In a time of rapid digital change, travel and hospitality leaders are being called to drive innovation while keeping people at the centre. This session explores how GMs and executives are leading tech adoption — from AI to CRM — while building agile, high-performing teams ready for the future.

We bring you excerpts from the panel discussion on the topic ‘Human-Led, Tech-Enabled: Leading Travel Through Transformation’ taking place at TDM Global Summit Singapore 2025.

The session is moderated by Gary Bowerman, co-founder of High-Yield Tourism. Panelists include:

• John Flood, CEO of Archipelago Hotels
• Gavin Faull, Chairman and President of Swiss-Belhotel International
• Suyin Lee, Managing Director of Discova (A Flight Centre Company)
• Yingtse Chen Ouw, Deputy COO, Asia - Premium Midscale & Economy of Accor

In post-pandemic Asian markets, the entire industry is both transforming and fragmenting. Gary Bowerman led the discussion with the question, “How is your role as a leader changing accordingly?”.

Yingtse Chen Ouw remarked, “I think chat GPT is seeing 800 million active users, yet the industry is still operating on legacy models, with teams adopting technology at different paces. This paradox is exciting because technology is enabling us to achieve what we’ve never done before.”

Time Fragmentation John Flood pointed out, “We need to continually learn and train, as managers struggle to keep up with the pace of change.”

Yingtse Chen Ouw added, “As leaders, we have to operate in a space where decisions must be made quickly, even with incomplete data. Technology has become essential in this volatility.”

Talent Management Suyin Lee expressed, “I’m Gen X and feel endangered in my organization. I’ve been educating myself about AI and tech, which is crucial for leading a workplace post-pandemic where we’ve lost a lot of experience.”

Gary looked into AI Strategy, Automation, Talent Management, or Shifting Traveler Expectations as potential future challenges for organizations. Suyin Lee noted, “The job I want in five years may not exist in its current form. Thus, we focus on nurturing soft skills in younger talents.”

Equip, Grow, and Empower with AI Yingtse Chen Ouw stated, “Salesforce found 80% of employees view AI as a creative tool. We have a plan for everyone, whether they embrace technology or resist it.”

Keeping Motivation High Gavin Faull emphasized the importance of leadership in motivating staff, indicating that outsourcing and technology support could enhance productivity, focus, and profits.

Yingtse Chen Ouw also reiterated how rapidly changing customer expectations require adaptability and differentiation in service offerings.