Championing Innovation at the Intersection of Hospitality and Technology

For Bill Caswell, innovation isn’t just a buzzword—it’s a throughline that connects every stage of his career. From his early days with Ritz-Carlton to his current role at Myridius, he’s approached hospitality with a keen eye for reinvention, a deep respect for guest experience, and a knack for translating technological complexity into meaningful, human-centered solutions.

Caswell’s journey into hospitality began with one of the industry’s most storied brands. “I started with Ritz-Carlton right out of college,” he recalls. “It was a company that didn’t just talk about service—it institutionalized it.” That culture of excellence was exemplified when the company became the first—and still only—hotel brand to win the prestigious Malcolm Baldrige National Quality Award, not once, but twice. The rigorous application process, which involved extensive documentation, site visits, and congressional validation, shaped his belief in systemic innovation and measurable impact.

Even as a young professional, Caswell gravitated toward big challenges. “We were doing what we now call personalization long before it became standard,” he says. “Back then, it was about using guest data to anticipate needs and create memorable experiences. That mindset stuck with me.”

It’s a mindset he’s carried over to his work at Myridius, a consulting firm built on the fusion of deep industry knowledge and advanced technology. The company’s name—a blend of “myriad” and “genius”—captures its mission to tackle complex digital challenges with intelligence and agility. “We realized that what set us apart wasn’t just our tech expertise,” Caswell explains. “It was that we also had people with decades of hospitality experience who knew how to apply that technology in practical, game-changing ways.”

Before joining Myridius, Caswell was with North Highland, a consulting firm that ultimately exited the hospitality sector after being acquired by a private equity firm. “Myridius was a competitor that we lost to more than once,” he says. “They had that unique combination of tech prowess and industry fluency, which is rare. For me, it was a perfect fit.”

Today, Caswell leads Myridius’s efforts in hospitality, including significant work in timeshare, hotel, restaurant, theme park, and cruise sectors. Under his leadership, the company has emerged as a pioneer in applied AI. “We’re not experimenting with AI—we’ve been using it for nearly four years,” he says. “That means we’ve had time to refine it, integrate it into our workflows, and make it useful for clients. We’re shrinking timelines, increasing productivity, and delivering better value.”

This practical approach to AI distinguishes Myridius from many firms still stuck in the “pilot project” phase. Caswell emphasizes that success with AI depends on two things: excellence and fluency. “You need to build a governance framework so AI is used ethically and effectively, and then you need to teach your people how to use it,” he explains. “The best implementations don’t replace people—they empower them.”

He points to AI-powered knowledge engines as a prime example. “Rather than using AI to eliminate call center roles, we’re using it to make those employees faster and smarter. The AI surfaces the right information at the right time, which shortens calls and improves satisfaction. It’s about amplifying human capabilities, not replacing them.”

A key enabler of Myridius’s AI work is its partnership with Databricks, a next-generation data platform that allows clients to manage and analyze data more dynamically. “Databricks gives us speed to market,” Caswell says. “It lets our clients turn data into insight and insight into action—whether that’s a personalized marketing offer or a faster service recovery.”

Despite his immersion in cutting-edge tech, Caswell never loses sight of the human element at the heart of hospitality. “At the end of the day, this is still a people business,” he says. “Whether it’s a timeshare owner or a hotel guest, they remember how you made them feel. Technology should enhance that—not get in the way.”

What excites him most about his work today is the breadth of challenges he gets to tackle. “I’m never bored,” he says. “One day we’re working with a restaurant group, the next it’s a theme park operator or a resort developer. And across all those sectors, we’re helping clients create better experiences—for their employees, their customers, and their bottom lines.”

Caswell also sees value in cross-industry pollination. “There are lessons timeshare companies can learn from quick-service restaurants, and vice versa. One of the best parts of my job is being the conduit for those ideas.”

Outside of the office, Caswell’s passion for discovery continues. A lifelong traveler, he has lived all over the world and recently checked off a bucket list item with a visit to the Kentucky Derby. “It was a blast,” he says. “My partner Shannon and I even coordinated outfits for the weekend.”

Raised in Laguna Beach, California, Caswell has always been drawn to the water. Now based in Florida, he makes regular pilgrimages to the coast to recharge. “I’m a beach guy through and through,” he says.

He’s also an automotive enthusiast with a particular fondness for Land Rovers. “It’s a hobby I picked up from my dad,” he shares. “I’ve imported them from places like Spain and Zimbabwe, and I’ve always got one in the garage. It’s a great way to unplug.”

Whether he’s restoring a vintage SUV or leading a team through a digital transformation, Caswell brings the same spirit of curiosity and craftsmanship. And for those lucky enough to cross paths with him in the ARDA community, don’t be surprised if the conversation veers from AI strategy to classic cars or coastal getaways. With Bill Caswell, there’s always more than meets the eye. He’s not just driving innovation—he’s rebuilding the engine.