The Best Part of Travel | Inside the Business of Destination Experiences

Summary Tom McGarry, Head of New Business at Holiday Extras, discusses his journey in the travel industry and the company's focus on business development and ticketing. He explains how the company is leveraging customer data to offer personalized recommendations for things to do while traveling. The conversation also delves into the company's culture and the efforts made to create a collaborative and flexible work environment. The impact of COVID-19 on the company's community and culture is explored, as well as the changes in consumer behavior, such as the shift to online chat for inquiries and bookings. Holiday Extras has seen a shift from phone calls to chat session, with roughly 80% of of customer interactions now made through chat. Flexibility in bookings, such as the ability to change or cancel without penalty, has become paramount. Holiday Extras is working on making all of their products flexible and easy to change. They have developed a system to amend bookings even for partners that don't support API connections, ensuring a seamless customer experience. Holiday Extras has also utilized AI to improve the customer experience, including creating an AI tool for theater bookings and a tool for insurance policy understanding. Key Takeaways: Holiday Extras focuses on business development and ticketing in the travel industry. The company leverages customer data to offer personalized recommendations for things to do while traveling. Holiday Extras has created a collaborative and flexible work environment to foster a positive culture. The company navigated the challenges of COVID-19 and maintained its community and culture. Consumer behavior has shifted towards online chat for inquiries and bookings. Holiday Extras has seen a shift from phone bookings to chat bookings, with roughly 80% of bookings now made through chat. Flexibility in bookings, such as the ability to change or cancel without penalty, has become paramount. Holiday Extras is working on making all of their products flexible and easy to change. They have developed a system to amend bookings that don't support API connections, ensuring a seamless customer experience. Holiday Extras has utilized AI to improve the customer experience, including creating an AI tool for theater bookings and a tool for insurance policy understanding. You can find out more about and connect with the speakers here: Tom McGarry, Head of New Business at Holiday Extras You can find out more about the research that we mention in the episode here: ⁠⁠⁠⁠⁠⁠2024 Experiences Traveler Outlook⁠⁠⁠⁠⁠⁠ - The 2024 U.S. Experiences Traveler Outlook report delves into the state of the U.S. experiences traveler – who they are, what they want, what are they looking for in 2024 – and some key trends shaping the tours, activities and attractions sector for the coming year.  ⁠⁠⁠⁠⁠⁠2024 US Tour Taker⁠⁠⁠⁠⁠⁠ - The second report from the 2024 U.S. Experiences Traveler study delves into the state of today’s tour taker – who they are, what they want, and how they choose, book and share. Arival Guide to AI in Experiences - How tours, activities and attractions are improving the guest experience, saving money and growing their business with AI today Connect with the hosts of The Voice of Experiences, ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Stephen Joyce⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ and ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Janelle Visser⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠.⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ If you are not an ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Arival Insider Pro⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠, consider joining to get access to all of the Arival research and don't forget to join us at one of ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠our upcoming events⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠!

Summary In this episode, Stephen and Janelle discuss the hot topics panel from the Arival 360 Berlin event. They focus on the issue of access to attraction tickets for tour operators and the challenges they face in getting enough tickets to fulfill demand. They also explore the concept of concentrated tourism and the need to shift demand away from popular attractions to lesser-known, off-the-beaten-path experiences. The conversation highlights the importance of destinations, OTAs, and operators working together to create unique and interesting products that offer a more diverse and enjoyable travel experience for tourists. Key Takeaways: Tour operators face challenges in accessing enough attraction tickets to meet demand. There is a need to shift demand away from popular attractions to lesser-known, off-the-beaten-path experiences. Destinations, OTAs, and operators should work together to create unique and interesting products. AI and personalization can be used to recommend and promote alternative experiences. The focus should be on providing a great customer experience and minimizing the negative impact of tourism. You can find out more about and connect with the speakers here: ⁠⁠⁠Roisin O'Sullivan, COO Walks Luuc Elzinga, Founder & President Tiqets Gudrun Thorisdottir, President of Gray Line You can find out more about the research that we mention in the episode here: ⁠⁠⁠⁠⁠2024 Experiences Traveler Outlook⁠⁠⁠⁠⁠ - The 2024 U.S. Experiences Traveler Outlook report delves into the state of the U.S. experiences traveler – who they are, what they want, what are they looking for in 2024 – and some key trends shaping the tours, activities and attractions sector for the coming year.  ⁠⁠⁠⁠⁠2024 US Tour Taker⁠⁠⁠⁠⁠ - The second report from the 2024 U.S. Experiences Traveler study delves into the state of today’s tour taker – who they are, what they want, and how they choose, book and share. Connect with the hosts of The Voice of Experiences, ⁠⁠⁠⁠⁠⁠⁠⁠⁠Stephen Joyce⁠⁠⁠⁠⁠⁠⁠⁠⁠ and ⁠⁠⁠⁠⁠⁠⁠⁠⁠Janelle Visser⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠.⁠⁠⁠⁠⁠⁠⁠⁠⁠ If you are not an ⁠⁠⁠⁠⁠⁠⁠⁠⁠Arival Insider Pro⁠⁠⁠⁠⁠⁠⁠⁠⁠, consider joining to get access to all of the Arival research and don't forget to join us at one of ⁠⁠⁠⁠⁠⁠⁠⁠⁠our upcoming events⁠⁠⁠⁠⁠⁠⁠⁠⁠!

