The travel landscape in Asia is changing, driven by the resurgence following the pandemic and advancements in artificial intelligence.
In a recent discussion, Schubert Lou, CEO of Trip.com, emphasized how these developments are setting the stage for a new wave of innovation in the travel sector.
“We have a relatively younger population in Asia that is tech-savvy and more willing to adopt new tech and offerings than in other markets.”
“We have a relatively younger population in Asia that is tech-savvy and more willing to adopt new tech and offerings than in other markets.”
Lou believes that companies such as DJI and BYD are already demonstrating how Asia can address challenges with innovative solutions. He predicts that the same transformation will occur in travel as AI begins to influence supply and demand dynamics.
AI’s Role in Travel Services
Trip.com has started incorporating AI-driven tools to enhance its operations. Lou explained, “We are integrating AI across our product and service operations, particularly in handling customer inquiries and refunds.” He noted that a future with AI will not eliminate human roles but will create collaborative environments where both humans and AI can thrive.
Caroline Bergstrom, Head of Ancillary Products at SAS, mentioned advancements towards seamless travel experiences by leveraging AI for personalized customer interactions. She envisions a centralized platform where travelers can book all aspects of their journey in one place.
“We likely know precisely what the customer wants for their journey”
“We likely know precisely what the customer wants for their journey”
With over 50% of bookings coming from direct channels, SAS is also enhancing customer loyalty initiatives.
Meanwhile, Andrew Smith from Agoda remarked on the positive impact of television shows like The White Lotus on Thailand’s tourism, and its significant increase in visitor interest, noting how essential it is for hoteliers to cater to diverse traveler demographics.
Lastly, Siew Hoon, founder of WiT, humorously reflected on the omnipresence of the White Lotus phenomenon, showcasing its cultural impact even far from its original setting.
“Clearly, I’m the outlier here — immune (or resistant) to the White Lotus effect.”
“Clearly, I’m the outlier here — immune (or resistant) to the White Lotus effect.”
