Hospitality skills can help all businesses adapt to the AI revolution

Hospitality skills can help all businesses adapt to the AI revolution

Futuristic delivery robot navigating an empty outdoor plaza, symbolizing modern innovation and mobility. By Kindel Media via pexels

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Why hospitality skills can help all businesses adapt to the AI revolution

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Drazen Zigic/Shutterstock

Alisha Ali, Sheffield Hallam University; Lisa Wyld, Buckinghamshire New University, and Maria Gebbels, University of Greenwich

The future of work is being rewritten by artificial intelligence (AI) – but technology competence alone will not be enough to empower the workforce of the future. While AI has massive potential to improve efficiency, accuracy and productivity in the workplace, it’s less clear how it will evolve to foster the person-centred concerns that all businesses face.

The human-centred skills found in the hospitality sector (empathy, creativity, adaptability, kindness, resilience and cultural intelligence) have been shown to be strategic assets in AI deployment in the workplace – things like chatbots or virtual assistants. They also remain the hardest skills to replicate in and by AI.

These qualities are not just soft skills – they should be at the heart of all customer service businesses. They enable employees to turn routine interactions into memorable experiences through emotional connection and the anticipation of customers’ needs. For now at least, AI is ill-equipped to manage this.

These hospitality skills matter for all businesses – not just those in the sector. In a world of evolving AI, they can help organisations ensure that the human touch is not lost. And investing in these skills can also drive profitability.

The UK hospitality sector leads the Social Productivity Index, a metric that measures the broader social value of industries beyond just how much revenue they make. Hospitality is the third-largest employer in the UK and the top employer of under-25s, part-time workers and minority groups. It also contributes £93 billion to the UK economy annually, accounting for 3% of GDP.

As such, investing in hospitality skills is critical to driving economic growth and building more resilient, people-centred workplaces. These skills are essential for things like creating a welcoming environment or navigating complex and changing business demands. There is a need for all businesses to prioritise these skills alongside their use of AI.

ai chatbot conversation on a phone screen
Efficient… but impersonal.
Tero Vesalainen/Shutterstock

By 2030, industries such as banking, healthcare and retail are expected to rely heavily on agentic AI (those systems that can solve complex problems in real time) to interact with customers. These industries lean heavily on efficiency, compliance and product knowledge – which are important – but they leave little room for genuine emotional engagement.

Many businesses are using chatbots and virtual concierges to resolve customers’ problems. Hospitality skills can help to determine which customer concerns can be dealt with by AI and which need to have the human touch. Similarly, AI can manage staff and rotas, but it cannot judge uncertainty or consider the impact of decisions on staff.

Hospitality comes into its own in terms of personalisation and cultural sensitivity. These skills are not just add-ons; rather they are the glue that holds great customer experiences together. Multilingual greetings, tailoring menus to cultural norms, spotting unspoken needs and other small touches all build loyalty.

Good hospitality professionals do not just serve, they anticipate, adapt and make people feel seen. Emotional intelligence and emotional labour are embedded into hospitality roles, with staff trained to manage emotions and respond with empathy.

The ‘what’ and the ‘why’ of business

In an era where technology handles the “what”, hospitality skills can deliver the “why” – that is, the meaning behind the interaction. And when transferred to sectors that also rely heavily on these strengths, such as healthcare, hospitality skills can provide great opportunities for career change or progression.

We suggest three ways organisations can embrace hospitality skills alongside AI to future-proof their talent pool.

First, staff training should be designed to combine both AI knowledge and the deep connectivity of hospitality skills. This training should encompass how businesses expect staff to engage with AI, as well as how hospitality skills can be fused to support and enhance their customers’ experience.

While AI can process data and do transactions, it cannot truly care, comfort or create trust. These are crucial measures in ensuring that the human element does not fade into the background.

Second, by investing in hospitality skills, businesses can concentrate more effectively on the customer journey and improve the efficiency of their service. For example, while AI can provide prompts on what to say, it cannot offer genuine comfort to a dissatisfied customer. Hospitality skills are essential to deliver those messages effectively and with care.

