Artificial intelligence is transforming hospitality but how can luxury brands use AI without losing the human touch?

In this episode recorded live at Shoptalk Luxe in Abu Dhabi, Katie Street sits down with Sean Sear, SVP of Strategy, Technology & Innovation at Langham Hospitality Group, to explore how one of the world’s most historic luxury hotel brands is embracing AI to create better guest experiences.

From AI-powered booking assistants to staff training tools and data-driven strategy platforms, Sean shares how Langham is building a “family of AIs” designed to increase bookings, empower hotel staff and deliver truly personalised luxury hospitality.

They also discuss why successful AI adoption starts with defining the right business problem, how to balance startup innovation with enterprise technology, and why data is the foundation of any effective AI strategy.

If you’re interested in AI in hospitality, luxury hotel innovation, digital transformation or how brands can implement AI across large organisations, this conversation is packed with insights.

00:00 - Introduction from Shoptalk Luxe 01:15 - The history and innovation legacy of Langham Hospitality Group 02:25 - Why Langham is investing heavily in AI 03:10 - Meet the “family of AIs”: Sam, Jarvis and Zoe 05:45 - How to identify the right problems for AI to solve 07:30 - Building an AI-first culture across a global organisation 09:20 - Choosing the right AI technology partners 11:20 - Why data quality matters for AI success 13:30 - Sean’s advice for businesses starting their AI journey

And because this series is part of our partnership with Shoptalk Luxe, if conversations like this one spark ideas then you'll definitely want to be in the room next time!

Shoptalk Europe 2026 is already shaping up to be HUGE. If retail, tech and innovation sit anywhere in your world, now's the time to get your ticket and get it in the diary here: https://europe.shoptalk.com/home?utm_source=mediapartner&utm_medium=website&utm_campaign=marketing-in-the-madness-podcast

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