Glenn Fogel, CEO of Booking Holdings Inc. (NASDAQ:BKNG), outlined the company’s focus on artificial intelligence (AI) during a discussion at the Global TMT Conference. He emphasized AI’s potential to enhance travel planning, automate bookings, and manage disruptions, describing it as a “prediction machine” that can address issues before they arise. Fogel noted that these advancements are being trialed across Booking’s brands including Booking.com, Priceline, and Agoda.
In a broader strategy, Fogel mentioned the revamping of Booking’s Genius loyalty program, which currently has over 30% of active customers at Level 2 or 3. He indicated that other priorities include enhancing awareness of alternative accommodations in the U.S. and consolidating B2B operations across Agoda, Priceline, and Booking to improve efficiency by January 1, 2024. Although details on the B2B financials were not disclosed, Fogel described it as a “sizable business.”
Fogel expressed optimism about Agoda’s growth in Asia due to localized offerings and favorable demographics for travel demand. He concluded that AI has already improved customer satisfaction while reducing service costs, positioning Booking Holdings to thrive amid competition from AI-driven platforms.
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