HBR | Customer experience
In an Automated World, Human Hospitality Is a Competitive Advantage
在自动化的世界中，人性化的待客之道是竞争优势
2026-02-04 1284词 困难
The easy path, the one most companies take, would have been to turn the app into a sleek transaction machine. Message for extra towels. Click to extend a reservation. Eliminate the friction of human interaction. Measure success by how few staff hours each transaction required.
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