Innovation

📱 58% of small businesses now use generative AI, a surge from two years ago, to manage operations and customer interactions amidst labor shortages. Independent hotels benefit from AI, but some restaurant-goers debate iPad usage to entertain children, arguing it's lazy parenting. Uber and McKinsey are hiring AI trainers due to data scarcity for proprietary models. GLP-1 weight loss drugs impact appetite for food and sex, affecting restaurant economics with smaller orders.

📈 The hospitality industry's data integration challenges are significant, with 93% of hotel leaders identifying system integration as a top priority in 2025 (Skift Research). MuleSoft reports 95% face data integration hurdles, impacting AI implementation. IBM's data breach report cites a $4.44 million average cost, highlighting the industry's vulnerability. Fragmentation causes revenue erosion and operational inefficiencies, increasing costs. Hotels with unified data see 5–15% revenue and 10–30% marketing ROI increases, emphasizing the need for interoperability.

💻 Chet Pipkin, founder of Belkin, reflects on emerging trends shaping the future: AI, energy, wellness, and educational transformation. He identified the personal computing boom in the 1980s and now explores how these forces will redefine living, learning, and hospitality experiences. Hospitality leaders can leverage these insights for meaningful guest experiences in a dynamic environment. Listen to the series finale for valuable perspectives on innovation and change. 🎧

💸 European taxi app, Freenow by Lyft, partners with Concur Expense to streamline business travel expense management. New integration allows automatic syncing of employee rosters to Freenow Admin Panel, linking profiles to SAP® Concur accounts. This eliminates manual setup and automates expense reports, sending receipts directly to Concur Expense. Benefits include simplified management, complete transparency, better compliance, and increased employee satisfaction. David Koral from Freenow highlights faster reporting and reduced paperwork.

💻 In spring 2025, Google introduced an AI-driven feature called Agentic Commerce, now widely available, enhancing search with agentic capabilities. This AI mode, using Google's Gemini, performs deep, real-time searches across 351 sites, such as Yelp and OpenTable, for restaurant reservations in San Francisco. Though still in testing, it aims for seamless, in-window bookings, potentially changing travel discovery by reducing intermediary reliance. Google may monetize through transaction fees and promotional listings.

📱 In 2–3 years, hotels will adopt voice AI for handling guest calls, enabling multilingual communication and actions like bookings. Last year, Onsai began introducing this tech at ITB Berlin. Recently, at The Hospitality Show in Denver, BluIP Inc. showcased Voice AI, prompting discussions on the future of call center roles. Human interaction is still valued for personal hospitality experiences. Success lies in blending automation with genuine connections to enhance guest loyalty.

📈 In 2025, Google's AI Overviews (AIOs) dramatically impacted search click-through rates (CTR). Organic CTR decreased from 2.74% in June 2024 to 1.62% by September 2025, a 41% drop. Paid CTRs showed a 68% decline for AIO queries, from 19.70% to 6.34%. Being cited in AIOs improved performance: organic clicks rose by 35%, paid clicks by 91%. Google’s AI Overviews are reshaping search behaviors significantly as we move into 2026.

🛳 Southampton Cruise Centre, a subsidiary of Travel Village Group, has launched a new cruise platform in partnership with Dreamlake. This next-generation website enhances the cruise booking experience with intuitive design and advanced technology. It emphasizes the SailorMade Cruise & Stay packages, combining curated itineraries and land stays for a personalized experience. The platform targets the UK market, facing increased competition and narrow margins, by focusing on user experience and conversion optimization.

💻 DerbySoft partners with Corporate Travel Management (CTM) to enhance real-time hotel connectivity through CTM's Sleep Space platform. This integration with DerbySoft's Business Travel Solutions ensures live access to hotel rates and availability, improving data quality and booking efficiency. As business travel rebounds, projected to reach $1.5 trillion by 2027, this partnership modernizes industry systems. By 2026, CTM and DerbySoft aim to expand this collaboration to more partners, meeting evolving traveler expectations.