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EVENT - ARTIFICIAL INTELLIGENCE COMES TO THE LUXURY MICE CLUB LEADERS (France)
Luxury tourism and event professionals gathered at Cheval Blanc Paris for the sixth edition of the event. |
Catégorie : Europe - France - Économie du secteur
- Expériences exclusives
- Tendances, avis d'expert - Événements
Article rédigé par Romane Le Royer le lundi 22 septembre 2025
 Participants in the Luxury Mice Club Leaders round table gathered in the Library of Le Cheval Blanc Paris to discuss AI and luxury.
Crédit photo © Charles Doisne / Luxury Mice Club Leaders
The usual round table discussion, reserved for around twenty privileged participants, including the Journal des Palaces, took place in the hotel's ‘Library,’ with its cosy atmosphere. Among the guests at the debate were hotels such as the Royal Champagne and Château La Commaraine, event agencies such as Agence AREP, travel agencies such as Club Faune Voyages, and consultancies such as the Boston Consulting Group.
As in previous editions, Annette Botticchio, an expert in commercial support for hoteliers, and Emmanuelle Llop, a lawyer specialising in tourism law, led the discussions. The theme of the sixth round table was ‘Artificial intelligence and luxury: two complementary worlds or two worlds that are polar opposites?’ The special guest was Daniel Doppler, president of Quicktext and an expert in AI in the hotel industry since 2017.
Curiosity and a desire not to be left behind
The majority of participants approach artificial intelligence with curiosity and sometimes apprehension, aware that they cannot remain on the sidelines. Many come ‘to understand’ and not be left behind: ‘I don't want to be behind the times,’ ‘AI will soon be indispensable in our professions.’ Most acknowledge that they are not yet experts on the subject, but feel the need to explore artificial intelligence quickly so as not to be left behind. The approach is as much personal as it is professional: everyone wants to understand, test and see what AI can change in their sector. The challenge is therefore to master a tool that is perceived as inevitable and to learn how to take advantage of it before it becomes irreversibly established.
Artificial intelligence is also seen as a powerful driver of innovation. It opens up new perspectives in terms of internal organisation, customer relations and the creation of new experiences. Several speakers linked it to other structural issues, particularly social and environmental responsibility. Glenda Cardone, Business Development Director, Italian market for the Egg Events agency, emphasised that ‘our clients often ask for two things: CSR and artificial intelligence...’. This dual expectation clearly embodies the desire of certain players in the luxury sector to combine technological innovation with social commitment.
Customer experience and luxury hotels
In the world of luxury, and more specifically in the hotel industry, the added value of AI is measured by its ability to enrich and streamline the customer experience. Testimonials show that customers can make a decision based on a detail, sometimes unexpected. A striking example is that of a customer who booked a room for £3,000 after a chatbot confirmed the availability of a bottle warmer for her child. This case illustrates the power of immediacy: the quick response was enough to trigger the booking.
More broadly, Daniel Doppler highlighted the complexity of the information to be managed: ‘A hotel has 4,000 points of information. No human can remember everything. AI can respond faster and more accurately.’ AI also stands out for its ability to enrich information: rather than responding ‘no’ to a customer asking for an electric charging station for their car, a virtual assistant can provide the nearest address and turn a refusal into added value. ‘When one hotel simply says no and another uses AI to respond, “We don't have parking, but there is a charging station 150 metres away,” you book with the second.’ These examples show that AI can become a decisive factor in differentiation and customer loyalty.
AI should be thought of as a tool to serve humans, not as a substitute. Participants emphasised that the value of luxury lies above all in personalised relationships, emotion and advice. AI can relieve professionals of repetitive tasks, allowing them to focus on this unique dimension. ‘AI can provide the information... but it's still the concierge who can best communicate it to the customer,’ says Marie-Laure Giacomelli, founder and director of her own concierge agency. Technology then becomes a filter, an aid that allows staff to save time and be more relevant. This vision is summed up in a phrase that was repeated several times: ‘We remain human and are enhanced by AI.’ Far from denying the role of professionals, AI is therefore seen as an opportunity to enhance their skills, strengthen the authenticity of the relationship and increase customer satisfaction.
Persistent concerns and limitations
Despite these promising prospects, the discussions also highlight serious concerns. The first concerns data confidentiality. In an industry where trust and discretion are essential, the idea that information could circulate without control is worrying: ‘Every time you put something into AI, you're sharing it with the whole world,’ warns Daniel Doppler. The second risk is that of reliability: the famous ‘hallucinations’ of generative models could provide false information and seriously damage the image of a luxury brand. Finally, the impact on employment fuels mistrust.
Behind these reservations lies a central question: how can AI be adopted without distorting the customer experience or undermining teams? The phrase that often comes up questions this tension: ‘Is luxury compatible with AI?’ For many, the answer is conditional: yes, but only if AI remains a support tool, secure and integrated with discernment, in order to strengthen rather than weaken the identity of luxury.
On the strength of these discussions, the round table participants joined the rest of the guests on the rooftop of the Cheval Blanc Paris, where they were able to continue their exchanges with other professionals from the ultra-luxury MICE sector, in the presence of some fifteen partner hoteliers, including the Airelles group, MGallery Le Grand Hôtel Cabourg and MGallery Molitor Hotel & Spa, and the Grand Hôtel Stockholm. A few destinations were also represented, such as Saudi Arabia and Mauritius with Beachcomber Resort & Hotels. The evening continued with a classical music quartet, against the backdrop of the Eiffel Tower at sunset.
To get the new year off to a good start, the seventh edition of the Luxury Mice Club Leaders will take place on 12 January 2026 at the Shangri-La Paris.
 Daniel Doppler, Chairman of Quicktext and AI expert in the hospitality industry, spoke at the round table discussion.
Crédit photo © Charles Doisne / Luxury Mice Club Leaders
 Gérald Hampel, co-organiser of LMCL evenings, and the musical quartet, on the rooftop of Cheval Blanc Paris
Crédit photo © Charles Doisne / Luxury Mice Club Leaders
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