Especially in these strange, turbulent times – experience is
an invaluable commodity.
During The Phocuswright Conference 2020, two travel veterans
reunited to reflect on what they have learned from their decades in the
industry and to share their predictions on the ways the industry will be reshaped
due to the COVID pandemic.
Terry Jones is best known as the founder of Travelocity and
a founding chairman of Kayak. Michelle Peluso, now an executive at IBM, was the
founder of Site59, which was acquired by Travelocity where she then served as
CEO for seven years.
The two talked with Phocuswright senior analyst Lorraine
Sileo during the online conference about the opportunities inherent in a time
of crisis.
“It’s painful but healthy” Jones says. “Crises are times
when people strike out.”
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Says Peluso, “Really interesting companies emerge in these
periods. That’s the opportunity.”
In addition to accelerating automation and digitization in
travel, the two agree the COVID crisis has permanently changed business travel
and large events.
“I don’t think business travel will go back to the way it was. I
don’t think large scale events will go back to the way they were. There will be
permanent redistribution of demand and supply in travel,” Peluso says.
Jones believes all meetings will be hybrid from this time
forward and hotels should “sharpen their skills” around hosting such events.
And he says the travel industry as a whole needs to do
better in deploying the latest technology.
“Travel is dead last of all industries in adoption of AI, and
that’s embarrassing for us. We can do better,” Jones says.
“The tools are mature now. We should be there and using them
more than we are.”
The discussion ends with talk of the outlook for progress
on diversity and inclusion. Peluso says this is a pivotal time for the travel
industry to make real progress in these areas.
“[Travel] has always been about can you see the world from a
different point of view, can you make sense of something that is different than
what you experience every day,” she says.
“That is so deeply connected to the premise of diversity and
inclusion.
“It has to be a business priority, it has to be measured and
you have to hold yourselves accountable.”
Watch the full discussion below.
Executive Interview: Travel Buddies Reunite - The Phocuswright Conference Online 2020