Mr. Antoine CASANOVA-MAZET, Head of Innovation at the Swiss Education Group, was recently invited by Dr Helmond Io to share his expertise on the impact of Artificial Intelligence (AI) in transforming business and customer experience with UTM students studying in the Master of Science (MSc) in Digital Marketing and Analytics.
During his talk, Mr. CASANOVA-MAZET took the audience on a journey in the development of AI from its history to its current state and further into the future. He highlighted the potential of AI to revolutionize the hospitality industry, from enhancing guest experiences to streamlining operations. Mr. CASANOVA-MAZET emphasized the significance of AI in business, citing its potential to customise services and recommendations to guest preferences, ensure operational efficiency through automation and data-driven decision-making, and fostering innovation and competitiveness.
The talk also looked at how Generative AI can boost productivity through automating routine tasks, thereby freeing up staff to concentrate on high-value tasks, improve creativity and innovation. Mr. CASANOVA-MAZET provided valuable insights into how to use AI to personalize and improve guest experience, and to drive business growth and innovation in the industry.
Mr. CASANOVA-MAZET also shared a story about his own language skills. “I know five languages,” he said, “but I still cannot communicate with all customers from around the world. However, AI can handle this challenge with ease.” He explained that AI-powered chatbots and translation tools can help hotels and hospitality businesses communicate with customers in their native languages, providing a more personalized and welcoming experience.
As an ending note, Mr. CASANOVA-MAZET shared his insights on how to overcome the future challenges posed by AI development. He emphasized the importance of developing a growth mindset and embracing lifelong learning, staying adaptable and agile in the face of rapid technological change. He encouraged students to be proactive in developing their skills and knowledge in AI and data analysis, and to be open to new opportunities and challenges that arise in the industry. Ultimately, he left the audience with a thought-provoking message: “AI will not replace all human manpower, but those who know how to use AI will do.” This message highlights the importance of embracing AI as a tool to augment human capabilities, rather than replacing them.
The talk was a resounding success, with students and faculty alike gaining valuable insights into the future of AI. Mr. CASANOVA-MAZET’s expertise and insights have provided a valuable foundation for further exploration and discussion on the impact of AI in the industry.
Content: UTM Assistant Professor Helmond Io