Phocuswright Conference - Day One Insights!

Day 1 of the Phocuswright conference in Phoenix was a real whirlwind of ideas, debates, and tech trends shaping the future of travel. AI was (inevitably) the star of the show - sparking discussions about whether it’s here to help or to take over. (don’t worry, it’s here to help… for now)
 

Here’s a quick dive into the top takeaways:

1. Bottom line, AI is the new intern, not the CEO!

AI is excelling at the tedious stuff - answering FAQs, managing data, and churning out hotel descriptions. It’s great for the basics, but when it comes to complex customer needs? Humans still lead the charge. The takeaway: AI makes a brilliant sidekick, but it’s not quite ready to don the superhero cape itself… Yet.
 

2. Personalisation: Can we strike the right balance without overstepping the mark?

Travel personalisation is a double-edged sword. Tailored experiences can be game-changing, but travelers are wary of it feeling intrusive, especially for family trips. The sweet spot? Delivering the aspirational experiences people see on social media - without it feeling too invasive.
 

3. Legacy systems aren’t going away, they just require fresh thinking

The real innovation is happening at the intersection of old tech and new ideas. Instead of reinventing the wheel, tools that can optimise supplier choices, streamline rebooking, or unlock the potential of legacy systems are stealing the spotlight. Sometimes, the simplest updates pack the biggest punch.
 

4. Practical Innovation > Flashy Experiments

With startup funding in a slump, the focus has shifted from “cool tech” to “what do customers actually need?” Think fewer moonshots, but more fixes for outdated processes.

Solving real problems? It’s officially the new innovation. Who’d have thought building things customers actually need in the moment would be so hot.
 

5. Social Media Bookings

Imagine scrolling Instagram, spotting your dream hotel, and booking it in one tap. This blend of inspiration and instant action is reshaping how people plan their travels - turning wish lists into reality faster than ever.
 

Lets try and cram this full day of insight into a surprisingly small nutshell.
 

Travel tech isn’t about robots taking over or bombarding us with over-personalised ads. It’s about using smart tools to simplify travel, make businesses more efficient, and craft better experiences for everyone.

And yes, AI might just book your next dinner reservation before you even think of it - or write your next blog post from a few scribbled conference notes.

Matt Chapman will be back tomorrow with his takeaways from Day 2 of the Phocuswright conference