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Lulu Raghavan is the Managing Director of Landor Mumbai and has been at Landor for the past 18 years.

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Future winners and losers in hospitality will be determined based on how much they embrace digital to transform every aspect of their brand to create new, personalized, carefully curated and meaningfully differentiated emotional experiences for guests, write Landor’s Lulu Raghavan and Cornell’s Chekitan S.