores plays an important role in the DATES project, a EU project that sets the bases of the European Tourism Data S...
Nov 29, 2023•33 min•Season 2Ep. 6
🗣️🎙️ Interview with Mirko Lalli , Founder and CEO of the Data Appeal Company In this podcast episode, we talk with Mirko Lalli, the founder and CEO of Data Appeal Company. We discuss the digital transformation of the travel sector, the role of data, and how it is changing the industry. Mirko explains his company's focus on making travel destinations and companies more data-driven through AI. 🎯 Interestingly, Mirko also tells us about his company's efforts to measure destination sustainability...
Oct 20, 2023•28 min•Season 2Ep. 5
🗣️🎙️ Interview with Wolfram Höpken , Professor at the University of Applied Sciences of Ravensburg-Weingarten In this episode, we sit down with Wolfram Höpken, a professor in Business Informatics, as well as the director of the Institute for Digital Transformation at the University of Applied Sciences Ravensburg-Weingarten. We talk about the future of the travel industry, exploring the impact of digitalization and AI on the way we experience tourism. 💡 Wolfram sheds light on the profound chan...
Oct 20, 2023•32 min•Season 2Ep. 4
🗣️🎙️ Interview with Eduardo Santander , CEO/Executive Director of the European Travel Commission (ETC) Today, we sit down with Eduardo Santander, CEO of the European Travel Commission (ETC), for an in-depth conversation on the state of European tourism. 💡 Eduardo shares his and ETC's invaluable insights into how digital technologies and data insights are transforming European destinations, and how they contribute to our sustainable future. In addition, you will discover how ETC is spearheadin...
Oct 20, 2023•49 min•Season 2Ep. 3
🗣️🎙️ Interview with Juho Pesonen , Professor at the University of Eastern Finland Business School In this episode, we delve into the ever-changing world of travel with a captivating conversation with Professor Juho Pesonen. As a leading expert in the field, Juho shares his invaluable insights on the digital transformation sweeping through the tourism industry. 💡 Juho breaks down digital transformation into three categories : Enhancing customer value Boosting operational efficiency Pioneering ...
Oct 20, 2023•31 min•Season 2Ep. 2
🗣️🎙️ Interview with Alexei Matouchkine , Regional Director at Booking.com In this episode, we delve deep into the world of hospitality's digital transformation and the pivotal role played by Booking.com. Join us as we explore the evolving landscape of the hospitality industry and discover how Booking.com's solutions empower hoteliers in their digital journey. 💡 Our guest, Alexei Matouchkine, shares insights into the dynamic relationship between technology and hospitality. With a diverse portf...
Oct 20, 2023•36 min•Season 2Ep. 1
We wrap up the first season with Dr. Alessandro Inversini, Associate Professor at EHL Hospitality Business School. He is expert in marketing communication, digital communication and digital marketing with extensive academic and industry experience. Transcripts are available on our website (resilienttourism.ch/podcast) 🎙️ We thrive to inspire Swiss Travel & Hospitality professionals to shape the digital transformation of the sector. We want to share the best digital practices in the trav...
May 09, 2023•11 min
🎙️ THIS EPISODE WAS RECORDED IN FRENCH. Transcripts are available on our website (resilienttourism.ch/podcast) Dr. Roland Schegg is a professor at the Institute of Tourism, University of Applied Sciences and Arts of Western Switzerland Valais (HES-SO Valais) since 2005. Between 2000 and 2004 he was working with the EHL as a professor and researcher. His research interests are in the field of eTourism (online distribution, eService metrics, technology adoption, web 2.0 and mobile technologies ...
May 09, 2023•10 min•Season 1Ep. 13
