From AI and automation to integrated booking ecosystems, technology is reinventing the way travel brands engage customers. This session brings together travel tech leaders to discuss personalization, operational efficiency, platform connectivity, and the digital tools reshaping service.
We bring you excerpts from the panel discussion on the topic ‘Connected Journeys: How Tech is Rebuilding Trust, Speed & Loyalty’ taking place at TDM Global Summit Singapore 2025.
The session is moderated by Edward Wright, CMP, Regional Vice President, Asia, Hospitality Hong Kong, Amadeus. Panellists include: Sanghamitra Bose, Vice President, Traveller Care, American Express Global Business Travel; Deepshikha Sehgal, Head of Lodging, Round & Sea - APAC, Sabre; Steven Hopkinson, SVP APAC, Shiji; Johnson Ong, Regional Director SEA (Ex. Malaysia & Thailand) and Oceania, Trip.com Group.
The travel industry has always been about connection—connecting people to places, cultures, and experiences. But in today’s digital-first world, that connection increasingly depends on technology. From AI-driven personalization to integrated booking ecosystems, tech is not just a support tool—it’s the backbone of how we deliver trust, speed, and loyalty to travelers.
The panellists explored how innovations in automation, data, and platform connectivity are reshaping the traveller experience.
Personalisation & Trust
With AI-driven personalization becoming the norm, Edward queried the panellists on how travel brands can ensure that these experiences feel authentic and not intrusive? How transparency in data usage can play a role in rebuilding traveller trust.
Trust is absolutely critical
Johnson said: “So whatever we recommend to the guests, it is based on the information that the guests have supplied to us. We give back to them things that are relatable to their previous behaviours and historical bookings. Trust is absolutely critical.”
Make the journey simple…
Sanghamitra spoke about the expectations for a seamless travel experience within a defined framework set by clients’ travel program goals, stressing the importance of maintaining simplicity and using AI for data management and personal travel profiles.
AI fuelling the growth of next-generation personalisation
Deepshikha stated: “Meaningful personalization must be built on accurate, extensive data, secured under conditions of privacy. At Sabre, we focus on this foundation, ensuring transparency and security, ultimately fostering user confidence to share more data.”
The discussion also delved into the necessity of moving towards cloud solutions, the current industry movements, and the future shift from generative AI to more action-oriented technologies targeting bookability in 2026.
