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At the Annual Hospitality Conference in Manchester, Trengo’s Co-founder and CPO, Patrick Meutzner, shared a bold vision for the future of guest experiences in hospitality. His talk challenged industry leaders to rethink their approach to technology, not as a replacement for human connection, but as a powerful enabler of exceptional service.
Human + Technology: Partners, Not Replacements
Patrick’s core message resonated throughout the room:
“The future isn’t replacement.”
He emphasised that while technology is transforming hospitality, its true value lies in empowering people, guests and staff alike. The best guest experiences are rooted in genuine human interaction, enhanced and supported by smart, adaptive systems.
Bridging the Guest Experience Gap
Despite technological advancements, many guests still encounter familiar frustrations:
- Repeating information to different staff members
- Enduring long wait times or being put on hold
- Receiving slow, reactive service
Patrick identified this as the “experience gap” between rising guest expectations and the current reality. Addressing this gap is essential for brands that want to stand out in an increasingly competitive landscape.
Time to Rebuild: Adaptive, Omnichannel Systems
The hospitality industry now faces a pivotal moment:
It’s time to rebuild communication systems from the ground up. We need to shift towards adaptive, omnichannel solutions that allow guests to connect seamlessly, whether via WhatsApp, voice, web chat, or email and always receive a consistent, personalised response.
For staff, this means less time spent on repetitive tasks and more time devoted to delivering authentic, memorable hospitality.
Trengo’s Vision for the Future
Trengo is committed to helping the industry rise to this challenge. By investing in innovations like Voice AI and unified messaging, Trengo aims to close the experience gap and enable hospitality teams to move from overwhelmed and reactive to proactive and guest-centric.
Main Takeaways
- Technology should empower, not replace, human hospitality.
- The “experience gap” is real, bridging it requires adaptive, guest-focused systems.
- Omnichannel communication is the new standard for seamless guest journeys.
- The future belongs to brands that blend genuine human care with smart technology.
The next era of hospitality will be defined by those who put people first and use technology to make every guest feel truly valued.
