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Topic - McKinsey & Company

Customer Experience

How the Best Hotels in the World Deliver Exceptional Customer Experience

Luxury hospitality begins with a signature property, but a well-situated, beautifully designed hotel is only a start. Stellar service, driven by devoted hotel staff, is what makes a great property come alive. As one general manager (GM) of a luxury hotel told us in an interview, 'Our facility is our stage, and guests are paying for a performance.'


Travel Disruptors

Travel Disruptors: Capturing B2B Growth

In this installment of Travel Disruptors, Gorin spoke with McKinsey's Emma Loxton about the industry's postpandemic recovery, Expedia Group's B2B offerings, and how generative AI (gen AI) might change the business of travel. The following is an edited transcript of their conversation.




Artificial Intelligence

The Promise of Travel in the Age of AI

What will define the next age of travel? Digital technology and artificial intelligence are empowering the industry to reimagine the travel experience and unlock long-term growth.