2009, 2026
AI and customer experience: Olivier Cohn advocates for automation in service of humanity
In Cannes, at the All4Customer Meetings 2026, Olivier Cohn, CEO of Best Western France, defended a pragmatic conception of artificial intelligence: automate what can be automated to restore value to moments when human presence becomes essential. His intervention raises a question that extends far beyond hospitality: as AI becomes commonplace, where will the real differentiation...