In Phocus
In Phocus is a regular dissection of the news, issues and trends in travel and technology, featuring interviews with industry executives and entrepreneurs and hosted by PhocusWire editors. Check back weekly for new episodes.
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MOST RECENT EPISODES
The power of data and AI for effective distribution and digital marketing in hospitality with Cloudbeds and Mirai
September 24, 2024
The fact that many hoteliers have an ambivalent relationship with online travel agencies is nothing new. The push and pull of appreciating the OTAs for their ability to capture bookings while also begrudging the fact they control access to those guests’ data and also may employ tactics that inhibit the hotels’ commercial efforts are ongoing sources of frustration.
News out of Spain in August put a spotlight on these issues when a regulatory agency there imposed a more than €413 million fine on Booking.com for actions it said have imposed “unfair commercial conditions” on hotels in that country.
But today hoteliers have a myriad of options for their distribution strategies, and by effectively using technology to capture, connect and analyze guest data they can take action to create a great experience for guests and more revenue for their properties.
That was one of the key messages in a discussion with Cloudbeds vice president of strategic partnerships Sebastien Leitner and Javier Delgado, managing partner and EMEA CEO at Mirai, in the PhocusWire studio at the Phocuswright Europe event in June.
Watch the full interview here
Experience industry leaders still see room to grow in changing landscape
September 17, 2024
The growing importance of experiences in the travel industry has been an ongoing discussion since the fallout from COVID-19. And while there have been no signs of travelers’ appetite for experiences slowing down, at what point does it peak?
That was a question kicked around by experts in the field during the Phocuswright Europe event in Barcelona this summer. Sarah Dines, chief commercial officer at Viator, referred to projections that the segment would be worth $350 billion by the end of 2028, about a hundred billion more than it is today.
“I think there probably is a ceiling at some point, someday, but we’re very, very, far from that at this point,” Dines said. “What we see in our own business is an increasing number of activities being done by travelers while they’re on one trip. The number of things that people are doing , and the amount of money they’re spending on experiences is continuing to grow.”
Dines was joined during an interview in the Phocuswright Studio by Laurens Leurink, the CEO at Tiqets, and Travis Pittman, CEO of TourRadar. They echoed her viewpoint.
Read and watch the full interview here.
CEO Spotlight: Jeff Kim of Yanolja Cloud
September 10, 2024
The CEO of Yanolja Cloud joins Mitra Sorrells to talk about the opportunities in growing the cloud business, how additional acquisitions can boost future growth in global business and how consolidation can be an additional engine for growth.
Yanolja takes a three pronged approach to global reach and creating solutions for customers, which include subscriptions in cloud software, transactions through the API business and data solutions backed by AI.
CEO Spotlight: Steve Singh of Spotnana
September 3, 2024
Steve Singh wears many hats. He was announced as CEO of Spotnana in June, adding to his existing roles of executive chairman of Direct Travel, Troop, Spotnana and Center as well as other technology companies. He is also managing director at Madrona Venture Group, which has invested in Direct Travel, Spotnana and Troop.
Singh continues to pursue his vision of a "Perfect Trip," something he has talked about since his Concur days. His most recent investment, through Madrona, is in business travel AI assistant, Otto.
In a recent interview with PhocusWire, Singh discussed the significance of the investment as well as whether he still sees opportunities for startups in the corporate travel world.
He touched on wider market dynamics, including the travel distribution landscape, the various approaches from carriers and what he might do if he was an airline CEO.
Singh also spoke about why he has remained in travel, what experience he gained from running Concur for about a decade that he might apply to Direct Travel and Spotnana and whether there are any bets he might have missed out on.
Watch the full interview here.
CEO Spotlight: David Woolenberg of Duetto
August 27, 2024
The hospitality industry is in the midst of a transition from legacy, on-property technology to cloud-based solutions that drive efficiency and personalization at scale.
Founded in 2012, San Francisco-based Duetto provides hotels and resorts with cloud-based software to optimize and automate pricing, forecasting and group business products to drive revenue, demand and guest experience.
The company said more than 6,000 properties in more than 60 countries use its applications, including GameChanger for pricing, ScoreBoard for intelligent reporting, BlockBuster for contracted-business optimization and OpenSpace (formerly MiceRate) for revenue management of meeting and event spaces.
In June, private equity firm GrowthCurve Capital acquired Duetto for an undisclosed amount from affiliates of Warbug Pincus and other shareholders.
In a wide-ranging interview with PhocusWire editor in chief Mitra Sorrells, Duetto CEO David Woolenberg discussed the acquisition and how it is helping to accelerate Duetto’s investments in innovation and specifically its use of artificial intelligence.
