Customer Experience Archives

What 67% Of Guests Say About Hotel Products or Service Recommendations

WHAT 67% OF GUESTS SAY ABOUT HOTEL PRODUCTS OR SERVICE RECOMMENDATIONS WHY AI STILL STRUGGLES TO PERSONALIZE – AND WHY THAT MATTERS IN HOSPITALITY By John Smallwood, President of Travel Outlook, May 2025 In the race to automate, the hospitality …

73% of Consumers Say This About Hotel AI & the Customer Experience

The Complexities of Empathy & Hotel AI 73% OF CONSUMERS SAY THIS ABOUT AI & THE CUSTOMER EXPERIENCE By John Smallwood, President of Travel OutlookApril 2025 In our recent article, “Cost-Effective AI Solutions for a Complex Market,” we explored how …