Smart technology is reshaping the hospitality industry by merging innovation with guest-centric experiences, offering unprecedented levels of personalization, efficiency, and convenience. From smart rooms that remember individual preferences to automated check-in processes and AI-powered virtual assistants, these advancements cater to modern travelers’ expectations for seamless and tailored services. In-room entertainment, dynamic pricing, and eco-friendly solutions enhance both guest satisfaction and operational sustainability. By leveraging data analytics and automation, hotels can optimize resources while delivering memorable stays, signaling a future where technology and hospitality are inextricably linked to redefine luxury and service.

After over a decade in luxury hospitality leadership—spanning three countries, multiple Forbes Five-Star properties, and countless transformative guest experiences—I’ve taken a moment to reflect on the journey so far. From building world-class teams to launching award-winning hotels, I’ve always been guided by a purpose-driven approach to service and leadership. Here is my biography.

Rom Krupp is a pioneering force in hospitality technology and AI-driven analytics, known for transforming complex data into actionable strategies that drive growth and elevate the guest experience. As the founder of multiple successful ventures, including Marketing Vitals and RedOnion, Rom brings over 20 years of experience in operational excellence, market strategy, and software innovation. His forward-thinking approach to “customer interception” and employee gamification has reshaped how restaurants engage both their guests and teams. A dynamic speaker, Forbes Council member, and global thought leader, Rom blends technical expertise with a deep commitment to empathy, culture, and purpose-driven leadership.

Jess Sheahen is a dynamic marketing executive with over two decades of experience driving business growth and innovation for global brands. Known for her servant leadership and strategic vision, Jess has a proven track record in scaling operations, building high-performing teams, and delivering data-driven marketing strategies that achieve measurable results. From leading multi-million-dollar revenue growth initiatives at Vail Resorts to overseeing global brand strategies at Otter Products, her expertise spans omni-channel marketing, brand development, and product launches. With a passion for fostering collaboration and driving transformational success, Jess brings unparalleled knowledge, strategic foresight, and a commitment to excellence to every endeavor.

Ben Segal is a dedicated and innovative leader in customer experience (CX), currently serving as the Chief Experience Officer (CXO) at Create CX. With...