Luke Cuthbertson

Head of CX Consulting Practice Route 101

CX Travel and Hospitality Exchange - Day 2

9:10 Fireside Chat | The Invisible Travel Experience: When the Best Service is No Service

Travellers expect bookings, journeys and disruptions to take care of themselves. When they have to get in touch, something has already gone wrong. As AI, automation, and journey orchestration continue to evolve, are we moving towards a future where the best customer experience is one the customer never has to think about?

• Can travel brands predict customer needs before contact is made and how much avoidable demand can be removed through proactive service?

• Where does AI add genuine value, and where does human interaction still matter most?

• How do you deliver personalised experiences without adding complexity?

Check out the incredible speaker line-up to see who will be joining Luke.

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