Mykhaylo Hnatyev

Director of Relationships & Growth ELEKS

CX Travel and Hospitality Exchange - Day 1

14:05 Mind the CX Gap: Closing the Distance Between AI Ambition & Operational Reality

Every travel and hospitality brand has an AI roadmap, but many are discovering that implementing AI is the easy part, making it deliver meaningful customer outcomes is far more difficult. Fragmented data, legacy technology, unclear governance, and misplaced automation can quickly create friction rather than remove it. Explore how organisations can bridge the gap between customer expectations and operational reality, ensuring AI becomes a driver of exceptional experiences rather than technical debt.

• Learn how you can determine whether your AI initiatives are genuinely improving customer experience rather than simply creating new operational complexity

• Gain insights about where AI should take the lead, and where human intervention is still essential to build trust, empathy and customer loyalty

• Explore whether your customer data foundation is strong enough to support truly personalised experiences, or whether fragmented customer identities are limiting AI's potential

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

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