IHG’s Chief Product and Technology Officer on What Actually Makes Transformation Work

▤ Summary

IHG’s Chief Product and Technology Officer Jolie Fleming says successful transformation starts with solving a real business problem, not chasing technology for its own sake. She emphasizes that the hardest part of adopting AI and other new tools is managing organizational change, culture, and education across teams. Fleming says hospitality technology is moving toward connected guest journeys, conversational AI, personalization, and automation. She also stresses that IHG wants technology to enhance service while preserving the human connection at the center of hospitality.

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