The AI Effect (Part 3): Agentic AI & Future of Personalization

Show Notes

Agentic AI is the latest buzzword in travel tech — but beyond the hype, it raises big questions about how travelers will discover, plan, and book their journeys. Will the power of agentic AI reinforce the dominance of OTAs like Expedia and Booking, or will it open the door for smaller travel brands to compete on equal footing? In this episode, we explore what agentic AI means for personalization in travel retailing and service delivery: how it could reshape loyalty, rewire customer expectations, and redefine the role of intermediaries versus suppliers. We’ll look at emerging best practices, potential pitfalls, and the debates shaping how our industry adapts to this next era of AI-driven travel.

This week we are joined by two leaders building for this new agentic world, Kosta Krauth, CTO of Bilt, the next-gen loyalty and payments platform, and Charles Packer, Co-Founder & CEO of Letta, the operating platform for building stateful agents.

Follows

Gilad Berenstein – host

Cara Whitehill - host

Kosta Krauth — guest

Charles Packer — guest

Go Deeper

• 4 scenarios on the future of agentic AI in travel - PhocusWire
• Ready for takeoff: Reimagining travel and hospitality with agentic AI - Google Cloud
• Personalized agentic AI experiences are coming - Fast Company
• Seizing the agentic AI advantage - McKinsey QuantumBlack
• Enabling Personalized Long-term Interactions in LLM-based Agents through Persistent Memory and User Profiles - Rebecca Westhäußer, Wolfgang Minker, Sebatian Zepf