Name: Why Marriott's Most Valuable Resource Isn't Technology
Uploaded: 2026-07-31T13:00:00Z
Duration: 1 min 1 s
Description: Marriott International CEO Anthony Capuano discusses balancing technological advancements with the need for human connection. He emphasizes that technology should be used to create capacity, but people remain the company's most valuable resource.

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Marriott International CEO Anthony Capuano discusses balancing technological advancements with the need for human connection. He emphasizes that technology should be used to create capacity, but people remain the company's most valuable resource. Photo: Maurizio Martorana for The Wall Street Journal

https://m.wsj.net/video/20260727/33caa148-4706-4ad0-995d-2cab6ec10361/1/hls/manifest-hd-wifi.m3u8

Marriott International CEO Anthony Capuano discusses balancing technological advancements with the need for human connection. He emphasizes that technology should be used to create capacity, but people remain the company's most valuable resource.

Why Marriott's Most Valuable Resource Isn't Technology

We're in the human connection business, and I worry sometimes that that gets lost in all this exciting discussion about technology. Because we're headquartered in Washington, we get lots and lots of student groups that cycle through. Usually they spend a day on Capitol Hill and then a day visiting some of the big employers in the market. Maybe a year ago, I had a group of MIT grad students, and they finished their day with us, and I did an hour Q&A with them. And this one young man stood up, very bright, and he said, "In the world of advances in robotics, and AI, and machine learning, and all these things, can you envision a day in the future where you could run a hotel with no employees?" And my visceral reaction was, "I sure hope not."

Yeah.

Right? Because we are in the human connection business. So we need to be tech-enabled. We need tech to drive efficiency. We need tech to create capacity. But we're an asset-light model. The most valuable resource we have is our people.

Is people

The WSJ Leadership Institute Presents: Leaders. A new podcast series bringing you revealing conversations with top executives shaping business today. Hosted by Alan Murray, president of the WSJ Leadership Institute, the series goes beyond headlines to explore how leadership really works in times of upheaval, transformation, and uncertainty. Our first episode was released Monday, Sept. 22, at 5:00 a.m. ET, with new episodes every other Monday.