In a recent conversation with PhocusWire, Greg Abbott, SVP of DataArt’s Travel, Transportation, and Hospitality division, shared his perspective on why the travel sector continues to lag behind industries like finance and retail in data maturity, and what’s needed to bridge that gap.
Abbott highlights several encouraging developments, including back-office automation, call center personalization, and 30–50% boosts in engineering productivity. At the same time, he cautions that without strong governance, organizations risk undermining trust and long-term success.
For companies working with tighter budgets, his recommendation is clear: start small, focus on use cases with measurable ROI, establish guardrails early, and work with partners experienced in AI and data.
Abbott also shares his outlook on what’s next for customer experience and agent-to-agent transactions.
Watch the full interview here.