These skills help businesses to understand customer management, flow and touchpoints (points of interaction). This in turn strengthens the connection between AI and the customer experience as they interact to deliver a warm welcome.

Third, in developing AI for business use, hospitality skills will become core to the training process in order to improve the customer experience. This kind of hospitality training can transform business services from being standardised and short-termist to those that focus on building a lasting relationship with the customer.

For example, using banking apps, customers receive automatic suggestions on loans, mortgage updates or new accounts. But it is the staff’s hospitality skills that ensure these recommendations are presented with warmth and a genuine understanding of customers’ needs. This delivers experiences using AI but also conveys personalised customer service.

Businesses that engage with hospitality skills will not only navigate the AI revolution, but lead it. By combining AI-driven efficiency with the kind of skills that encourage genuine human connection, they can deliver streamlined services while making customers feel valued. In other words, technology can enhance, not replace, the human touch.The Conversation

Alisha Ali, Associate Professor, Department of Service Sector Management, Sheffield Hallam University; Lisa Wyld, Professor of Hospitality Innovation and Leadership, Buckinghamshire New University, and Maria Gebbels, Associate professor in hospitality, University of Greenwich

This article is republished from The Conversation under a Creative Commons license. Read the original article.

 

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The Conversation

We’re all part of sustainability’s elitism problem

We’re all part of sustainability’s elitism problem

Aerial view of Lyon with modern skyscrapers and classic architecture at sunset. By Bastien Neves via pexels

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Why we’re all part of sustainability’s elitism problem

The industry’s obsession with jargon, metrics and elite interests undermines its core mission.

In Trellis on 26 January 2026
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Does your company spend a lot of time talking about inclusivity while not paying a living wage? Source: Julia Vann, Trellis Group

Key Takeaways:

  • Sustainability has an elitism problem, often characterized by obscure jargon and esoteric debates.
  • By focusing on complex reporting frameworks and jargon, the industry fails to include the public or small businesses.
  • Fixing this elitism requires focusing on dignity, fairness and fundamental actions like paying a living wage.

Browse social media on any given day and you’ll notice a glaring disconnect. At a casual glance, the news reveals a polycrisis defined by geopolitical instability, growing inequality, environmental degradation and social polarization.

In response, corporations generate inspiring content, breathless invitations to bring your whole self to work and C-suite-bylined advertorials peppered with sustainability jargon but lacking in substance. Meanwhile, sustainability practitioners remain embroiled in esoteric debates over climate accounting or impact measurement, all suffused with a broad, inchoate rage against ‘the system’.

You can tell that sustainability is in trouble simply by the fact that numerous articles keep insistently telling us it’s alive and well. But I’m sure you, like us, have numerous examples (or personal experience) where sustainability is being quietly rebranded, shuffled to a less influential location on the organizational chart or quashed outright.

Just five years ago, sustainability was framed as “the right thing to do,” with a watertight win-win business case. Shareholder primacy was seen as regressive and we were all confident that stakeholder capitalism was proceeding inexorably.

Now, sustainability is fractious, politicized and besieged. The political headwinds are real and blowing harder by the day. Doubling down and resisting this criticism is a natural reaction, and where much of the sustainability community is, quite naturally, focusing. We understand; it’s exasperating to hear more critiques from the very people that ought to be on your ‘side.’

But, there’s little prospect of countering all this criticism, or framing a compelling path forward, unless we acknowledge our own part in getting to this point. (For the avoidance of doubt, the authors of this piece fully acknowledge that we are also part of this problem!)

The elite capture of sustainability 

To understand how we helped fuel  the current situation, let’s start with the idea of elite capture. This  happens when privileged individuals and organizations appropriate tangible and intangible resources for their own benefit. Think of prominent NGOs that spend more time writing grants and presenting in boardrooms than actually helping communities on the ground. The term was first used in the context of foreign aid and more recently has been applied to the social and political realm of ideas, knowledge, expertise, data, brands, and networks.

In 2025, Musa Al-Gharbi published We Have Never Been Woke, in which he identifies a dominant class he calls ‘symbolic capitalists.’ These are professionals who work with ideas, data, and narratives — journalists, academics, tech workers and non-profit leaders. While symbolic capitalists tend to emphasize egalitarianism and social justice, they’re the primary beneficiaries of the systems of inequality they claim to oppose. Sustainability practitioners sit squarely in this category because sustainability has an elitism problem and it takes several forms.

