Expedia’s Chief Marketing Officer, Shiv Singh, outlines how the travel giant is adapting to the AI revolution in search and customer experience. The company is preparing for a future where AI-powered search will fundamentally change how people plan and book travel. Singh emphasizes that Expedia is developing AI tools that can understand complex travel queries and provide personalized recommendations. The company’s approach includes integrating AI across multiple touchpoints, from initial search to post-booking support. A key focus is on maintaining the human element while leveraging AI capabilities, particularly in customer service where AI can handle routine queries while human agents tackle more complex issues. The article highlights Expedia’s investment in natural language processing to better understand and respond to traveler intentions, and their development of AI-powered trip planning tools that can create comprehensive itineraries based on user preferences. Singh also discusses the challenges of balancing AI automation with human expertise, noting that the goal is to enhance rather than replace human interaction. The company’s strategy includes preparing for “ambient experience optimization” (AEO), where AI will help create seamless, personalized travel experiences across various platforms and devices. The article concludes by emphasizing Expedia’s commitment to using AI responsibly while maintaining trust and transparency with customers.
Source: https://www.businessinsider.com/expedia-cmo-adapting-the-travel-company-for-ai-search-aeo-2025-5