麦肯锡：2023年人工智能时代的旅游业发展前景分析报告【英文版】

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The Promise of Travel in

the Age of AI

September 2023

The work is independent, reflects the views of the authors, and has not been commissioned by any business, government, or other institution.

Cover Illustration: Taylor Slattery

About Skift About McKinsey & Company

McKinsey is a global management consulting firm committed

to helping organizations accelerate sustainable and inclusive

growth. We work with clients across the private, public, and

social sectors to solve complex problems and create positive

change for all their stakeholders. We combine bold strategies

and transformative technologies to help organizations innovate

more sustainably, achieve lasting gains in performance, and

build workforces that will thrive for this generation and the next.

Skift is the largest industry intelligence platform providing media,

insights, and marketing to key sectors of travel. Skift deciphers

and defines trends for global CEOs and CMOs across the travel

industry through a combination of news, research, conferences,

and marketing services.

The Promise of Travel in the Age of AI 2SKIFT + MCKINSEY & COMPANY

Table of contents

Executive summary

Introduction

Chapter 1. Know your customers like you know your friends

Chapter 2. Design your products to surprise and delight

Chapter 3. Empower your workforce to follow through on promises made

Conclusion

Checklist















The report draws on joint research carried out between McKinsey & Company and Skift

Research, including executive interviews.

The authors wish to thank the following travel executives who generously shared their

perspectives with us:

Ella Alkalay Schreiber (GM of Fintech, Hopper), Andres Barry (President, JetBlue Travel

Products), Claire Bennett (Global CCO, IHG), Jason Birnbaum (CIO, United Airlines), Alix

Boulnois (CDO, Accor), Rob Francis (CTO, Booking Holdings), Christiaan Hen (CCO, Assaia),

Harsha L’Acqua (CEO, Saira Hospitality), Schubert Lou (COO, Trip.com), Doron Meyassed

(CEO, Plum Guide), Markus Mueller (Founder and Managing Director, GauVendi), Rajesh

Naidu (SVP and Chief Architect, Expedia), Albert Ng (Co-founder and CEO, Misapplied

Sciences), Casper Overbeek (Head of Customer Experience, citizenM), Eric Phillips (SVP and

CDO, Delta Air Lines), Nikhil Ravishankar (CDO, Air New Zealand), Ilan Twig (Co-founder

and CTO, Navan), and Luca Zambello (CEO, Jurny).

We also acknowledge McKinsey’s Marisa Ancona, Danielle Bozarth, Melissa Lukasiewicz,

Elena Patel, Alessandra Powell, Darren Rivas, Ellen Scully, and Jules Seeley for their contri-

butions to this report.

Additionally, we would like to thank Skift’s Jane Alexander, Rafat Ali, Varsha Arora, Jeunesse

Jackson, Carolyn Kremins, Jeremy Kressmann, and Brian Quinn.

We would also like to thank Skift’s Melissa Carter and Taylor Slattery, and McKinsey’s

Crystal Ball, Kamila Cieslak, Maggie Coey, Jackie Fermo, Natalia Quesada, Alice Shol-

to-Douglas, and Corinne Teschner for their creative, editorial, external relations and

communications support.

Acknowledgements

The Promise of Travel in the Age of AI 3SKIFT + MCKINSEY & COMPANY

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+ThePromiseofTravelintheAgeofAISeptember2023Theworkisindependent,reflectstheviewsoftheauthors,andhasnotbeencommissionedbyanybusiness,government,orotherinstitution.CoverIllustration:TaylorSlatteryAboutSkiftAboutMcKinsey&CompanyMcKinseyisaglobalmanagementconsultingfirmcommittedtohelpingorganizationsac...

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