For 25 years, I've been exploring the question of what truly drives demand and who controls it, approaching it from various perspectives. This inquiry has led me to significant roles, from rebuilding loyalty economics at Air Canada and Qatar Airways to launching Accor Live Limitless across more than 40 brands, and architecting the commercial strategy that now supports over 560 hotels in 56 countries at Minor Hotels. Through this journey, I've come to understand that the organizations that succeed in the long term are not necessarily those with the largest marketing budgets or the most properties, but rather those that excel in customer relationship management, govern their data with intention, and build brand equity that compounds over time.
The hospitality sector is currently at an inflection point, with demand fragmenting and AI in hospitality transforming how travelers discover, decide, and book their experiences. Power in distribution is shifting, and brands that view these changes merely as operational challenges risk falling behind. Conversely, those that see them as architectural opportunities—redesigning how they create and capture value—will shape the future of the industry.
This perspective informs my approach to everything: treating commercial strategy as architecture, recognizing data as a strategic asset, considering brand as long-term capital, and viewing AI not just as a tool but as a fundamental shift in customer relationship management.
I share my insights and ideas here, support founders who are innovating at this intersection, and lead these transformations professionally—firmly believing that the gap between insight and execution is where many organizations falter.

A look at how hotel companies are rebuilding their technology stacks for AI, featuring perspectives from Choice Hotels, The Ascott Limited and Minor Hotels. Ian discussed Minor's ground-up rebuild toward a single, real-time source of truth, and argued that data unification is fundamentally a question of operating model, not technology.

Minor Hotels is in the final planning phases of a private jet experience under its Anantara luxury brand, with a launch targeted for 2027

Minor Hotels announced its plans to build a new global data and AI platform in partnership with Google Cloud, Salesforce, OneTrust, and Deloitte. The platform will connect global guest data, marketing, and service operations.

NASDAQ-listed travel booking platform MakeMyTrip on Monday announced a strategic partnership with Minor Hotels, a global hospitality group that operates more than 560 properties worldwide. The collaboration expands international stay options for Indian travellers across city hotels and resort destinations in Europe, Asia, and the Middle East when booked through the platform

Minor Hotels just unveiled its biggest brand expansion yet: four new hotel brands spanning luxury, premium and select-service segments, and marking the group's first move into soft branding. The lineup includes The Wolseley Hotels, a British-inflected luxury brand; Minor Reserve Collection, a soft brand for rare, character-rich properties; Colbert Collection, a food-forward premium soft brand; and iStay Hotels, a tech-forward select-service play for major cities. Ian breaks down the strategy behind the rollout and the group's target of 850 properties by 2027.

Minor Hotels has unveiled its evolution into a guest-facing master brand, supported by a new brand identity, enhanced digital experience, and simplified loyalty and B2B propositions to drive strategic growth. This is the most comprehensive evolution in the company’s history and marks a key step for the global hospitality group, which plans to add nearly 300 properties to its portfolio by 2027.
Loyal to Whom? Owning Loyalty in the Age of Hyper-Personalisation
Wednesday 16 September, 2026
Global Stage
We use cookies to analyze website traffic and optimize your website experience. By accepting our use of cookies, your data will be aggregated with all other user data.