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Decoder with Nilay Patel
Booking CEO Glenn Fogel wants you to take out your travel frustrations on AI chatbots
Aug 5, 2024
Glenn Fogel, CEO of Booking Holdings, shares insights on the travel industry, managing brands like Booking.com and Kayak. He discusses the competitive landscape with hotels and airlines, stressing the importance of adapting to consumer demands. Fogel dives into how AI is reshaping customer service, emphasizing the balance between innovation and personal touch. He also addresses the challenges posed by European regulations on competition with giants like Google, painting a vivid picture of the industry's complex dynamics.
01:16:57
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Quick takeaways
- Booking Holdings has strategically acquired several travel brands, enhancing its portfolio while allowing each to maintain operational independence within a unified framework.
- Despite regulatory scrutiny as a classified gatekeeper in the EU, Booking.com continues to navigate competitive dynamics by demonstrating its value to customers and industry partners.
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Overview of Booking Holdings' Structure and Brands
Booking Holdings operates a diversified portfolio of well-known travel brands, including Booking.com, Kayak, OpenTable, and Priceline. Despite the variety of brands, Booking.com remains the dominant subsidiary, accounting for roughly 90% of the company's profits. The company has grown significantly over the years through strategic acquisitions, absorbing smaller competitors to create a more robust service offering. This structure allows each brand to maintain some independence while benefiting from shared strategic resources and best practices.
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