The tourism leaders who attended the MarketHub Americas by Hotelbeds reported that artificial intelligence and technology will be their main strategic priority for 2023.
A survey of nearly 500 event attendees revealed that 32% plan to embrace AI and technology above anything else this year. Followed by 28% of companies that plan to innovate more. The survey found that 13% plan to offer a more personalized service, 11% plan to create and use more data, and 9% plan to focus on connected travel.
“AI has become the hot topic in the travel industry, but it is a tool that Hotelbeds has been using for some time, especially to help with customer service through chatbots,” said Nicolas. Huss, CEO of Hotelbeds. “There is no question that the entire travel ecosystem can benefit from this technology. You can not only improve customer service, but also provide a superior personalized experience by remembering preferences and automatically implementing them each time someone books their next trip.”
Attendees heard how AI and machine learning are simplifying customer travel decisions, reducing time to purchase, and enhancing personalized offers throughout the travel journey. For travel companies, meanwhile, automating low-priority tasks frees up time for the human workforce, which can be used to add more value to their customers.
This was supported by @hotel and NH Hotel Group (part of Minor), as both companies expressed at the conference the importance they believe it will have, not only this year, but also in the years to come.
“Technology is helping us improve guest services. We offer our customers frictionless personalized experiences while delivering operational efficiencies,” said Diana Marin, SVP-Sales and Distribution at NH Hotel Group (part of Minor). "AI is also used to predict trends, thanks to powerful algorithms, to analyze data from various sources. What comes next is right there."
Konrad Walliszewski, CEO of @hotel, added: “There is no doubt that AI is disruptive in the world of travel, but it is too early to say by how much. It's not just about using AI and machine learning to make all employees more productive – you're missing out if you do just that. It will soon become the new norm, but it is moving so fast that we all need to be aware.”
MarketHub Americas is an invitation-only event attended by top Hotelbeds partners from all key source markets throughout the region.