On the most basic level, we see it when organizations spend a lot of time talking about inequality, climate change and other sustainability concerns, but stop short of taking concrete actions to address these issues. Are you spending a lot of time talking about inclusive communities, while your company doesn’t pay a living wage?

Next, we see an obsession with obscure, alienating terminology. Sustainability professionals  love to joke about reporting overload and three-letter acronyms, but it isn’t funny. This is a way to make the ideas impenetrable and technical, so that there are professional opportunities for interpreters, in the form of advisors and consultants. Yes, issues like climate change are scientific and technical, but tackling climate change is, above all, a question of social and political organization. If we can’t bring people along with us, all the measurement frameworks in the world aren’t going to help.

Another problem: assessments, certifications and reporting frameworks are squarely designed for the benefit and use of large, Western multinationals. These companies have the capacity and budget to gather and report data, often after hiring expensive communication consultants.

Little thought has been given to the needs and priorities of smaller businesses, let alone businesses in developing countries. While the drivers behind measuring Scope 3 emissions, to take just one example, are real and understandable, this is also a way to impose controls, costs and liability on smaller and less powerful suppliers. Also, isn’t it a little weird to think of American businesses lecturing companies in Brazil and India on issues like plastic waste?

Open doors or brick walls

It’s important to ask if the corridors of power lead to open doors or brick walls. For example, it’s common to argue that it’s the responsibility of the sustainability team to cover ‘stakeholder engagement’. Implicit in this argument is the notion that if you can delegate responsibility for those inconvenient, annoying, value-sucking stakeholders to a relatively powerless team, the rest of the company is free to focus on its primary goal — maintaining shareholder value.

Even worse, the powerless team in question is highly selective about which stakeholders it deems worthy of attention. We might focus, for example, on a cocoa farmer in West Africa or a factory worker in Bangladesh. To be sure, these human beings are at the forefront of environmental and social risk, and need concrete help. But, when it comes to less photogenic examples, such as coal workers in Pennsylvania or meatpackers in the Midwest, we tend to dismiss their fears of losing jobs and livelihoods, or even frame them as climate deniers.

In short, it’s no wonder many ordinary people consider sustainability to be an irrelevant, elitist waste of money and time. In fact, stakeholders are savvy enough to see when a business is intentionally creating a distracting aura around something. Building trust shouldn’t be treated as a metric, but rather the outcome of consistent actions over time.

Beginning to fix elitism

As a start, we might focus on whether a business pays a living wage to its workers and contractors. We might also focus on employee ownership models, and look more closely at incentive and reward structures. If these efforts lack credibility, perhaps the social impact or community engagement programming is just a virtue-signaling effort.

We might also focus more intently on what a company’s government relations and lobbying efforts look like, and to what degree the company is facilitating or encouraging the political practices its sustainability report aims to tackle.

We might also acknowledge and give credit to the companies that are honest about failure and complexity, and approach neat, curated accounts of achievements with much more skepticism. We might even look at how much effort and budget is spent measuring and reporting issues, rather than addressing them.

Most of all, we might stop lecturing and educating, and start listening and learning. What do organizations in emerging markets have to teach large, Western multinationals? What can we do to avoid dumping responsibility and liability onto suppliers and communities at the forefront of the problems we caused?

As many of the core underlying assumptions behind sustainability continue to dissolve, it’s time for more reflection, more plain language and a direct focus on fairness, basic dignity and respect. There isn’t a simple way out of the political mire, but this would be a good start.

The power of youth in co-creating education

The power of youth in co-creating education

Modern creative workspace with colorful decor in Dublin’s co-working hub. Ideal for collaboration. By Lorna Pauli via pexels

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The power of youth in co-creating education

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No Image

By Salah Khaled

In Kuwait Times 22 january 2026

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Today, as we mark the International Day of Education 2026, we celebrate a principle that lies at the heart of UNESCO’s mission: education is a fundamental human right, a public good, and a shared responsibility. This year’s theme, ‘The power of youth in co-creating education,’ reminds us that young people are not only recipients of education systems—they are partners, innovators, and essential actors in shaping their future.

