AI is no longer just a buzzword—it's transforming hospitality at a rapid pace, and Cendyn's Michael Bennett believes the biggest AI breakthroughs are already here. Speaking at ITB, Bennett highlighted AI-powered call centers and contextual chat agents as two of the most impactful innovations, boosting efficiency while reducing labor costs.Through Cendyn's partnership with Poly AI, hotels can now fully automate voice reservations, allowing human agents to focus on high-value guest interactions.
Beyond automation, Bennett sees AI reshaping revenue management and CRM strategies, making personalization at scale a reality. However, he warns that hospitality's traditional tech silos are holding the industry back. To unlock AI's full potential, hotels need a unified digital strategy that integrates proactive upselling, predictive analytics, and seamless guest interactions across all touchpoints. Looking ahead, Bennett predicts a major shift in travel bookings—moving away from traditional search engines toward AI-powered, social-driven booking ecosystems. He points to WeChat-style super apps as a model that could redefine how travelers discover, plan, and book stays. With the industry's accelerated digital adoption post-pandemic, Bennett is confident that in just a year, AI discussions will evolve from experimentation to full-scale industry transformation.Key Takeaways
Cendyn's vision is clear: AI isn't just about automation—it's about revolutionizing revenue, personalization, and the entire booking journey for a smarter, guest-first hospitality industry.
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3-5 March 2026
 Messe Berlin Bezirk Charlottenburg-Wilmersdorf Berlin, 14055 Germany |
Organization
Cendyn™
https://www.cendyn.com/
301 Yamato Rd, Ste 3194
USA
- Boca Raton, FL 33431
Phone: 1-561-515-6276
Email: info@cendyn.com
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