What Role Should AI Play in the Customer Experience? @harvardbusinessreview
What Role Should AI Play in the Customer Experience? @harvardbusinessreview
Uploaded July 2026 | Updated September 2026, 2 hours ago
How can a luxury hospitality brand embrace AI without losing its human touch? In this conversation, Four Seasons President and CEO Alejandro Reynal speaks with HBR Editor at Large Adi Ignatius about how leaders can use AI to enhance customer experiences while keeping human connection at the center.

HBR Executive subscribers can watch the full discussion here: https://s.hbr.org/4gKJeD9
What Role Should AI Play in the Customer Experience?The Evolving Role of the CFOYour Free Time Deserves the Same Respect as Your WorkDoes Arrogance Stop Managers from Listening Well?Why In-Person Work Still MattersAI Is Upending Middle Management RolesThe Limits of How We Imagine the FutureHow to Lead When You Dont Have Formal AuthorityStop Solving Your Teams Problems for ThemTurn Anxiety into ActionIf Your Organization Isnt Adapting, It Isnt Growing6 Ways to Practice Everyday Courage
Harvard Business Review |

What Role Should AI Play in the Customer Experience?

SHARE TO X SHARE TO REDDIT SHARE TO FACEBOOK WALLPAPER