{"id":890165,"date":"2026-02-04T23:12:09","date_gmt":"2026-02-05T05:12:09","guid":{"rendered":"https:\/\/newsycanuse.com\/index.php\/2026\/02\/04\/in-an-automated-world-human-hospitality-is-a-competitive-advantage\/"},"modified":"2026-02-04T23:12:09","modified_gmt":"2026-02-05T05:12:09","slug":"in-an-automated-world-human-hospitality-is-a-competitive-advantage","status":"publish","type":"post","link":"https:\/\/newsycanuse.com\/index.php\/2026\/02\/04\/in-an-automated-world-human-hospitality-is-a-competitive-advantage\/","title":{"rendered":"In an Automated World, Human Hospitality Is a Competitive Advantage"},"content":{"rendered":"<div>\n<div>\n<div>\n<p><a href=\"http:\/\/hbr.org\/topic\/subject\/customer-experience\">Customer experience<\/a><\/p>\n<\/div>\n<div>\n<p><span> by <a href=\"http:\/\/hbr.org\/search?term=Horst Schulze\">Horst Schulze<\/a> and <a href=\"http:\/\/hbr.org\/search?term=Micah Solomon\">Micah Solomon<\/a><\/span><\/p>\n<\/div>\n<p><span>February 4, 2026<\/span><\/p>\n<\/div>\n<div>\n<p><img decoding=\"async\" src=\"http:\/\/hbr.org\/resources\/images\/article_assets\/2026\/02\/Feb26_04_149618285.jpg\"   alt><\/p>\n<p><span>Kenzo Tribouillard\/Getty Images<\/span><\/p>\n<\/div>\n<div>\n<ul>\n<li><a aria-label=\"Post on Twitter\" href=\"https:\/\/twitter.com\/intent\/tweet?&#038;original_referer=&#038;ref_src=twsrc%5Etfw&#038;related=twitterapi%2Ctwitter&#038;tw_p=tweetbutton&#038;url=\" target=\"_blank\" rel=\"noopener noreferrer\" data-analytics=\"share-on-x\"><span>Post<\/span><\/a><\/li>\n<li><\/li>\n<li><\/li>\n<li><\/li>\n<li><\/li>\n<\/ul>\n<\/div>\n<div>\n<section>\n<h2>Summary.\u00a0\u00a0\u00a0<\/h2>\n<p><span><span><\/span><\/span><\/section>\n<div>\n<p><a href=\"http:\/\/hbr.org\/2026\/02\/in-an-automated-world-human-hospitality-is-a-competitive-advantage?language=es\" data-analytics=\"lang-es\">Leer en espa\u00f1ol<\/a><a href=\"http:\/\/hbr.org\/2026\/02\/in-an-automated-world-human-hospitality-is-a-competitive-advantage?language=pt\" data-analytics=\"lang-pt\">Ler em portugu\u00eas<\/a><\/p>\n<\/div>\n<\/div>\n<div>\n<ul>\n<li><a aria-label=\"Post on Twitter\" href=\"https:\/\/twitter.com\/intent\/tweet?&#038;original_referer=&#038;ref_src=twsrc%5Etfw&#038;related=twitterapi%2Ctwitter&#038;tw_p=tweetbutton&#038;url=\" target=\"_blank\" rel=\"noopener noreferrer\" data-analytics=\"share-on-x\"><span>Post<\/span><\/a><\/li>\n<li><\/li>\n<li><\/li>\n<li><\/li>\n<li><\/li>\n<\/ul>\n<\/div>\n<p data-first-paragraph=\"true\">In the last decade, AI-powered chatbots have taken the realm of customer service by storm. The advent of generative AI in the last few years has only accelerated this drive. But as leaders race to adopt these systems, they would be well advised to consider a crucial factor: the value of the human touch in providing customer service\u2014what we call <em>deep hospitality<\/em>.<\/p>\n<div>\n<ul>\n<li><a aria-label=\"Post on Twitter\" href=\"https:\/\/twitter.com\/intent\/tweet?&#038;original_referer=&#038;ref_src=twsrc%5Etfw&#038;related=twitterapi%2Ctwitter&#038;tw_p=tweetbutton&#038;url=\" target=\"_blank\" rel=\"noopener noreferrer\" data-analytics=\"share-on-x\"><span>Post<\/span><\/a><\/li>\n<li><\/li>\n<li><\/li>\n<li><\/li>\n<li><\/li>\n<\/ul>\n<\/div>\n<div>\n<p><span>Read more on <a href=\"http:\/\/hbr.org\/topic\/subject\/customer-experience?ab=articlepage-topic\"><strong>Customer experience<\/strong><\/a><\/span><\/p>\n<\/div>\n<\/div>\n<p><a href=\"https:\/\/hbr.org\/2026\/02\/in-an-automated-world-human-hospitality-is-a-competitive-advantage\" class=\"button purchase\" rel=\"nofollow noopener\" target=\"_blank\">Read More<\/a><br \/>\n Horst Schulze<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Customer experience by Horst Schulze and Micah Solomon February 4, 2026 Kenzo Tribouillard\/Getty Images Post Summary.\u00a0\u00a0\u00a0 Leer en espa\u00f1ol Ler em portugu\u00eas Post In the last decade, AI-powered chatbots have taken the realm of customer service by storm. The advent of generative AI in the last few years has only accelerated this drive. But as<\/p>\n","protected":false},"author":1,"featured_media":890166,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[30867,644],"tags":[],"class_list":["post-890165","post","type-post","status-publish","format-standard","has-post-thumbnail","category-automated","category-world"],"aioseo_notices":[],"_links":{"self":[{"href":"https:\/\/newsycanuse.com\/index.php\/wp-json\/wp\/v2\/posts\/890165","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/newsycanuse.com\/index.php\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/newsycanuse.com\/index.php\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/newsycanuse.com\/index.php\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/newsycanuse.com\/index.php\/wp-json\/wp\/v2\/comments?post=890165"}],"version-history":[{"count":0,"href":"https:\/\/newsycanuse.com\/index.php\/wp-json\/wp\/v2\/posts\/890165\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/newsycanuse.com\/index.php\/wp-json\/wp\/v2\/media\/890166"}],"wp:attachment":[{"href":"https:\/\/newsycanuse.com\/index.php\/wp-json\/wp\/v2\/media?parent=890165"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/newsycanuse.com\/index.php\/wp-json\/wp\/v2\/categories?post=890165"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/newsycanuse.com\/index.php\/wp-json\/wp\/v2\/tags?post=890165"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}