Watch the interview here.
Latin America super app Rappi on using its travel products to drive loyalty with Guido Becher
August 20, 2024
It’s been nearly a year since Latin America super app Rappi kicked off its partnership with Marriott in Mexico, enabling loyalty members of both brands to link their accounts to earn and burn points for purchases through either brand.
The integration has since extended to Rappi users in Colombia, Chile, Peru, Brazil, Argentina and Uruguay, and Rappi global head of travel, Guido Becher, said they are learning quite a bit about user behavior and fine-tuning their messaging to personalize the offering.
“We thought at the beginning … we had a clear audience of the Bonvoy members and the Rappi Pro users, but we identified very interesting cohorts within. The younger generations are more into points and more price sensitive, and the older generation or those with other interests, the perks and other benefits were more important to them.”
As the company continues to develop its work with Marriott, it is also developing loyalty partnerships with airlines such as LATAM and banks in the region, to bring those users into its travel vertical and also to generate business across Rappi’s other products and services.
In the discussion in the PhocusWire studio at Phocuswright Europe, Becher also discussed the company’s growth plans, how it vast repository of customer data – many that use the app multiple times each week – is helping it provide inspiration and personalization, and why Latin America is similar to Asia when it comes to customer behavior.
Watch the interview here.
Winners, wipeouts and travel tech bets: M&A in travel
August 13, 2024
Merger and acquisition activity has been increasing in the travel technology world. Recent headlines bear out the trend and the figures back it up. There are a number of companies focused on a travel technology roll-up that is seeing smaller players and some startups find a bigger home. But what is driving the increased activity? Are valuations more realistic and what are those acquiring companies and investors looking for?
Discussing the travel M&A trend, CEO of Juniper Group Jaime Sastre described the acquisitions as “part of our core growth and development where we’re going to acquire strategic assets that have potential synergies with other companies we have. But we do acquisitions not just for synergies but because we are capital allocators, we have a philosophy of buy and hold forever.”
He was joined in the PhocusWire Studio at Phocuswright Europe 2024 by Rita Lei, partner at MCF Corporate Finance, which advised Sweden’s Visit Group when PSG Equity became majority shareholder last year.
In a conversation with PhocusWire's Linda Fox, Sastre and Lei discuss travel a resetting in terms of valuations, where they are placing their bets and more.
Watch the interview here
The importance of small wins in developing a long-term AI strategy
August 6, 2024
Cesc Vilanova and Riky Vittoria have both been working with artificial intelligence and its application to travel for many years. In 2014, Vilanova co-founded Sam, an AI-powered virtual travel assistant that was acquired by Flight Centre Travel Group in 2018. In 2015, Vittoria co-founded 30SecondstoFly, an AI-powered booking engine that Amex GBT acquired in 2020.
Last year both started new companies focused on helping companies put AI to work – Vilanova’s Agent Studio and Vittoria’s Acai Travel, a PhocusWire Hot 25 Travel Startup for 2024.
In a conversation in the PhocusWire studio at Phocuswright Europe, Vilanova and Vittoria offer practical tips for travel industry stakeholders who are determining how to put AI into action.
“What really delivers the best ROI in the smallest amount of time is to select these smaller wins that can be highly deployable,” Vittoria said.
The two also share their take on autonomous agents – “The expectation is that more and more software products won’t require users to click on buttons,” Vilanova said.
Watch the PhocusWire Studio interview here.
Rand Fishkin of SparkToro on Google and digital marketing strategies
July 30, 2024
Figuring out the most effective ways to use Google to drive traffic and conversions is a fundamental task for anyone working in digital marketing. And it’s particularly high on the to-do list for marketers working in B2C travel, who pour billions of dollars into Google and other channels each year. In 2023, the combined sales and marketing spend of four of the largest online travel agencies – Airbnb, Booking Holdings, Expedia Group and Trip.com Group – was $16.8 billion, up from $14 billion the prior year.
So naturally any data and insights about Google and search trends overall get noticed by travel stakeholders. In May a leak of Google’s internal documents shed light on the functionality of the search giant’s algorithms that determine site visibility.
And in July digital marketing expert Rand Fishkin published the 2024 edition of his analysis of consumer search behavior on Google. Fishkin is the co-founder and CEO of SparkToro, which provides audience research tools and insights to help marketers better understand how to reach their target audience.
