In a recent American Express study, 95% of surveyed travellers said AI could improve their trips. The message is clear: travellers want services that understand them, adapt in real time, and add value at every step.
Voice, in particular, is becoming a vital interface, offering hands-free ease and natural interaction when it matters most.
This report explores five key trends shaping the future of the industry:
- AI Genies: AI is ramping up, meaning brands have an opportunity to embrace the latest GenAI-powered assistants, or AI Genies.
- Serendipity Seekers: algorithms continue to predict behaviours and wants, brands need to respond with in-the-moment interactions that flex with their customer’s mood.
- Rooted Roads: customers are craving authentic and cultural experiences; voice and AI technologies can help brands provide humanised, meaningful support.
- Right to Roam: underrepresented travellers are redefining inclusive travel; AI and voice solutions enable experiences tailored to audience needs, identities, and expectations.
- Signature Stays: the travel industry is moving towards real-time personalisation; AI solutions that use contextual signals and data can help inform intuitive, personal experiences.
Together, these trends reveal how behavioural shifts and emerging technologies are redefining how people plan, book, explore, and engage with the world around them. Each trend is paired with strategic opportunities and concrete examples to help organisations respond with purpose.
Join us as we take a deep dive into how travel and hospitality brands, such as Airbnb, Air India, Marriott, and more, use AI and voice solutions to keep up with shifting consumer expectations.
of global consumers say a brand’s ability to surprise and delight in unexpected ways is key to winning their loyalty.