Jane L. Levere:

Still, the question remains whether digital concierges can ever equal their human counterparts. Henry Harteveldt, travel analyst for Forrester Research, said he did not think they would. “Nothing will ever replace a face-to-face concierge,” he said. “A guest visiting a city for the first time will have a lot of questions and will need to have interaction with a concierge.”

This strikes me as something that an encyclopedia salesperson must have said. Speaking of — where’s my Britannica?


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