The author outlines 10 CX trends for 2026, emphasizing proactive service, AI integration, and treating employees like customers.
The article argues intelligent systems will transform hotels from manual operations to autonomous workflows, enabling staff to focus on human connection rather than administrative tasks.
TRAVHOTECH offers five strategic priorities for hospitality leaders to focus on during the first weeks of the year to ensure meaningful improvement and competitive advantage.
The author argues that effective support requires users to provide clear context about what broke, their intent, and what they've tried, using hospitality analogies to illustrate communication gaps.
The piece argues digital transformation optimized old hotel processes without reimagining hospitality, while AI forces a philosophical shift toward anticipatory service.
The article advocates for quarterly roadmap reviews and emphasizes that AI disruption requires CIOs to prioritize agility over long-term planning.
The article uses emergency department analogies to explain agentic AI architecture and warns that rapid adoption without proper governance creates compliance and cost risks.
The article examines strategic implementation of AI-powered personalization engines and experience marketplaces to enhance guest autonomy while maintaining human hospitality touchpoints.
SoftwareSuggest awarded roommaster based on verified reviews and interface quality for its all-in-one hotel management platform.
deLuna Hotels implements Canary's AI-powered platform across its portfolio, adding real-time messaging in 100+ languages and mobile check-in capabilities.
The 63-room castle property near Berlin will implement Mews' cloud platform across PMS, POS, RMS and housekeeping operations.
Ipsos survey of 1,169 German hotel guests reveals 42% frustrated by check-in lines yet only 13% prefer digital keys, showing resistance to tech solutions.
The article explores how AI agents will automate hotel bookings from intent to confirmation, potentially disrupting traditional OTA models and requiring hotels to modernize their tech infrastructure.
Efteling's four hotel properties now use Mews' API to deliver digital room keys, automated check-in, and integrated park access through mobile devices.
MMGY surveyed 3,774 travelers across six Latin American markets, finding Brazilians and Mexicans lead spending at $5,200+ annually while prioritizing safety over price.
Jordi Caralt, Corporate GM of Hidden Hotels with 30+ years experience, discusses transforming luxury hospitality through emotional connections, authentic experiences, and values-driven leadership over material excess.
Pertlink launches AI-focused playbooks for housekeeping, engineering, culinary, HR, and management teams after 25 years in hospitality technology.
Enterprise architects must shift from stable application design to managing AI agents that execute business processes, requiring new governance models and complexity management.
The five-stage framework helps hotels benchmark their evolution from manual pricing to fully autonomous AI systems that negotiate directly with digital travel agents.
CHTA shares insights from Barbados forum covering climate resilience, digital transformation, direct booking strategies, and workforce innovation as priorities for Caribbean hotels.