From large corporations to startups, from finance to hospitality, Jolie Fleming has led technology transformation across many teams and industries. Throughout it all, her throughline has been staying focused on solving a clear problem and blocking out the noise.
As a Skift IDEA Awards judge, Fleming brings that cross-industry lens to every entry: a preference for ideas that start not with chatter on the pace of innovation, but with a clear solution to a real problem and a recognition that the technology itself is often the easiest piece to get right.
We spoke with her about the lessons that have carried across industries, what has surprised her about bringing AI into a global hotel operation, and where she sees the next phase of hospitality tech heading.
Skift: What is one initiative or approach you’re most proud of that has positively impacted your business or the guest experience your partners can offer?
Fleming: One lesson that has stayed with me, regardless of the industry, is that technology always needs to be focused on solving a real business problem. It’s easy, especially right now, to get caught up in the pace of innovation and what you want to avoid is building for the sake of building. The most successful transformations I’ve led, whether in financial services or hospitality, start with a very clear understanding of the problem you’re trying to solve, a shared goal, and specificity around what success looks like.
Skift: What has surprised you most about bringing AI into a global hotel operation? Or where do you see the biggest opportunity for AI to make a real difference — for guests, for hotel teams, or for owners?
Fleming: The biggest surprise – or reminder – is that the technology itself isn’t always the hardest part. It’s the change that comes with it. You’re asking teams around the world to work in new ways, to trust new tools, and to rethink how they operate day-to-day. For leaders, you are asking them to navigate a period of unknowns, where they may not have all the answers on how to guide teams. And that really puts the focus on culture, education, and how you bring people along on that journey. The technology is only one part of the equation.
Skift: What trends do you think will define the next phase of hospitality/hospitality tech, and which ones is IHG most focused on?
Fleming: We’re entering a phase where hospitality tech is defined less by individual tools and more by how seamlessly everything connects across the guest journey and hotel operations. The biggest shifts are toward more conversational, AI-driven experiences, deeper end-to-end personalization, and greater productivity through automation.
At IHG, we talk about being ‘high tech and high touch.’ Technology should simplify and enhance the experience – but never replace the human connection at the heart of hospitality. The goal is to meet guests how they want to engage, while giving our teams the tools to deliver truly personal, memorable experiences.
Skift IDEA Awards
Rena joins the judging panel for the 2026 Skift IDEA Awards, which recognize the most innovative ideas across travel. Winning signals that an idea has met the standard of someone who has operated at the problem’s center, not from its periphery. Get your entry in front of the judges today.
source
