Despite AI, personalisation and human touch will remain central to tourism experiences, say speakers at KTM 2026

Speakers at a seminar on ‘Evolving Customer Expectations’ held as part of the 13th edition of the Kerala Travel Mart (KTM 2026) here on Saturday (September 26) said that Keralam needs to broaden its tourism offerings beyond its established backwaters and traditional attractions and develop more holistic, personalised journeys as traveller expectations evolve.

They pointed out that changing traveller behaviour, personalisation, artificial intelligence, and customer reviews are reshaping the hospitality and tourism industry. While technology, including AI, will increasingly influence hospitality, personalisation and human touch will remain central to the guest experience, they said.