Explore the Future of the Web

Scaling the Concierge Experience

Nate Clinton

While drones deliver our purchases and cars drive themselves, there’s something special about the personal touch that only a one-on-one interaction with a human assistant can provide. It’s special because humans have expertise, empathy, and insight that robots lack. Unfortunately, the “concierge experience” is expensive to offer, and scales slowly. In this session, we’ll discuss how technology can help businesses leverage their experts to scale the concierge experience cheaply and effectively, without losing the human qualities that make it great.