Dylan Thuras highlighted how to empower locals and visitors to uncover remarkable “hidden gems” — obscure experiences or locations that every destination possesses. Dylan recommended that destinations look for their own hidden gems by finding new ways to engage with and empower locals and visitors to share their favorite spots. 

Vanessa Sain-Dieguez spoke about the global hotel group’s journey to embrace both “high tech” and “high touch” with the extensive use of social media and artificial intelligence (AI) across their customer service. Vanessa highlighted that with effective and committed staff training and support, complete technology novices can be turned into effective communicators using solutions such as social media. 

Varune Harnarine highlighted the dramatic pace of change in the online travel experience and the central importance of both mobile and AI in serving visitors. Varune highlighted Google’s three core themes in developing improved travel content and features: Better Discovery, More Personalization and Universal Assistance.