Matthias Brazel

Senior Director of Digital Ground Experience Lufthansa

CX Travel and Hospitality Exchange - Day 1

8:30 Panel Discussion | Adopting the Inevitable: Embrace AI to Drive Efficiency, Loyalty & Growth or Fall Behind?

Since the mainstream adoption of Gen AI in 2022 (the year ChatGPT was released to the public), AI is both revered and feared. Nonetheless, now that the travel & hospitality industry has had a few years to acclimatise to the ever-evolving phenomenon, AI doesn't cease in presenting infinite opportunities for efficiency gains. Therefore, how do we embrace the inevitable?

• While AI continues to present a challenge for online travel agencies, replacing a core selling point of the sector, in a world where we have no choice but to accept AI's innovations, how can OTA's, airlines, airports, and cruise lines embrace AI to survive?

• Which parts of customer experience require humans and which parts of the business do customers trust AI to handle?

• Should you take the plunge and integrate AI into all aspects of your customer experience at speed or implement a phased transition with a blend of manual operation and automated systems?

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

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