In his latest analysis of Google search behavior, Fishkin found that for every 1,000 Google searches, in the United States only 360 go to a non-Google-owned, non-Google-ad-paying property – what Fishkin calls the “open web.” The figure for searches originating in the European Union is slightly higher – 374 of 1,000. In the U.S., nearly 30% of all clicks go to platforms Google owns, including Google Maps, Google Flights, Google Hotels, YouTube and more.
We invited Fishkin to talk to PhocusWire about this study and in particular what travel marketers should learn from the data. In a wide-ranging discussion he shared more about the analysis, and why zero-click content is so important. He also offered advice for travel marketers on how digital marketing will change in the years to come – and why a focus on brand building is critical as attribution-centric models become less relevant. And Fishkin offered his thoughts on large language models and how they may impact search.
Read the full article and watch the interview here.
How verifiable credentials and digital identity will transform travel with Indicio and Travlr ID
July 23, 2024
For those working to develop verifiable credentials, digital identity wallets and the rules and systems to support these products, there is little doubt that travel – as well as many other parts of everyday life - is on the verge of a fundamental, radical shift.
It’s a shift that will put more control in the hands of travelers while enabling suppliers and intermediaries to better know who they are dealing with and therefore provide more relevant offers – all while removing existing friction points in the travel journey.
PhocusWire's Mitra Sorrells talked to Gee Mann, founder & CEO, TravlrID and Heather Dahl, co-founder & CEO, Indicio to discuss digital identity in action, as Indicio is working with SITA and the government of Aruba to enable travelers to the island to pre-authorize their arrival border crossing before they even leave their departure airport.
“This is no longer a technical challenge, this is a change management challenge in the industry,” Dahl said.
Read the full article here, which includes coverage from Phocuswright Europe sessions on digital identity.
The startup scene with TravelTech.vc, Curated Planet and Legends
July 16, 2024
There are plenty of important factors to consider while starting a company.
And while having a plan, raising money and honing in on a mission and clear messaging are of importance, there's an element that experts agree is equally as crucial: choosing an advisory board.
Alex Gisbert, general partner of TravelTech.vc, said the practice of having an advisory board has become more common - and is a good thing for startup founders.
"Everyone should be thinking, who are actually my advisors? Who can I call?" said Gisbert.
And that relationship is a two-way street; advisors are also learning from founders, Gisbert said during an executive panel interview focused on the startup scene in the PhocusWire Studio at Phocuswright Europe last month. Gisbert was joined by Stephanie Daniel, co-founder and CEO of Legends, a PhocusWire Hot 25 Travel Startup for 2024, and Benjamin Sann, founder of Curated Planet.
Read the article and watch the interview here.
CEO Spotlight: Nadia Omer of AirAsia MOVE
July 12, 2024
AirAsia MOVE is an online travel agency launched in 2020 as a subsidiary of AirAsia, now known as Capital A. Based in Southeast Asia, the online travel agency offers bookings from more than 700 airlines and more than 900,000 hotels worldwide, plus ride-hailing, insurance, dining and financial services through BigPay.
Air Asia MOVE CEO Nadia Omer talks to PhocusWire editor in chief Mitra Sorrells about adopting new technologies like Gen AI and blockchain, its new trip manager and social stream community within the app, how human interaction is key to the super app concept in Asia and more.
Read the article here.
Finding a balance between airlines’ NDC plans and corporate travel needs
July 9, 2024
By the time of last month’s Phocuswright Europe conference in Barcelona, the need for a balance between a more modern approach that would meet customers’ evolving expectations for online retailing while giving businesses the control they need to manage travel expenses was clear to Puck Voorneveld, senior director of distribution and payment transformation at Lufthansa Group, and Michael Harbin, president and CEO of travel tech provider Traverse Technologies.
“From a Lufthansa Group perspective, we haven’t changed our strategy or road ahead,” Voorneveld said during an discussion with Harbin in the PhocusWire studios. “We are committed to NDC and modern airline retailing as such. … Of course, we cannot leave business travel behind.”
Harbin agreed. “You’ve got to meet the traveler, the customer, the corporation, where they are,” he said. “You can’t make them jump through hoops or over different bridges.”
The discussion also covered artificial intelligence, airlines’ approach to coping with an increase of disruptive weather events, among other topics. When asked about the best use cases of AI in the sector, both experts pointed to customer service.
Watch the interview here.
Investment trends with F Prime Capital and Lufthansa Innovation Hub
July 2, 2024
Gaurav Tuli, partner at F Prime Capital and Anna Schneider, senior research and intelligence analyst at the Lufthansa Innovation Hub, talk to PhocusWire senior reporter Morgan Hines in the PhocusWire studio at Phocuswright Europe 2024.