Across the Gulf States and Yemen, youth represent an extraordinary source of creativity, resilience, and determination. With more than half of the global population now under the age of 30, their leadership is pivotal in driving progress toward peaceful, just, and inclusive societies. Yet too many young people continue to face challenges—poverty, inequality, and limited access to quality learning opportunities—that prevent them from fully exercising their potential. UNESCO reiterates that empowering youth must go beyond consultation; it requires ensuring their meaningful engagement throughout the entire policymaking and implementation cycle.

This year, UNESCO will release a new global measurement that tracks youth participation in educational legislation and policymaking. Developed by the Global Education Report team in partnership with the UN Youth Office, this initiative reflects our collective commitment to holding systems accountable for the pledges made during the Transforming Education Summit and in the Pact for the Future. It provides governments with concrete evidence to strengthen mechanisms that amplify youth voices at national, regional, and global levels.

The Gulf States and Yemen are experiencing rapid technological, social, and economic transformation. These shifts present new opportunities to rethink how education systems prepare young people for futures marked by innovation, sustainability, and digital fluency. UNESCO calls for investing in learning environments that nurture critical thinking, civic engagement, and problem-solving—skills essential for navigating a world being reshaped by technological revolutions. Today’s global challenges require re-imagined education systems co-designed with young people, not for them.

We also recognize and commend the leadership of young people across this region who are already co-creating solutions—supporting peers in crisis-affected contexts, contributing to community learning initiatives, driving digital innovation, and championing sustainability. Their stories reaffirm a simple truth: when youth are meaningfully engaged, education becomes more inclusive, relevant, and future ready.

On this International Day of Education, I encourage educators, civil society organizations, and all partners to join UNESCO in placing youth at the center of educational transformation. Let us commit to systems that listen to young people, invest in their participation, and champion their leadership. Empowering youth is not only a pathway to stronger education systems—it is an investment in peace, prosperity, and humanity’s shared future.

NOTE: Salah Khaled is Director, UNESCO Regional Office for the Gulf States and Yemen. He has made the statement on the occasion of the International Day of Education 2026.

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Why AI has not led to mass unemployment

Why AI has not led to mass unemployment

Lightspring/Shutterstock

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Why AI has not led to mass unemployment

Renaud Foucart, Lancaster University  

Senior Lecturer in Economics, Lancaster University Management School.

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People have become used to living with AI fairly quickly. ChatGPT is barely three years old, but has changed the way many of us communicate or deal with large amounts of information.

It has also led to serious concerns about jobs. For if machines become better than people at reading complex legal texts, or translating languages, or presenting arguments, won’t those old fashioned human employees become irrelevant? Surely mass unemployment is on the horizon?

Yet, when we look at the big numbers of the economy, this is not what’s happening.

Unemployment in the EU is at a historical low of around 6%, half the level of ten years ago. In the UK, it is even lower, at 5.1%, roughly the level of the booming early 2000s, and it is even lower again (4.4%) in the US.

The reason why there are still so many jobs is that while technology does make some human enterprise obsolete, it also creates new kinds of work to be done.

It’s happened before. In 1800 for example, around a third of British workers were farmers. Now the proportion working in agriculture is around 1%.

The automation of agriculture allowed the country to be a leader in the industrial revolution.

Or more recently, after the first ATM in the world was unveiled by Barclays in London in 1967, there were fears that staff at high street bank branches would disappear.

The opposite turned out to be the case. In the US, over the 30-year period of ATM growth, the number of bank tellers actually increased by 10%. ATMs made it cheaper to open bank branches (because they needed fewer tellers) and more communities gained access to financial services.

Only now, with a bank on every phone, is the number of high street bank staff in steep decline.

An imposition?

But yes, AI will take away some jobs. A third of Americans worry they will lose theirs to AI, and many of them will be right.

But since the industrial revolution, the world has seen a flow of innovations, sustaining an unprecedented exponential economic growth.

