The jury is still out on the changes in the travel industry brought about by the pandemic that will remain once we see the back of the crisis.
What many agree upon is a new normal where elements, such as the flexibility around changes and cancellations, stay for the long haul.
In addition, the idea of personalization, talked about for years before the pandemic, now begins to really get traction.
During an Executive Interview at The Phocuswright Conference 2021, Noreen Henry, chief revenue officer of Sojern, comments on these trends as well as bigger picture developments around diversity and inclusion and sustainability.
She’s optimistic that the industry can make real progress in both areas.
On sustainability, for example, Henry says destinations, such as Puerto Rico, are changing the mindset when it comes to sustainable travel and targeting the right sort of travelers.
Meanwhile, as someone who has worked under three female CEOs, she has seen the impact good role models can have and believes that putting metrics and real accountability in place will really push the needle.
Henry, whose career has spanned many large travel companies and startups, also has some advice for travel startups on what to watch out for in these turbulent times.
Executive Interview: Sojern on diversity, sustainable travel and startups