00:00 Speaker A
When will AI reinvent my travel experience? Where can I see reinvention?
00:05 Speaker B
It’s happening. It’s happening.
00:06 Speaker A
like what? Why do I need to scan my wrist? I have nothing against Blackstone. I love Blackstone. Why do I need to scan my wrist?
00:11 Speaker B
So that’s what’s happening. Therefore, you should do the same wherever you go. Considering you’re a regular customer, I’m sure you have the Hilton Honors app, right?
00:19 Speaker A
i will do it. Yeah.
00:19 Speaker B
Okay. So, could you please message us in that? Send messages from any hotel. Give it a try.
00:27 Speaker A
interesting.
00:27 Speaker B
We use it. So it’s connecting the dots in a very interesting way. And as with many of these things, I would say we are at the tip of the iceberg. So there are actually three areas. Like everyone, there are all sorts of opportunities for companies to improve productivity with AI, but most importantly for hotels, where they use more well-managed information to do things more efficiently and effectively. If you think about it, there are all kinds of opportunities in the distribution space.
01:00 Speaker B
Thankfully, when you have other intermediaries, as most of our business, 80% of his direct business, is with him, there’s a lot of opportunity to continue to build more direct relationships with customers. Therefore, we believe the distribution environment will be beneficial and ultimately help reduce content creation and overall distribution costs. And the most exciting part is, you’re talking about CX, or customer experience.
01:34 Speaker B
So we’re getting all this data. Well, we always have a lot of data. But that being said, by the way, we know all your actions. like you
01:46 Speaker A
I know what I’m doing.
01:47 Speaker B
I know it’s not like that swimsuit you wore on the waterslide. The pants were a little small. It was a little creepy for the kids.
01:50 Speaker A
You know, that’s not bullshit. I stay away from smooth gliding. Great Wolf Lodge was a very small pant. Yes, there were other adults. Understood.
02:00 Speaker B
Understood. Okay. But the most exciting thing is taking this data and putting it into action. So it’s not just that we have the data or you can tell us what you want, it’s like the systems are all interconnected to take that data and have it solve the problem that you have or create the opportunity that you’re looking for. It’s about taking the data that you provide to us, taking the unstructured data from the partners that we have, and actually allowing our team to run it systematically.
02:37 Speaker B
At the end of the day, we will always be a business that serves people, but the question is how do we enable those people? right? How do you create tools that make it easy to get everything you want or need when you’re on the property? As you know, you can customize your experience in the palm of your hand. And in our world that’s how we win.
03:07 Speaker B
Alpha version is mass customization. I don’t like to use the word mass, but it gives us the proper context that we serve 250 million, 300 million people a year. So, theoretically, it’s not possible to customize it. That’s not true. Like the various price points, the Waldorf in New York is also hyper-customized. Even your home two can communicate with us so we can customize it for you. We don’t have a big team, but we have systems, information,
03:47 Speaker B
Ability to create processes in a systematic approach to deliver exactly what you need, when you need it, on demand. And that’s a game-changer. Because in our world, when you do things at scale, like I said, it’s ultimately about people, but people need to have the tools available to them to do what they need to do the right way, every time.