AI, like the computer, the internet, the railways, or electric appliances, is a slow revolution. It will gradually change habits, but in doing so, provide opportunities for new businesses to emerge.

And just as there has been no immediate AI boom when it comes to economic growth, there is no immediate shift in employment. What we see instead are largely firms using AI as an excuse for standard job cutting exercises. This then leads to a different question about how AI will change how meaningful our jobs are and how much money we earn.

With technology, it can go either way.

Bank tellers became more valuable with the arrival of ATMs because instead of just counting money, they could offer advice. And in 2016, Geoff Hinton, a major figure in the development of of AI, recommended that the world “should stop training radiologists” because robots were getting better than humans at analysing images.

Ten years later, demand for radiologists in the US is at a record high. Using AI to analyse images has made the job more valuable, not less, because radiologists can treat more patients (most of whom probably want to deal with a human)

So as a worker, what you want to find is a job where the machines make you more productive – not one where you become a servant to the machines.

Fist bump between human and robotic fists.

Working together. Summit Art Creations/Shutterstock

Any inequality?

Another question raised by AI is whether it will reduce or increase the inequality between workers.

At first, many thought that allowing everyone to access an AI assistant with skills in processing information or clear communication would decrease earning inequality. But other recent research found the opposite, with highly skilled entrepreneurs gaining the most from having access to AI support.

One reason for this is that taking advice is itself a skill. In my own research with colleagues, we found that giving chess players top-quality advice does little to close the gap between the best and the worst – because lower-ability players were less likely to follow high-quality advice.

And perhaps that’s the biggest risk AI brings. That some people benefit from it much more than others.

In that situation, there might be one group which uses AI to manage their everyday lives, but find themselves stuck in low-productivity jobs with no prospect of a decent salary. And another smaller group of privileged, well-educated workers who thrive by controlling the machines and the wealth they create.

Every technological revolution in history has made the world richer, healthier and more comfortable. But transitions are always hard. What matters next is how societies can help everyone to be the boss of the machines – not their servants.The Conversation

Renaud Foucart, Senior Lecturer in Economics, Lancaster University Management School, Lancaster University

This article is republished from The Conversation under a Creative Commons license. Read the original article.

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Why smart cities must become integrated urban ecosystems

Why smart cities must become integrated urban ecosystems

Buildings, illuminated, water, nature, waterfront, skyscrapers, skyline, city lights, cityscape, city view, urban, urban landscape, metropolitan, Dubai city, lights, night, reflection, night photography by Pexels via pixabay

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Why smart cities must become integrated urban ecosystems

Built Environment and Infrastructure

Cities are now at the centre of humanity’s social, economic and environmental future.

By :

This article is part of: World Economic Forum Annual Meeting
  • Nearly half of the world’s population lives in urban areas, with nearly 4 billion people calling cities home.
  • As urban populations continue to grow, cities face challenges such as ageing infrastructure and rising demand for energy.
  • Innovation and collaboration are key to building integrated smart cities for a more sustainable and connected world.

The future of cities depends on the reinvention of how we envision, build and operate communities. We are embracing that responsibility with optimism and a firm belief that integrated smart cities can create a more sustainable and connected world.

Cities across the world are going through a period of profound transformation. According to the United Nations, approximately 45% of the global population lives in urban areas in 2025, with nearly 4 billion people calling cities home.

This represents an extraordinary shift from just decades ago. Cities are now at the centre of humanity’s social, economic and environmental future. As urban populations continue to grow, cities face mounting challenges, including ageing infrastructure, rapidly rising demand for energy, and ever-changing human expectations for digital connectivity and an increased quality of life.

As a result, smart cities have naturally become an important focal point for many sectors, but discussions still remain dominated by technology companies. While digital platforms, internet of things (IoT) devices and AI are all essential components of urban innovation, they alone cannot constitute the complex machine that is the modern city.

Smart cities rely on interplay of multiple systems

Urban environments inevitably rely on the interplay of infrastructure, energy, buildings, mobility and water management – systems that must be conceived, built and operated with precision and long-term stewardship. This is why we, at GS E&C, believe that the future of smart cities requires not only technological innovation, but also the deep engineering, construction and operational expertise that firms like ours have been refining for decades.