Summary In this episode of The Voice of Experiences, Stephen Joyce and Janelle Visser discuss the Lunch and Learn interview with Johannes Reck, CEO of Get Your Guide. They highlight the unique format of the interview and the relaxed and conversational vibe it created. Johannes shares the founding story of Get Your Guide, which started as a student trip to Beijing and the frustration of not finding activities online. This led to the creation of Get Your Guide, initially as a peer-to-peer tour guide marketplace. They later pivoted to the Get Your Guide platform we know today. Johannes also discusses the challenges and complexities of the experiences industry and the importance of harnessing technology to serve the diverse needs of travelers. The conversation also touches on the balance between being a CEO and a parent, and the long-term vision for Get Your Guide. Key Takeaways: Get Your Guide started as a peer-to-peer tour guide marketplace and later pivoted to the platform it is today. The experiences industry is complex and requires the use of technology to serve the diverse needs of travelers. Johannes Reck emphasizes the importance of balancing CEO life and family life. Get Your Guide aims to be the app of choice for travelers, offering relevant and high-quality experiences in various destinations and categories. The future of Get Your Guide may include an IPO, but the focus is on building an amazing value proposition for customers and suppliers. You can find out more about and connect with Johannes here: ⁠⁠Johannes Reck, CEO You can find out more about the research that we mention in the episode here: ⁠⁠⁠⁠2024 Experiences Traveller Outlook⁠⁠⁠⁠ - The 2024 U.S. Experiences Traveler Outlook report delves into the state of the U.S. experiences traveler – who they are, what they want, what are they looking for in 2024 – and some key trends shaping the tours, activities and attractions sector for the coming year.  ⁠⁠⁠⁠2024 US Tour Taker⁠⁠⁠⁠ - The second report from the 2024 U.S. Experiences Traveler study delves into the state of today’s tour taker – who they are, what they want, and how they choose, book and share. Connect with the hosts of The Voice of Experiences, ⁠⁠⁠⁠⁠⁠⁠⁠Stephen Joyce⁠⁠⁠⁠⁠⁠⁠⁠ and ⁠⁠⁠⁠⁠⁠⁠⁠Janelle Visser⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠.⁠⁠⁠⁠⁠⁠⁠⁠ If you are not an ⁠⁠⁠⁠⁠⁠⁠⁠Arival Insider Pro⁠⁠⁠⁠⁠⁠⁠⁠, consider joining to get access to all of the Arival research and don't forget to join us at one of ⁠⁠⁠⁠⁠⁠⁠⁠our upcoming events⁠⁠⁠⁠⁠⁠⁠⁠!

In this episode of The Voice of Experiences podcast, Stephen Joyce and Janelle Visser discuss the topic of AI in the travel industry. They review an interview with Emmanuel Marot, the Director of Product Management at Google, and explore the role of AI in trip planning and personalized recommendations. They also discuss the challenges of ranking and organizing information in the fragmented world of tours and activities. Overall, the conversation highlights the potential of AI to enhance the travel experience and provide more relevant and personalized recommendations. During the conversation, the speakers discussed the use of Gemini, Google's AI-powered search tool, for trip planning. They explored how Gemini makes decisions and recommendations, including the use of structured and unstructured data. They also discussed the role of personalization and the future of search and trip planning tools. The speakers addressed the question of whether sponsored results are factored into Gemini and the potential for payment as a ranking factor. They also touched on the challenges of confabulation and hallucinations in AI models. Key Takeaways: AI is becoming increasingly important in the travel industry, with a focus on trip planning and personalized recommendations. The challenge in the tours and activities sector is the fragmentation and diversity of options, making it difficult for consumers to choose. AI models can help in better understanding user queries and organizing information to provide more relevant and relatable recommendations. The goal is to personalize the travel experience and provide recommendations based on individual preferences and context. While AI can simplify the decision-making process, it's important to balance it with diverse opinions and options. The use of AI in the travel industry is still evolving, and there is ongoing research and development to improve the capabilities and user experience. Gemini allows Google to understand what people are saying inside the text itself, enabling better recommendations based on user preferences. Gemini considers a variety of factors, including popularity, reviews, and blog posts, to make decisions and recommendations. The future of search and trip planning is moving towards more personalized and conversational experiences. The ranking of websites in search results is influenced by factors such as information value and authority, but sponsored results are not directly factored into Gemini. AI models like Gemini have the ability to understand photos and make judgments based on visual content. The use of AI in trip planning tools is becoming more prevalent, with companies like Google and Microsoft launching their own tools. Confabulation and hallucinations can occur in AI models, but efforts are made to ground the information and prevent inaccurate or nonexistent recommendations. You can find out more about and connect with Emmanuel here: ⁠Emmanuel Marot You can find out more about the research that we mention in the episode here: ⁠⁠⁠2024 Experiences Traveller Outlook⁠⁠⁠ - The 2024 U.S. Experiences Traveler Outlook report delves into the state of the U.S. experiences traveler – who they are, what they want, what are they looking for in 2024 – and some key trends shaping the tours, activities and attractions sector for the coming year.  ⁠⁠⁠2024 US Tour Taker⁠⁠⁠ - The second report from the 2024 U.S. Experiences Traveler study delves into the state of today’s tour taker – who they are, what they want, and how they choose, book and share. Connect with the hosts of The Voice of Experiences, ⁠⁠⁠⁠⁠⁠⁠Stephen Joyce⁠⁠⁠⁠⁠⁠⁠ and ⁠⁠⁠⁠⁠⁠⁠Janelle Visser⁠⁠⁠⁠⁠⁠⁠⁠⁠.⁠⁠⁠⁠⁠⁠⁠ If you are not an ⁠⁠⁠⁠⁠⁠⁠Arival Insider Pro⁠⁠⁠⁠⁠⁠⁠, consider joining to get access to all of the Arival research and don't forget to join us at one of ⁠⁠⁠⁠⁠⁠⁠our upcoming events⁠⁠⁠⁠⁠⁠⁠!

