By Jane Sun,
CEO, Trip.com Group
In this transformative era
of global travel, the call to innovate is more urgent and exciting than ever.
As industry leaders, we have a unique opportunity and responsibility to shape
the future - not just to advance our business objectives, but to enrich lives
and empower communities. At Trip.com Group, we are committed to 'pursuing the
perfect trip for a better world' by leveraging cutting-edge technology and
innovative strategies that make a profound and positive difference globally.
Empowering
travellers through personalisation
Innovation in
the travel industry runs much deeper than the latest technology - it’s about
fostering a culture that embraces change and sparks creativity. The ability to
leverage AI and other sophisticated technologies has opened unique
opportunities to rethink and enhance how we connect with travellers in a more
personalised way.
Imagine a
travel assistant who doesn't just understand your preferences but also
anticipates your needs. This is the magic we bring to life with TripGenie, our
AI-powered assistant that crafts perfectly tailored itineraries based on our
customers’ travel preferences and accompanies them throughout the planning, booking,
and travelling processes. Meanwhile, our intelligent customer service AI
streamlines routine inquiries, saving our travellers over 500,000 hours of
waiting time last year alone while allowing our passionate human staff to tackle
the more intricate issues.
These
innovations are more than just technological feats; they reflect our commitment
to providing a truly customised travel experience for a diverse user base and
setting new industry standards for excellence.
Unleashing interactive travel
experiences
As we redefine
what travel can be, it's important to create experiences that are not only
exceptional but also responsive to travellers' needs. Embracing technologies
that enhance immersion and facilitate engagement is key. Our innovative
live-streaming model launched in 2020 has become a cornerstone for interactive
travel experiences, attracting over 2.1 billion cumulative views across more
than 900 official streams. So far this year, our livestream presales have
achieved more than USD 2.5 billion in gross merchandise value (GMV).
Building on
this, we recently inaugurated the Asia Live Streaming Centre in Bangkok to
further enrich our offerings and bring local gems closer to a global audience. This
initiative, to be followed by future rollouts in the region, exemplifies our
commitment to pushing industry boundaries as the ways people obtain information
and make travel decisions continue to evolve with technology.
Leading by example in tackling
global challenges
Innovation also means
rethinking our business models to ensure they contribute positively to the
communities they touch. Our Rural Revitalisation Plan, for example, signifies
our commitment to sustainable growth and community empowerment. By creating
local economic opportunities and bringing travellers closer to nature, our
dozens of country retreats provide a blueprint for how the industry can
contribute to broader socio-economic development while still achieving business
success.
As we navigate the future,
the travel industry confronts significant challenges ranging from environmental
sustainability to economic disparity. At Trip.com Group, we are committed to
not only addressing these issues but also establishing benchmarks for responsible
and ethical business practices. From offering lower-carbon options to encouraging
exploration beyond crowded hotspots, we strongly believe in the transformative
power of travel as a catalyst for good, driving local growth and enhancing
global connectivity.
Through our
collaboration with over 230 destination authorities worldwide, we strive to
foster social advancement, promoting sustainable practices throughout the
supply chain and across the industry. By sharing our strategies and the
measurable impacts of our initiatives, we encourage the entire industry to
rethink how platforms can be leveraged to transform challenges into
opportunities for positive change.
The path
forward requires bold action and visionary leadership. Let us be the drivers of
change, demonstrating that the travel industry can indeed be a force for good,
promoting understanding, driving economic growth, and advocating for the
planet. Together, we can create a future where travel not only inspires our
customers but also contributes meaningfully to the world we all share.