The construction industry is at an inflection point, as well. The traditional EPC model – design, build and hand over – no longer aligns with how modern cities function or what today’s society demands. Buildings and infrastructure now generate continuous data.

For example, housing systems interact dynamically with energy and environmental conditions, and people increasingly expect personalized services embedded throughout their daily lives. The boundary between digital and physical systems has blurred, transforming cities into networks that change and evolve in real time.

This convergence reveals a fundamental strategic direction for us. Construction firms must evolve into long-term service providers. The future of urban development lies not in isolated projects, but in integrated ecosystems that require continuous operation and innovation through reinvention.

Urgent need to reshape how urban systems impact environment

The need for this shift is underscored by an urgent global reality. According to the United Nations Environment Programme (UNEP), the construction sector consumes 34% of global energy and accounts for 37% of global carbon dioxide (CO₂) emissions.

Operational emissions from buildings alone reached nearly 9.8 billion tons of CO₂ in 2023. This means that everything in this industry, from the materials we use to the way we operate buildings and infrastructure, is imperative to addressing climate change.

Cities occupy just a small fraction of Earth’s land mass, yet their energy use and emissions will determine the trajectory of the whole planet. Firms like ours have a responsibility – and simultaneously, an extraordinary opportunity – to reshape how urban systems impact the environment.

This evolution is the foundation of our strategic transformation. We aim to shift from a project-based general contractor to a total service provider capable of integrating planning, construction, technology and long-term operation. Our goal is to create urban environments that are not only more efficient and sustainable, but also more connected and resilient.

Integrated vision redefines how smart cities work

To guide this transition, GS E&C developed Life Weaver, the company’s integrated vision for smart cities. Life Weaver is more than just a technological blueprint; it is a new philosophy for how cities should function.

It rests on five principles: harmonized flow of energy, mobility and data; innovation emerging from urban challenges; invisible technology that enhances human desires and creativity; ecological co-evolution with natural systems; and integrated experiences that dissolve the boundaries between services and spaces.

These principles redefine what a city can be – an adaptive ecosystem that is both sustainable and intuitive. Life Weaver envisions urban environments where energy circulates cleanly and efficiently, mobility networks reduce friction and services anticipate the needs of the residents. Technology becomes a seamless backdrop, empowering people without overwhelming them.

To make this vision a reality, we are working on building the capabilities required for operating smart cities. Our Zero Energy City frameworks integrate renewable power generation, energy storage systems and energy prosumers – who produce and consume their own energy – to achieve net zero.

Meanwhile, our smart home and IoT platforms create secure and connected living environments that are capable of automation and personalization. We will work to advance digital twins, data platforms and cybersecurity infrastructures to ensure that cities can be well managed as coherent, intelligent systems.

Our investment arm plays a critical role in this picture, as well. We collaborate with startups in AI, robotics, renewable energy and advanced materials to accelerate innovation. Partnerships with leading academic institutions, including Korea Advanced Institute of Science and Technology (KAIST), enable us to study, test and deploy new solutions in real environments.

Why smart cities must improve human experience

Yet, at the heart of our vision remains people. The ultimate goal of smart cities must be to improve human experience. Smart cities should reduce energy costs, enhance safety, create cleaner environments and shorten commutes. They should enable healthy lifestyles, support vulnerable populations and foster a greater sense of community. They need to be inclusive places where technology adapts to the lives of people – not the other way around.

As cities become the primary setting of global life – accounting for nearly half of the world population and over 80% of global GDP according to the International Energy Agency (IEA) – their success will define our collective future. This is why transformation towards integrated smart cities matters. It is not simply technological innovation, but rather, an imperative for society.

No single sector can accomplish this alone. Smart cities require collaboration across construction, technology, energy, mobility, academia, the public sector and governments. GS E&C is committed to leading through such partnerships and redefining what it means to build – not just for today, but for future generations as well.

The future of cities depends on the reinvention of how we envision, build and operate communities. We are embracing that responsibility with optimism and a firm belief that integrated smart cities can create a more sustainable and connected world.

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