What Role Should AI Play in the Customer Experience? // TRAIN BRAIN

What Role Should AI Play in the Customer Experience?

How can a luxury hospitality brand embrace AI without losing its human touch? In this conversation, Four Seasons President and CEO Alejandro Reynal speaks with HBR Editor at Large Adi Ignatius about how leaders can use AI to enhance customer experiences while keeping human connection at the center.
HBR Executive subscribers can watch the full discussion here: https://s.hbr.org/4gKJeD9

Harvard Business Review

At Harvard Business Review, we believe in management. If the world’s organizations and institutions were run more effectively, if our leaders made better decisions, if people worked more productively, we believe that all of us — employees, bosses, custome...

What Role Should AI Play in the Customer Experience?

Building a Business That Delivers Five-Star Service

Is Your Business Playing It Too Safe?

Masterclass: Competing in an Era of Transient Advantage

High-Performing Teams Get (and Give) More Feedback

Masterclass: Competing in an Era of Transient Advantage

How People Are Really Using AI in 2026

How People Are Really Using AI in 2026

Why Failing 15% of the Time Means You're Doing It Right

What "Superteams" Do Differently

Masterclass: Designing Organizational Change That Actually Sticks

3 Reasons AT&T Is Prioritizing In-Person Work

HBR Executive Panel: AI Reskilling Done Right

HBR Executive Panel: Leading Middle Managers in the AI Era

HBR Leadership Summit: AI Doesn't Have to Be a Threat to New Talent

HBR Executive Panel: Leading Change Without Losing Trust

Introducing: Becoming an Octopus Organization

How Great Leaders Build Teams That Never Stop Improving

Masterclass: Designing Organizational Change That Actually Sticks

Mattel's CEO on Building a Culture of Innovation

How to Communicate Effectively During a Transformation

Why Your Team Won't Speak Up (and How to Fix It)

You Should Be Using AI to Think More, Not Less

How to Encourage Honest Feedback at Work

What Lyft's CEO Learned by Driving His Own Customers

The Skill Leaders Need to Thrive Through Continuous Change

What It Really Takes to Revive a Company That's Lost Its Edge

Your Free Time Deserves the Same Respect as Your Work

Leisure's Not a Luxury. It's a Requirement for Top Leaders.

Two Questions That Signal Your Company's Future Value

What Actually Drives Customer (and Employee) Behavior

Leisure's Not a Luxury. It's a Requirement for Top Leaders

Why You’re Bad at Disagreeing (And How to Fix It)

Introducing: Becoming an Octopus Organization

What We Stand to Lose (and Gain) from AI

When Using AI Leads to "Brain Fry"

When "Human-Centered" AI Misses the Human Part

The Bias That Makes You Think You're Right

Why "Winning" an Argument Is a Losing Strategy

Is Your Leadership to Blame for AI Workslop?

Your Organizational Structure Could Be Slowing You Down

How McKinsey's Workforce Is Evolving with AI

Live from Davos: Is AI Taking Jobs—Or Transforming Them?

How McKinsey Is Changing What “Top Talent” Means

The Big AI Questions I'm Taking to Davos

What Gen Z Employees Wish Leaders Understood

Why Great Careers Take Time (Not Instant Promotions)

Why Great Leaders Focus on the Details

How to Boil Your Strategy Down to a Single, Clear Visualization

Purpose-Driven Leadership in an Era of Polarization

Steady Leadership in Tumultuous Times

Leadership Requires Discomfort, But Our System Discourages It

Masterclass: What's Blocking You from Scaling Up as a Leader?

Walmart CEO Doug McMillon on Leading with Purpose in Uncertain Times

Are Your Beliefs Holding You Back as a Leader?

Is AI a Boom or a Bubble?

Forget Perks—Here's What Makes Employees Happy

Walmart's CEO Predicts AI Will Transform Every Job

Have Leaders Abandoned Their Core Values?

Your Team's Happiness Starts with You

How Leaders Can Be Happier

Are You Leading—or Just Reacting to Volatility?

The Hidden Anxiety No One Talks About in Leadership

Masterclass: How to Spark and Steer Disruptive Change

6 Ways to Practice Everyday Courage

To Lead Better, Shift the Beliefs That Hold You Back

How to Determine Your Hidden Blockers

Why Senior Leaders Should Stop Having So Many One-on-Ones

Leading Is Emotionally Draining. Here’s How to Recover.

The Evolving Role of the CFO

Bozoma Saint John on the New Reality of Leadership

AI-Generated “Workslop” Is Destroying Productivity

The Story You Tell Yourself Creates Courage

Jimmy Fallon and Bozoma Saint John on Building Brands People Love

Walls and Moats Won't Save You. Innovation Will.

Jimmy Fallon on Leading with Gratitude, Humor, and Heart

Walls and Moats Won't Save You. Innovation Will.

Don't Bring Your "Whole Self" to Work—Bring Your Best Self

Leading with Courage in an Age of Uncertainty

Mental Health in the C-Suite