In a service-driven industry like MICE, where human connection defines success, technology and AI are often perceived as threats to authenticity. In this session, Michel Huguenin challenges that notion by showing how digital tools can become powerful allies in the pursuit of service excellence. From enhancing personalization and streamlining operations to empowering teams to focus on high-value interactions, he shares practical examples and strategic insights on how the right tech stack can elevate the client experience—without compromising the human touch. On the contrary, technology can reinforce what makes great service truly exceptional.

Meeting planners’ expectations are evolving rapidly, reshaping how hotels present and deliver their value. This session highlights the new priorities shaping planner decisions, the key factors that drive conversions, and the strategies hoteliers can use to rise above the competition. Discover how to refine your pitch, build stronger connections, and consistently win more MICE business by aligning with the evolving planner mindset.

The number of affluent business travellers is rising at unprecedented speed — and so are their expectations. In this session, Tatiana Sheremetieva unveils the trends redefining luxury MICE and business travel: from ultra-exclusive, hyper-personalised experiences to discreet service excellence, sustainability with style, and wellness-first itineraries. With two decades of global business expertise serving HNW and UHNW clients, she reveals what truly captivates the world’s most discerning guests – and how industry leaders can stand out and win in this fiercely competitive market.