40 more
Opinion

From Efficiency to Inspiration - Transforming Travel Agencies

Remember travel agents, where we’d speak to an expert, explore options and book a trip? Not so long ago every community had several. They were part of the travelling experience, and the best ones made the complex and mysterious world of flights, tra...

Pete Champion
Pete Champion
Co-Founder and Managing Director, I-AM
I-AM
More in this category
Sales & Marketing
More in this category
Travel Technology
More like this
Pete Champion
by Pete Champion
6 January 2026I-AMSales & Marketing
I-AM
The Growth Code: Why Human Investment is the Ultimate Advantage in an AI Era
The Hotel Yearbook

The Growth Code: Why Human Investment is the Ultimate Advantage in an AI Era

As hotels race to automate, Tanja Stegmüller, co-founder of TRUSTmenti, makes the case that resilience will come from intentional hybridity: blending digital efficiency with human wisdom, global standards with local soul, and automation with empathy...

TRUSTmenti
More in this category
Human Resources
Hotel Yearbook
HYB article by Tanja Stegmüller
6 January 2026TRUSTmentiThe Hotel Yearbook 2026 - Annual Edition
The Growth Code: Why Human Investment is the Ultimate Advantage in an AI Era
Opinion

My Top CX Predictions for 2026 and How to Make Them Come True

It’s that time of year when I write articles featuring my customer service and customer experience predictions and trends. This year’s predictions were featured in two separate articles for my weekly Forbes column. For our subscribers and followers,...

Shep Hyken
Shep Hyken
Customer Service and Experience Expert, Keynote Speaker and Bestselling Author
Shepard Presentations, LLC.
More in this category
CRM & Loyalty
More like this
Shep Hyken
by Shep Hyken
5 January 2026Shepard Presentations, LLC.CRM & Loyalty
Shepard Presentations, LLC.
Closing the personalization gap: Why hotels still struggle to connect online promises with offline reality
The Hotel Yearbook

Closing the personalization gap: Why hotels still struggle to connect online promises with offline reality

Hotels have perfected AI powered personalization online, yet the experience often falls flat on property because guest insights stay trapped in fragmented systems and are not translated into simple, actionable cues for front line teams. Floor explai...

IN2 Consulting
More in this category
Information Technology
Hotel Yearbook
HYB article by Floor Bleeker
5 January 2026IN2 ConsultingThe Hotel Yearbook 2026 - Annual Edition
Closing the personalization gap: Why hotels still struggle to connect online promises with offline reality
50 First Dates with Support
Opinion

50 First Dates with Support

I’ve dealt with my fair share of SaaS support. The robotic scripts, the helpful agents, and the occasional genius buried behind a chatbot. So when a client claimed they couldn’t raise a support ticket, I didn’t believe them. I asked them to try agai...

Manuel Kuckenberger
Manuel Kuckenberger
Hospitality systems consultant
Manuel Kuckenberger e.U.
More in this category
Information Technology
More in this category
Chatbots, Robotics & AI
More like this
Manuel Kuckenberger
by Manuel Kuckenberger
5 January 2026Manuel Kuckenberger e.U.Information Technology
50 First Dates with Support
AI Adoption in Hospitality: Meet People Where They Are
The Hotel Yearbook

AI Adoption in Hospitality: Meet People Where They Are

AI may be rewriting hospitality’s playbook, but the toughest part of adoption is not the software, it is the quiet anxieties it triggers on the front line. By tracing three common fears that surface whenever AI enters the workplace, Lynn Zwibak show...

Zwibak | Commercial Strategy
More in this category
Sales & Marketing
Hotel Yearbook
HYB article by Lynn Zwibak
5 January 2026Zwibak | Commercial StrategyThe Hotel Yearbook 2026 - Annual Edition
AI Adoption in Hospitality: Meet People Where They Are