Catégorie : Strategy

First impressions count. This is my view at the reception of a spa at a five star hotel. The back of a Lenovo monitor and dangling cables. This is a lovely place, it smells and looks beautiful. And I know I will have a sublime experience. But it shows that the staff haven’t sat in…

Why is luxury retail teaching hospitality how to create destinations? I recently read a meaningful article about Louis Vuitton’s newest flagship experiences in China — and honestly, I found them both inspiring and a little mind-boggling. Because while luxury retail has fully embraced the idea that stores must now be destinations, much of the global…

2025 was a year of experimentation. AI made its way into everyday workflows, bold minimalism set the tone for cleaner design, micro‑interactions brought sites to life, and 3D previews gave a taste of the future. Those ideas felt fresh a year ago. Now, they’re simply expected. As we step into 2026, the focus is shifting.…

Our crystal ball: What is in store for 2026? 1.        AI: The ‘blabbing’ is non-stop. But what are you doing about it? If you are an owner or a GM, ask your team to put together an action plan. Excuses will not do. 2.        Wellness: If all your spa does is massages, you are so 1990s! The…

Having recently written about the threat of Google Agentic AI Travel agents, it was fascinating to listen to the Phocuswright Conference interview with Rob Ransom, the Chief Strategy Officer of Booking.com, which revealed the strategic moat they believe they have built to avoid an Agentic AI invasion of their traditional territory. Throughout most of their…