Creating connections for your guests in the digital age

Tune in to a practical talk on how to use digital tools to deepen guest relationships, including personalization, communication and the moments that matter most – directly from the operators who are getting it right. Gorjan Lazarov, Orea Hotels · Daan de Bruijn, Bookboost · Laura Brinkmann, Effizia · Øyvind Frisak, CIC Hospitality · Sarah Dandashy, Ask a Concierge 0:00 Introduction: Digital Guest Experience in 2026 1:00 Meet the Panel: Hospitality Innovation Leaders 1:44 Diving into Tech-Driven Guest Connections 2:18 From Guest Data to Personalised Experiences 3:43 Real-Life Examples: Hotels Doing It Right 13:47 The Challenge of Scaling Personalisation 16:38 Designing Digital Touchpoints That Feel Human 21:18 The Business Case for Guest Connection 27:18 The Future of Guest Relationships in Hospitality 29:34 Conclusion: Where Do We Go From Here? Learn more about Mews Unfold sessions here: https://www.mews.com/en/unfold-2026