Tuli and Schneider covered the latest trends in funding, the big factors that impact how VCs invest and how the current landscape looks more like a recovery phase than a correction phase.
"We're seeing great companies actually get funded now and we're starting to wash through a lot of the noise and aftermath of the last two years, which were very difficult. But some phenomenal companies in travel and outside of travel are getting funded today", said Tuli.
Schneider added that "industry pain points aren't going away and it's always helpful to also have an optimistic outlook going forward ... because there are niches where innovation needs to happen."
Watch the interview here.
Sustainability sensibilities with Travalyst and Weeva
June 25, 2024
As companies seek to help travelers determine how to identify sustainable options and help businesses understand how to operate, certification has become something of an important - yet murky - area.
“There is a ton going on in certification,” said Sally Davey, CEO of Travalyst.
The lack of clarity is not new. Plenty of small and large players have taken shots at removing the haze. Startups have popped up with the intent to solve the problem once and for all. And Booking.com, which partners with Travalyst, introduced a Travel Sustainable program in 2021 and recently dropped its sustainability badges from its site after authorities in the Netherlands claimed its indicators were "misleading." Instead, Booking.com plans to lean on third-party certification.
Davey and James Lever, chief technology officer of Weeva, touched on certification and more in a wide ranging conversation on sustainability sensibilities in the PhocusWire studio at Phocuswright Europe in Barcelona.
Read and watch the interview here.
CEO Spotlight: Steve Hafner of KAYAK
May 12, 2024
"The innovation isn't over yet." It's been 20 years since Steve Hafner and Paul English co-founded Kayak, and two decades later it's hard to say which is more remarkable: How much travel has changed since 2004 - or that Hafner is still championing innovation as the company's one and only CEO.
In a far-ranging conversation from the cabin of his boat in Miami Beach, Hafner spoke of how an itinerant childhood shaped his worldview; his excitement for the potential of artificial intelligence and bringing the same insights and innovation to business travel as Kayak did for consumers; the keys to preserving a startup culture even at a company that would be old enough to vote; and why not even a travel executive as talented as his friend and former partner has succeeded in creating a "Kayak killer." Read and watch the interview here.
CEO Spotlight: Kurt Ekert of Sabre
May 7, 2024
A year into taking up the CEO role at Sabre, the metrics are going in the right direction for Kurt Ekert. Revenue is up alongside EBITDA in the first quarter, and all the business units are reporting gains.
But more than that, as Sabre continues to execute on its growth strategy Ekert sees significant opportunity for further growth across hotel and air distribution as well as Sabre's payments and IT solutions business units.
In a broad ranging interview with PhocusWire, Ekert discussed the current mood of the distribution landscape, advances in new distribution capability and how penetration might grow in 2024 and the move to "offer and order" sales.
Travel Tech Association CEO Laura Chadwick on issues and strategy for policy advocacy
April 4, 2024
For nearly 25 years, the Travel Technology Association has represented the interests of companies such as global distribution systems, online travel agencies and metasearch companies and short-term rental platforms in Washington, D.C. The association advocates for public policy that promotes transparency and competition in the marketplace to encourage innovation and preserve consumer choice. Association members include Booking Holdings, Expedia Group, Airbnb, Amadeus, Travelport, Sabre, Skyscanner and more.
In a conversation in the PhocusWire studio, association president and CEO Laura Chadwick discussed some of the policy issues that are at the top of its agenda, including travel reviews, ancillary fee transparency and generative artificial intelligence. Note: this episode was recorded in November 2023. Watch the interview.
The effective use of data in travel marketing
March 19, 2024
While personalization of data for travel marketing has been talked about “forever,” it had always felt out of reach. For the most part, the best data could provide in the way of insights was about an “average” traveler — one who didn’t really exist. In this week's episode, Kurt Weinsheimer, chief solutions officer at Sojern and Demi Horvat, CEO at AirDNA, joins news editor Derek Catron to discuss the potential for how the increased scale and speed of use of data can inform better decision-making in travel.
During the conversation, Weinsheimer shared insights from Sojern’s “State of Destination Marketing” report. Horvat discussed the potential that came with AirDNA’s acquisition in July 2023 of Arrivalist. They also talked about how data and social media can shape sustainability, particularly in terms of dispersing tourism beyond the most popular sites. Watch the interview.
The elevation of experiences with Luuc Elzinga of Tiqets and Stephen Oddo of Walks
March 12, 2024
There's a massive opportunity for experiences in the $1 trillion dollar travel market.
