From AI agents to front desk: How to personalize the guest experience with both
The podcast explores bridging the gap between guest data collection and actionable insights, examining how AI agents will transform travel booking and personalization.
Personalization has been every hotelier’s goal for years. But the challenge isn’t whether you have guest data, it’s whether you can actually use it when it matters.
In this episode of Hotel Moment, Revinate CMO Karen Stephens sits down with Chris Koehler, CMO at Twilio, to dig into why data acquisition — not data collection — is the real barrier to better guest experiences. They explore the growing gap between how brands think they engage with customers and how guests actually experience it — And how to close that gap with clean, connected guest profiles that give teams the context they need across every touchpoint.
They also look ahead to how AI will reshape the travel journey, from trip planning to booking. As AI agents become part of how guests interact with brands, hotels with the most accessible, unified guest data will be best positioned to personalize experiences and build lasting loyalty.
The future of hospitality personalization starts with getting your data ready to work for you.
Meet your host
Karen Stephens
As Chief Marketing Officer at Revinate, Karen is focused on driving long-term growth by building Revinate’s brand equity, product marketing, and customer acquisition strategies. Her deep connections with hospitality industry leaders play a key role in crafting strategic partnerships. Karen has more than 25 years of expertise in global hospitality technology and online distribution — including managing global accounts in travel and hospitality organizations such as Travelocity and lastminute.com
As the host of The Hotel Moment podcast, she interviews top players in the hospitality industry. Karen has been with Revinate for over 11 years, leading our global GTM teams. Her most recent transition was from Chief Revenue Officer, where she led the team in their highest booking quarter to date in Q4 2023.
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About Revinate
Revinate is a direct booking platform that leads the hospitality industry in driving direct revenue and increased profitability.
Our products and our people combine to give hoteliers the superpowers they need to crush their goals. With Revinate, hoteliers shift share away from OTAs and drive tangible results across an individual property or a portfolio. Our industry-leading, AI-powered customer data platform collects, unifies, and synthesizes data to give hoteliers a foundational advantage.
Hoteliers gain critical intelligence — guest lifetime spend, stay preferences, ancillary revenue, and more. With Revinate's Rich Guest Profiles™ data, hoteliers don't need to guess who their most profitable guests are or struggle to drive conversions across email, voice, messaging, and digital channels.
Revinate's direct booking platform and omnichannel communication technology powers 1.1 billion Rich Guest Profiles across 12,500+ hotels to drive over $24 billion in direct revenue.
Media Contact
Media Team
Media team | Revinate [email protected] +1 415 671 4703