Resilient Tourism Podcast Series - Accelerating the Digital and Data-Driven Transformation

Resilient Tourism
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This podcast is part of the Swiss Resilient Tourism Flagship Project supported by Innosuisse to support the datafication of the travel sector in Switzerland in order to create resilient digitally supported services, business processes and business models. This improved data intelligence strategy will strengthen the competitiveness, resilience and sustainability of the tourism ecosystem in Switzerland. Learn more about the project at https://www.resilienttourism.ch/. https://www.resilienttourism.ch/podcast

  1. 12/08/2025 ·  BONUS

    What’s Next for Swiss Tourism? Voices from the 3rd Flagship Annual Conference

    Join us for the season finale as we take you behind the scenes of the third Flagship Annual Conference, organized on June 3 in Chur, Grisons. Hear from leading voices in Swiss tourism as they share insights on digitalization, the balance between high tech and high touch, and how AI is shaping the industry. Discover how collaboration, innovation, and the human touch are redefining the future of tourism in Switzerland. In the Resilient Tourism Podcast Series, we talk with international travel and tourism experts about digital transformation and datafication. Our goal is to inspire you to take action and be part of the movement! 🎯 This podcast is part of the Swiss Resilient Tourism Flagship Project - an initiative funded by Innosuisse to support the datafication of the travel sector in Switzerland to create resilient digitally supported services, business processes and business models. This improved data intelligence strategy will strengthen the competitiveness, resilience and sustainability of the tourism ecosystem in Switzerland. Learn more about the project at ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠www.resilienttourism.ch⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠. This content is produced by the ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠EHL Hospitality Business School ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠with the support of ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Innosuisse

    20 min
  2. Smart Ships, Human Hearts: Cruising into Tech-Enhanced Hospitality with MSC

    07/14/2025

    Smart Ships, Human Hearts: Cruising into Tech-Enhanced Hospitality with MSC

    In this episode, Alessandro Inversini speaks with Luca Pronzati, Chief Digital and Technology Officer at MSC Cruises, about how technology is enhancing—not replacing—the human touch in cruises. From smart ships to AI-driven experiences, they explore how digital innovation can elevate service while preserving the emotional core of guest interactions, allowing crew members and customers to focus more on meaningful, personalized interactions. In Season 3, we dive into the theme of "High Tech for High Touch," where leading experts and innovators discuss how to strike the perfect balance between technology and human interaction in hospitality and tourism. The season explores how leveraging technology can enhance, rather than replace, the essential human touch that drives success in the industry. In the Resilient Tourism Podcast Series, we talk with international travel and tourism experts about digital transformation and datafication. Our goal is to inspire you to take action and be part of the movement! 🎯 This podcast is part of the Swiss Resilient Tourism Flagship Project - an initiative funded by Innosuisse to support the datafication of the travel sector in Switzerland to create resilient digitally supported services, business processes and business models. This improved data intelligence strategy will strengthen the competitiveness, resilience and sustainability of the tourism ecosystem in Switzerland. Learn more about the project at ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠www.resilienttourism.ch⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠. This content is produced by the ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠EHL Hospitality Business School ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠with the support of ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Innosuisse

    28 min
  3. The Future of Tourism: A DMO’s Take on AI and Digital Transformation

    06/30/2025

    The Future of Tourism: A DMO’s Take on AI and Digital Transformation

    In this episode, Maggie Chen welcomes Davy Jansegers, Head of Business Development at Lausanne Tourism. With a career that began at the hotel reception desk and led to national and international recognition in hospitality, Davy brings a rare blend of operational insight and strategic foresight From the rise of AI and virtual influencers to the irreplaceable value of human touch, Davy shares how Lausanne is preparing SMEs for a tech-forward yet people-centered future. His reflections on digital transformation, emotional connection, and the evolving role of tourism offices offer a compelling roadmap for the industry. In Season 3, we dive into the theme of "High Tech for High Touch," where leading experts and innovators discuss how to strike the perfect balance between technology and human interaction in hospitality and tourism. The season explores how leveraging technology can enhance, rather than replace, the essential human touch that drives success in the industry. In the Resilient Tourism Podcast Series, we talk with international travel and tourism experts about digital transformation and datafication. Our goal is to inspire you to take action and be part of the movement! 🎯 This podcast is part of the Swiss Resilient Tourism Flagship Project - an initiative funded by Innosuisse to support the datafication of the travel sector in Switzerland in order to create resilient digitally supported services, business processes and business models. This improved data intelligence strategy will strengthen the competitiveness, resilience and sustainability of the tourism ecosystem in Switzerland. Learn more about the project at ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠www.resilienttourism.ch⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠. This content is produced by the ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠EHL Hospitality Business School ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠with the support of ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Innosuisse⁠⁠⁠

