In this episode of the FHS Podcast, Ali Shahid, Marketing Director, The Bench, welcomes Henry Coutinho-Mason, Author and Speaker on "The Future Normal," to discuss the role of AI in shaping a people-first strategy for the hospitality industry. As a "reluctant futurist," Henry emphasises looking at current global trends and demographics to anticipate future opportunities, urging organisations to engage fully with the future. He shares compelling examples from various industries, including healthcare and food service, to illustrate how technology can enhance human interaction and guest experiences. Henry's message is clear: embrace innovation to enrich customer service, not replace it, inspiring hospitality leaders to build a better future together.

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