How hotels are turning to AI

Phung and other speakers highlighted Citizen M Hotels as one example of a hotel operator making technology a focal point of its “affordable luxury” offering, designed for tech-savvy always-on-the-move guests. Citizen M swapped form-filling for self-service check-in at touch-screen terminals, and room keys double as payment method at the hotels’ canteens.

The company used an enterprise middleware with the customer data platform that houses that data, Phung said, getting the technology and architecture design just right.