    21 min
  4. More Time for Guests: Carlo Fontana on Tech That Enables a Smile (Lessons Learned at Hotel Lugano Dante)

    06/23/2025

    More Time for Guests: Carlo Fontana on Tech That Enables a Smile (Lessons Learned at Hotel Lugano Dante)

    In this episode , we sit down with Carlo Fontana, General Manager of Hotel Lugano Dante, for a rich conversation on the evolving role of technology in hospitality. With over three decades of experience, Carlo shares how he’s witnessed and leveraged the digital transformation of the industry, from the first PMS installations to AI-assisted guest communication. But for Carlo, technology is never the star of the show. "It’s the smile, the name remembered, the warm welcome that guests never forget.” He walks us through his “magic pyramid” for adopting tech—starting with leadership and culture, not software—and reminds us that the most powerful tools in hospitality are still empathy, attitude, and attention to detail. From handwritten notes to smart key systems that trigger personalized greetings, Carlo shows how thoughtful tech adoption can empower staff, reduce friction, and elevate the guest experience—without ever replacing the soul of hospitality. In Season 3, we dive into the theme of "High Tech for High Touch," where leading experts and innovators discuss how to strike the perfect balance between technology and human interaction in hospitality and tourism. The season explores how leveraging technology can enhance, rather than replace, the essential human touch that drives success in the industry. In the Resilient Tourism Podcast Series, we talk with international travel and tourism experts about digital transformation and datafication. Our goal is to inspire you to take action and be part of the movement! 🎯 This podcast is part of the Swiss Resilient Tourism Flagship Project - an initiative funded by Innosuisse to support the datafication of the travel sector in Switzerland in order to create resilient digitally supported services, business processes and business models. This improved data intelligence strategy will strengthen the competitiveness, resilience and sustainability of the tourism ecosystem in Switzerland. Learn more about the project at ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠www.resilienttourism.ch⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠. This content is produced by the ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠EHL Hospitality Business School ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠with the support of ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Innosuisse⁠⁠

    35 min
  5. The Power of a Handshake in a Digital World (with UEFA's Damaris Papoutsakis)

    06/16/2025

    The Power of a Handshake in a Digital World (with UEFA's Damaris Papoutsakis)

    Join us for a thoughtful conversation with Damaris Papoutsakis, Head of Guest Management and Protocol at UEFA, as she reflects on the evolving role of technology in service delivery. In this episode, Damaris shares how technology should be a backstage enabler—streamlining operations and freeing up time—so that people can focus on what truly matters: human connection. She emphasizes that “technology must support the experience, not replace it,” and explains how UEFA is rethinking its systems to allow teams to spend less time behind screens and more time face-to-face with guests. For Damaris, success lies in the seamless blend of operational efficiency and personal interaction, where the first hello and the last goodbye are never automated, but always heartfelt. In Season 3, we dive into the theme of "High Tech for High Touch," where leading experts and innovators discuss how to strike the perfect balance between technology and human interaction in hospitality and tourism. The season explores how leveraging technology can enhance, rather than replace, the essential human touch that drives success in the industry. In the Resilient Tourism Podcast Series, we talk with international travel and tourism experts about digital transformation and datafication. Our goal is to inspire you to take action and be part of the movement! 🎯 This podcast is part of the Swiss Resilient Tourism Flagship Project - an initiative funded by Innosuisse to support the datafication of the travel sector in Switzerland in order to create resilient digitally supported services, business processes and business models. This improved data intelligence strategy will strengthen the competitiveness, resilience and sustainability of the tourism ecosystem in Switzerland. Learn more about the project at ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠www.resilienttourism.ch⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠. This content is produced by the ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠EHL Hospitality Business School ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠with the support of ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Innosuisse⁠

    24 min
  6. Exploring Empathy and Experience Co-Creation in a High Tech-Driven World, with Prof. Reza Etemad-Sajadi

    06/13/2025

    Exploring Empathy and Experience Co-Creation in a High Tech-Driven World, with Prof. Reza Etemad-Sajadi