A potential $100 billion opportunity doesn't have to only be in the OTA space, but could be on the operator side as well, argue this week's guests Luuc Elzinga, founder and president of Tiqets and Stephen Oddo, co-founder of Walks. The big play could be happening now, with a tremendous amount of investment in infrastructure and technology being made throughout the segment.
Additionally, the two experts discuss the potential of AI in martech to improve content and consistency, and how the tech could make it easier to continually update and enrich data. Could real opportunity come in the form of personalization to drive value, especially in the booking phase? How about the biggest trends to look out for in 2024 and Google's evolving role in tours and activities? Find out in this week's episode. Note: this episode was recorded in November 2023.
Accor's Maud Bailly on how AI can enhance the luxury hotel experience
March 8, 2024
Maud Bailly joined Accor in 2017 as chief digital officer, in charge of the French hospitality company’s information systems, hotel and guest systems, digital products, data and global sales. In late 2020, she became CEO for the company’s businesses in Southern Europe and then in January 2023 she moved into the role of CEO for four of its luxury brands: Sofitel, Sofitel Legend, MGallery and Emblems.
In a conversation in the PhocusWire studio at the Americas Lodging and Investment Summit in Los Angeles in January, Bailly shared how new customer expectations and habits are driving more interest in the luxury hospitality sector.
Watch the interview.
Data, AI and driving efficiency for hotels
March 5, 2024
Hoteliers have a lot on their plates when it comes to technology. Sorting hype from reality in GenAI is just one challenge on a list that includes addressing technical debt, optimizing revenue and incorporating data science.
Sean Fitzpatrick, CEO of Lighthouse (formerly OTA Insight) and Klaus Kohlmayr, chief evangelist at IDeaS, joins senior reporter Linda Fox in the PhocusWire Studio to discuss how cloud tech can help drive innovation in gradual steps and that there is momentum in hotels investing in technology and upgrades.
Watch the interview.
Sabre's hotel technology developments and the 2024 to-do list
February 27, 2024
Chinmai Sharma, Sabre Travel Solutions' global head of lodging, land and sea, whose appointment was announced in November last year, joins Linda Fox in the PhocusWire Studio to talk about hotel technology developments, the experience he brings from previous roles and what's on the 'to do' list for 2024.
Watch the interview.
Hotels.com founder Bob Diener talks exits and opportunities
February 20, 2024
After several successful exits in both offline and online hotel distribution, you could say Bob Diener, president and co-founder of Travel Funders Network, has been there, done that. He was there and very much involved in the early days of online hotel distribution as the co-founder and president of Hotels.com and later held the same roles at Getaroom, before selling it to Booking Holdings in late 2021.
In this episode of In Phocus, Diener covers a lot of ground, from how it all started with a call-center business and later selling to USA Networks (which later acquired a controlling interest in Expedia) to monetization opportunities for hotels beyond selling rooms and the technology challenges that come alongside the opportunity. He also touches on the role artificial intelligence will play in hotel booking and has some advice for travel startups.
Watch the interview.
How travel brands are finding a voice on TikTok
February 13, 2024
Hannah Bennett, industry lead of global business solutions at TikTok, stopped by the PhocusWire Studio to talk about the latest trends in short and long form video on the platform. She provided insight into the the volume of travel-related videos on TikTok as well as how brands are maturing with the medium and what they might mean for those later to the party.
She also gave advice for travel brands on how to start engaging with the TikTok audience and finding their voice and tone on the platform.
Watch the interview.
CEO Spotlight: Paul Abbott of American Express Global Business Travel
February 6, 2024
In this CEO Spotlight, Abbott joins senior reporter Linda fox to discuss the company’s goals and challenges for the year ahead as well as what the wider travel management industry is facing.
Watch the interview.
CEO Spotlight: Peter Kern of Expedia Group
January 30, 2024
In this CEO Spotlight, Kern shares his thoughts with PhocusWire editor in chief Mitra Sorrells on a variety of topics, including next steps for the One Key program, how the company is evolving its generative AI strategy and the potential – and limitations – of AI agents and the company’s B2B strategy, which in 2023 included cutting ties with Hopper.
Watch the interview.
Travel investors on the funding dynamics in 2024
January 23, 2024
PhocusWire senior reporter Linda Fox is joined by Mike Scott, managing partner at Derive Ventures and Mia Morisset, a principal at Inovia, with both sharing insights on how 2024 might play out for travel startups. The broad ranging discussion also touched on potential deal sizes, where investment opportunities lie, the likelihood of merger and acquisition activity and the role of AI.
Watch the interview.