Keynote Panel
September 20, 2026
Curating the Perfect Stay: AI, Hyper-Personalization, and the Future of Luxury Guest Experience
Luxury hospitality has always been defined by anticipation — the art of knowing what a guest wants before they ask. Artificial intelligence and data-driven personalization technologies are now promising to deliver exactly that, at scale and in real time. From AI-generated environments that adapt to individual preferences, to predictive analytics that shape every touchpoint of the guest journey, the luxury segment is being reshaped by tools that can process vast amounts of behavioral, emotional, and contextual data to craft seemingly bespoke experiences.
Yet the central tension remains unresolved: can a technology-mediated experience ever feel genuinely personal? Does algorithmic personalization enhance the sense of exclusivity that luxury consumers seek — or does it commodify it? And when AI begins to anticipate needs that guests have not yet consciously articulated, where does thoughtful service end and intrusion begin?
These questions are not confined to the hotel lobby. Across private clubs, golf resorts, and sport hospitality venues, the same forces are at work — and the stakes may be even higher. These are environments where membership, loyalty, and personal relationships form the very foundation of the value proposition. Introducing data-driven personalization into spaces built on human judgment and discretion raises distinct challenges that the broader luxury sector is only beginning to reckon with.
This panel brings together researchers and leaders who sit at the intersection of consumer behavior, luxury consumption, sport hospitality, and emerging technology to examine how AI is transforming the design of high-end guest experiences. Drawing on cutting-edge research into consumer well-being, cross-cultural differences in luxury consumption, leadership in service-intensive environments, and the organizational implications of digital intelligence, panelists will explore what the evidence tells us about how luxury guests actually respond to AI-enhanced service — and what operators risk losing if the human element is engineered away.
PANELISTS
Wan Yang, PhD, Professor
California State Polytechnic University
Dr. Wan Yang is the James A. Collins Distinguished Professor at the Collins College of Hospitality Management, California State Polytechnic University Pomona. An internationally recognized scholar, her research focuses on consumer psychology, well-being, and experiential consumption, with particular expertise in luxury consumption, services marketing, and cross-cultural consumer behavior. She has published extensively in leading journals such as Annals of Tourism Research, Tourism Management, Journal of Travel Research, International Journal of Hospitality Management, and Cornell Hospitality Quarterly, with over 50 peer-reviewed articles and more than 80 total publications and conference presentations.
Dr. Yang plays an active leadership role in the academic community. She is the Founding Managing Editor of the Journal of Hospitality and Tourism Horizons and has served as Associate Editor of the International Journal of Contemporary Hospitality Management since 2016. She has also contributed extensively to conference leadership, including serving as Marketing Track Chair for the Annual Graduate Conference in Hospitality and Tourism since 2013.
A sought-after keynote speaker and media contributor, Dr. Yang is known for translating research into impactful industry insights. Her recent engagements include a “State of the Industry” presentation at California State Polytechnic University Pomona and a keynote for the Hospitality Sales & Marketing SIG of the Council on Hotel, Restaurant, and Institutional Education. Her work has been featured in outlets such as WalletHub and MarketWatch Guides, where she brings academic perspectives to real-world hospitality and consumer trends.
Dr. Christopher Cain is the director of the PGA Golf Management program at UNLV and leader of the Dwaine Knight Center for Golf Management. He has been recognized nationally and locally by the PGA of America for bridging academia, industry, and service to the sport of golf in ways that continue to shape its future.
Cain has been a member of the PGA of America since 1999. At UNLV, he prepares students for careers in the golf industry, through mentoring, sports management education, and business practices within the golf and hospitality industries. An active participant in the national golf scene, his research is supported by over a million dollars in both contracts and grants. These include golf performance analytics and evaluating the links between gaming and skill improvement.
He’s been featured in academic outlets such as The Journal of Hospitality & Tourism Education, has appeared in PGA Magazine, and is the author of Golf’s Rebirth: Rapidly Evolving Applications in Hospitality and Sport Management.
Cain has served as the district director for the Southwest and Pacific Northwest Sections, chaired multiple national committees, and now serves on the PGA of America’s National Board of Directors and the PGA Foundation. He’s been recognized with honors such as Professional of the Year, Lifetime Achievement, and multiple PGA President’s Council awards.
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Chris Cain, PhD, Director & Professor
University of Nevada Las Vegas
Luana Nanu is an Assistant Professor in the School of Hospitality and Sport Management at the University of South Florida, where she has served since 2022. She also coordinates the M3 Center for Hospitality Technology and Innovation, collaborating with industry partners to advance research and innovation in hospitality and tourism.
She holds a PhD in Hospitality Management from Auburn University, a master’s degree from USF Sarasota-Manatee, and a bachelor’s degree from Antalya International University in Türkiye. Her international academic background informs her global perspective on hospitality education and research.
Dr. Nanu teaches courses in hospitality operations, technology, and lodging management, emphasizing practical application and industry relevance. Her research focuses on hospitality environments and consumer behavior, particularly how design and atmospheric elements influence guest experiences, satisfaction, and decision-making. Through her work, she aims to bridge academic research and industry practice while fostering innovative, student-centered learning.
Luana Nanu, PhD, Assistant Professor
University of South Florida