    Join Prof. Maggie Chen as she speaks with Professor Reza Etemad-Sajadi from EHL Hospitality Business School about the future of customer interaction in a high tech-driven world. They explore the critical role of empathy, emotional engagement, and experience co-creation in shaping memorable customer experiences. Discover how businesses can strike the perfect balance between high-tech solutions and the human touch, and why creating emotional connections with guests remains central in today's world. In Season 3, we dive into the theme of "High Tech for High Touch," where leading experts and innovators discuss how to strike the perfect balance between technology and human interaction in hospitality and tourism. The season explores how leveraging technology can enhance, rather than replace, the essential human touch that drives success in the industry. In the Resilient Tourism Podcast Series, we talk with international travel and tourism experts about digital transformation and datafication. Our goal is to inspire you to take action and be part of the movement! 🎯 This podcast is part of the Swiss Resilient Tourism Flagship Project - an initiative funded by Innosuisse to support the datafication of the travel sector in Switzerland in order to create resilient digitally supported services, business processes and business models. This improved data intelligence strategy will strengthen the competitiveness, resilience and sustainability of the tourism ecosystem in Switzerland. Learn more about the project at ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠www.resilienttourism.ch⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠. This content is produced by the ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠EHL Hospitality Business School ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠with the support of ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Innosuisse⁠

    22 min
  7. "The Interaction Gives the Soul, the Technology Gives the Efficiency": A Conversation with the CEO of Sandoz Foundation Hotels

    05/05/2025

    "The Interaction Gives the Soul, the Technology Gives the Efficiency": A Conversation with the CEO of Sandoz Foundation Hotels

    Join us for an insightful conversation with John Leglise, CEO of Sandoz Foundation Hotels, as he explores the delicate balance between technology and human interaction in the hospitality industry. In this episode, John shares his vision on how "the interaction gives the soul, the technology gives the efficiency," emphasizing the importance of future leaders being both technically fluent and emotionally intelligent. Discover how Sandoz Foundation Hotels integrates high tech to enhance high touch, creating memorable guest experiences while always empowering employees. In Season 3, we dive into the theme of "High Tech for High Touch," where leading experts and innovators discuss how to strike the perfect balance between technology and human interaction in hospitality and tourism. The season explores how leveraging technology can enhance, rather than replace, the essential human touch that drives success in the industry. In the Resilient Tourism Podcast Series, we talk with international travel and tourism experts about digital transformation and datafication. Our goal is to inspire you to take action and be part of the movement! 🎯 This podcast is part of the Swiss Resilient Tourism Flagship Project - an initiative funded by Innosuisse to support the datafication of the travel sector in Switzerland in order to create resilient digitally supported services, business processes and business models. This improved data intelligence strategy will strengthen the competitiveness, resilience and sustainability of the tourism ecosystem in Switzerland. Learn more about the project at ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠www.resilienttourism.ch⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠. This content is produced by the ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠EHL Hospitality Business School ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠with the support of ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Innosuisse

    21 min
  8. The Constant Pursuit of High Touch Relationship through Seamless Tech (with Claudia Beaufort)

    04/14/2025

    The Constant Pursuit of High Touch Relationship through Seamless Tech (with Claudia Beaufort)

    We are thrilled to welcome Claudia Beaufort, Chief Commercial Officer of Zermatt Hospitality Group, which oversees nine accommodations and 20 dining establishments, including the prestigious five-star Grand Hotel Zermatterhof. With a wealth of experience in the hospitality industry, Claudia shares her insights on how digital technology is reshaping operations and enhancing guest experiences. She emphasizes the importance of balancing high tech and high touch for a true service quality. In Season 3, we dive into the theme of "High Tech for High Touch," where leading experts and innovators discuss how to strike the perfect balance between technology and human interaction in hospitality and tourism. The season explores how leveraging technology can enhance, rather than replace, the essential human touch that drives success in the industry. In the Resilient Tourism Podcast Series, we talk with international travel and tourism experts about digital transformation and datafication. Our goal is to inspire you to take action and be part of the movement! 🎯 This podcast is part of the Swiss Resilient Tourism Flagship Project - an initiative funded by Innosuisse to support the datafication of the travel sector in Switzerland in order to create resilient digitally supported services, business processes and business models. This improved data intelligence strategy will strengthen the competitiveness, resilience and sustainability of the tourism ecosystem in Switzerland. Learn more about the project at ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠www.resilienttourism.ch⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠. This content is produced by the ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠EHL Hospitality Business School ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠with the support of ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Innosuisse

    34 min
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This podcast is part of the Swiss Resilient Tourism Flagship Project supported by Innosuisse to support the datafication of the travel sector in Switzerland in order to create resilient digitally supported services, business processes and business models. This improved data intelligence strategy will strengthen the competitiveness, resilience and sustainability of the tourism ecosystem in Switzerland. Learn more about the project at https://www.resilienttourism.ch/. https://www.resilienttourism.ch/podcast

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