Customer Relationship Management

News / Technology

Where hotel AI ambitions meet structural reality

By Morgan Hines | June 9, 2026

Executives from Choice, Minor and Ascott discuss AI implementation strategies and share how they are navigating existing tech stacks. Read More

News / Technology

PhocusWire's travel tech news briefs: Airbnb, Yotel, IHG and more...

By PhocusWire | June 5, 2026

Keep up with all the latest people, partner and product news from around the global travel industry. Read More

News / Technology

PhocusWire's travel tech news briefs: TUI Group, Mews, CarTrawler, Sabre and more...

By PhocusWire | May 29, 2026

Keep up with all the latest people, partner and product news from around the global travel industry. Read More

Opinion / Technology

Why hoteliers should not vibe code their own software

By Jordan Hollander - HotelTechReport | May 27, 2026

HotelTechReport.com co-founder Jordan Hollander argues that while AI coding tools can support hotel operations, building proprietary core systems is a distraction from revenue-driving... Read More

News / Technology

MSC Cruises adds AI concierge to mobile app

By Cathy Walsh | May 7, 2026

The tool, available in more than 90 languages, can answer guest questions and handle tasks such as restaurant reservations, spa bookings and shore excursions. Read More

News / Finance

Smartness raises €47M Series B for lodging AI growth

By Cathy Walsh | May 5, 2026

The Italy-based lodging technology provider aims to expand across Europe through organic growth and acquisitions. Read More

News / Online

Travel loyalty has a customer measurement problem—payments data is the fix

By Prashant Shah - Galileo Financial Technologies | April 27, 2026

Prashant Shah, VP of product management at Galileo Financial Technologies, argues travel loyalty programs must use payments data beyond credit cards to identify and retain high-value customers. Read More

Interview / Startups

Startup Stage: First Wave AI automates hotel guest communications and revenue intelligence

By Cathy Walsh | April 20, 2026

The startup offers an AI platform that manages guest interactions across channels while providing staff support and operational insights. Read More

News / Technology

The biggest AI skills gap hotel teams can't afford to ignore

By Florian Montag - Apaleo | April 17, 2026

Florian Montag, SVP of revenue at Apaleo, argues that hotels must close the AI skills gap to adopt agentic AI successfully. Read More

News / Technology

AI reshapes luxury travel—but human expertise remains essential

By Marisa Garcia | April 14, 2026

AI is reshaping luxury travel through behind-the-scenes efficiency and personalization, but human expertise and high-touch service remain central. Read More

News / Technology

Mirai rebuilds booking engine for conversational, agent-driven travel

By Cathy Walsh | April 8, 2026

The platform reflects a shift toward AI-ready infrastructure as travel systems adapt to conversational booking and AI interactions. Read More

Opinion / Technology

The 3 phases of AI adoption—and why some travel companies fall short

By Ragnar Fjölnisson - Kaptio | April 6, 2026

Ragnar Fjölnisson, the co-founder and CTO of Kaptio, explains why integrated platforms bringing together data, workflows and decision logic will win the next phase of AI development. Read More

Interview / Startups

Startup Stage: Q Concierge positions voice AI as core hotel infrastructure

By Cathy Walsh | March 23, 2026

Q Concierge’s voice AI platform acts as a 24/7 digital front desk, helping hotels capture missed bookings, respond instantly to guests and streamline operations. Read More

Opinion / Technology

Agentic AI could do for travel what Amazon did for online shopping

By Aviel Siman-Tov - Oversee | March 11, 2026

Aviel Siman-Tov, CEO and co-founder of Oversee (formerly FairFly), discusses how agentic AI could transform travel companies’ response to disruption. Read More