Customer Relationship Management

From Our Partners / Technology

Hotels and innovation—keeping guests and staff center stage

By Chelsea Salamone - Thayer Investment Partners | September 17, 2025

Ultimately, hospitality tech must never lose sight of the human element inherent in a terrific guest experience. Read More

Opinion / Online

How travel giants, banks are rewriting the rules of customer loyalty

By Mario Gavira | September 16, 2025

Travel companies are transforming into financial services platforms, banks are morphing into travel agencies and loyalty programs are becoming sophisticated investment vehicles. Read More

News / Online

Fragmented data, siloed systems: How hotels can move forward

By Abby Crotty | September 11, 2025

A recent study found 49% of hoteliers struggle to access data they need for revenue and operational decisions. Read More

Interview / Startups

Startup Stage: Maison wants to use AI to provide seamless asssitance for guests

By Abby Crotty | August 28, 2025

Maison offers an AI operating system for hotels and hospitality systems, giving guests access to 24/7 customer service via a chatbot. Read More

News / Online

Addressing rising customer acquisition costs in travel

By Abby Crotty | August 21, 2025

According to a survey of approximately 270 respondents across the travel industry, customer acquisition costs were up approximately 35% from 2022 to 2025, while customer lifetime value was up just 4.5%.... Read More

From Our Partners / Online

Decoding online shopping: Travel and hospitality consumer trends for 2025

By AB Tasty | August 18, 2025

Find out where consumers get inspiration for new travel plans, what leads them to abandon their cart or booking, what types of AI tools can make the online experience easier and more. Read More

News / Technology

PhocusWire's weekly travel tech news briefs: OYO, Hostaway, Duffel and more...

By PhocusWire | August 8, 2025

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

News / Technology

The evolution of CRM in hotels

By Linda Fox | August 1, 2025

Executives from Penta Hotels and Smart Host discussed customer relationship management and the challenges of merging legacy data with new data in the PhocusWire studio. Read More

News / Technology

European hotels show interest in AI but gaps remain

By Abby Crotty | July 11, 2025

A survey of over 1,500 European hotels confirmed there is interest in AI, but uptake is stalled by practical challenges. Read More

News / Technology

AI for hoteliers: What we heard at HITEC 2025

By Abby Crotty | July 7, 2025

Industry professionals shared their thoughts on how AI is being used in the hotel sector—and why hoteliers are hesitant to really dive in. Read More

News / Technology

TravelTech Show names Acai winner of Trailblazer Awards

By Morgan Hines | July 3, 2025

Acai competed with four other finalists, including Spark, Trawelt, Travel Intelligence and Zetexa, in a “Dragons’ Den” style travel technology innovation showcase. Read More

News / Technology

Chatlyn lands €8M to improve hotel-guest communication

By Linda Fox | June 26, 2025

The guest communication specialist plans to use the funds for geographic expansion, recruitment and to drive product innovation. Read More

News / Online

Canary Technologies secures $80M to scale AI capabilities

By Abby Crotty | June 12, 2025

The latest round of funding brings the company's total valuation to $600 million. Read More

News / Online

CRM platform Tern acquires travel advisor services provider Lucia

By Morgan Hines | June 11, 2025

Lucia’s team will become part of Tern, with Grace Van Hollebeke, founder and CEO of Lucia, becoming the company's head of marketing and services. Read More