From AI to evolving demographics, so much was discussed at WiT Singapore this year. The event kicked off the ‘Next Generation’ and gathered the brightest minds in travel, tech, and innovation to explore the future of travel and hospitality. Global leaders and industry giants got together to discuss and debate everything from generative AI to the shifting dynamics of customer behavior, and everything in between. In this video, a new format we’re trying out, we cover a few key takeaways from the biggest travel tech event in Asia.
Technology as a Value Driver – From Gen AI to Gen UI
As always, technology was the main theme throughout the event, and one of the most significant shifts discussed was how generative AI has evolved from being an experimental tool to an essential part of both backend operations and customer-facing products. Agoda’s CTO, Idan Zalzberg, explained how technology can become a value driver rather than a cost center. He also emphasized the distinction between being a “tech company that does travel” versus “a travel company with some tech.” Ittai Chorev, Agoda’s chief product officer, added that the company cannot build new products quickly or adjust to customer needs if they were not, essentially, a tech company.
Empathy in Product Design
The focus on the customer experience has never been more critical, and empathy is now at the center of product design in travel. Adrienne Enggist from Booking.com, highlighted how generative AI has changed the way we engage with travelers, enabling platforms to understand and respond to their emotional needs better than ever before.
She also said Asia-Pacific’s rapid technological advancements have given companies in the region a competitive edge.
Go Deep, Be Cautious, Take Small Steps
When it comes to integrating AI, companies like Ascott and Agoda have developed unique strategies for leveraging AI effectively while remaining cautious. Agoda’s approach focuses on empowering staff and gathering deep, contextual data to enhance user experiences, while Ascott’s “Attract, Convert, Close, Delight” model are all about small wins that build trust and pave the way for larger-scale innovations.
China – A Different Pace, A Different Story
China’s rapid pace of AI innovation was another hot topic at WiT Singapore. Amy Wei from Trip.com Group spoke about how Chinese companies are leveraging AI to redefine travel planning. She also explained how Trip.com is creating a seamless user experience by implementing AI-driven tools that increase engagement and drive conversions.
Social Commerce Takes Off
Shortform video content is everything these days, content is king and it’s becoming a powerful driver of inspiration and bookings in the travel space. Platforms like TikTok and YouTube are now using social commerce features to close the gap between inspiration and action. And at the same time, travel brands like Expedia and Klook are working with influencers to create curated, shoppable experiences for their audiences.
The Shift from Where to Why – Experiences Driving Travel
Finally, one of the most exciting shifts in travel is how experiences are now driving destination choices. Younger travelers are increasingly planning trips based on unique activities instead of specific locations.
On the ground, platforms like Seek Sophie are their data to make trips more connected and meaningful by promoting unique experiences off-the-beaten-path. And above ground – way, way above ground – this trend has even extended into space tourism, with companies offering experiences like balloon rides all the way to Virgin Galactic flights – and making them more accessible to the public than ever before.