The Best AI Is the Kind You Don’t Notice (How IHG Is Scaling AI That Actually Works) - AI Proving Ground Podcast

Topics in this episode

Customer experience employee experience AI in hospitality Enterprise AI hospitality technology

Episode notes

Most enterprise AI tries to be impressive. In a hotel, it just needs to work. No one checks in hoping to experience great AI. They want things to feel smooth, fast, intuitive - like everything is just handled. That’s the standard. At IHG Hotels & Resorts, AI is being applied with that mindset. Not as a headline, but as a way to make employees more effective and operations run cleaner behind the scenes. In this episode, IHG Chief Product and Technology Officer Jolie Fleming shares what it actually looks like to scale AI inside a global hospitality business. Not pilots that linger. Not demos that look good in slides. Real changes to how work gets done - across call centers, service workflows, language translation and day-to-day operations. The approach is simple, but disciplined: start with a real problem, fix it, prove it works and then expand. It’s less about chasing the latest model and more about building something that holds up under pressure. And underneath it all, the fundamentals still matter. Data, workflows and governance don’t go away with AI - they become more important. Fast.

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