Glenn Fogel runs the world’s largest online travel business. He still personally reads customer complaints because ‘you gotta get that sh*t right’
The travel industry, like every sector, is experimenting with the best use cases for AI. Fogel is working towards a world where tourism becomes an intelligence system in its own right
Glenn Fogel, CEO of Booking Holdings, leads the world's largest online travel business which includes booking.com, Priceline and Open Table. The company's Q2 results surpassed Wall Street expectations with $2.54 earnings per share and $7.4bn in revenues. Fogel emphasizes the importance of the travel industry and the desire of humans to explore, stating "That's the instinct in the system—go explore".
He believes that AI will help improve the customer service experience by reducing costs and resolving issues more quickly. Fogel himself reads customer complaints personally, commenting that "you gotta get that sh*t right". By leveraging technology, Fogel aims to anticipate potential issues and proactively improve the travel experience, stating "We want to be the people who use technology so that we are not only able to fix the problem, but we see that problem before it’s going to happen and take proactive efforts to make sure you don’t."
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