Anna Araque shares her journey from a background in hospitality and tour operations to creating immersive experiences. She discusses her time working at The Shard and her transition to consulting. Anna also talks about the impact of COVID-19 on the travel industry and the future of travel experiences. Imagine Experiences creates immersive and interactive tours and activities that allow people to step into the world of their favorite movies and stories. They aim to revamp the tourism offering by providing unique and engaging experiences that go beyond traditional sightseeing. The inspiration for their experiences comes from a love of James Bond and other iconic characters. Imagine Experiences has weathered the challenges of the pandemic and is now focused on building new products and expanding to new locations. Their goal is to create experiences that become the best part of people's lives, offering purpose and connection with people. You can find out more about and connect with Ana here: Ana Araque Imagine Experiences You can find out more about the research that we mention in the episode here: ⁠⁠2024 Experiences Traveller Outlook⁠⁠ - The 2024 U.S. Experiences Traveler Outlook report delves into the state of the U.S. experiences traveler – who they are, what they want, what are they looking for in 2024 – and some key trends shaping the tours, activities and attractions sector for the coming year.  ⁠⁠2024 US Tour Taker⁠⁠ - The second report from the 2024 U.S. Experiences Traveler study delves into the state of today’s tour taker – who they are, what they want, and how they choose, book and share. Connect with the hosts of The Voice of Experiences, ⁠⁠⁠⁠⁠⁠Stephen Joyce⁠⁠⁠⁠⁠⁠ and ⁠⁠⁠⁠⁠⁠Janelle Visser⁠⁠⁠⁠⁠⁠⁠.⁠⁠⁠⁠⁠⁠ If you are not an ⁠⁠⁠⁠⁠⁠Arival Insider Pro⁠⁠⁠⁠⁠⁠, consider joining to get access to all of the Arival research and don't forget to join us at one of ⁠⁠⁠⁠⁠⁠our upcoming events⁠⁠⁠⁠⁠⁠!

In this conversation, Catherine Warrilow discusses her journey into tourism, travel, and brand strategy. She emphasizes the importance of targeting a specific demographic and differentiating small operators in a competitive landscape. Catherine also highlights the significance of consistency in brand messaging and building brand recognition for small operators. She shares insights on measuring success and conversions in the experiences space. Finally, Catherine explores the concept of building a community and nurturing relationships with customers. Takeaways Target a specific demographic and tailor your messaging to engage that audience. Consistency in brand messaging is key to standing out and building recognition. Building a community and nurturing relationships with customers can lead to advocacy and future sales. Measure success based on engagement and conversions, not just vanity metrics. You can find out more about and connect with Catherine here: ⁠⁠⁠Catherine Warrilow You can find out more about the research that we mention in the episode here: ⁠2024 Experiences Traveller Outlook⁠ - The 2024 U.S. Experiences Traveler Outlook report delves into the state of the U.S. experiences traveler – who they are, what they want, what are they looking for in 2024 – and some key trends shaping the tours, activities and attractions sector for the coming year.  ⁠2024 US Tour Taker⁠ - The second report from the 2024 U.S. Experiences Traveler study delves into the state of today’s tour taker – who they are, what they want, and how they choose, book and share. Connect with the hosts of The Voice of Experiences, ⁠⁠⁠⁠⁠Stephen Joyce⁠⁠⁠⁠⁠ and ⁠⁠⁠⁠⁠Janelle Visser⁠⁠⁠⁠⁠.⁠⁠⁠⁠⁠ If you are not an ⁠⁠⁠⁠⁠Arival Insider Pro⁠⁠⁠⁠⁠, consider joining to get access to all of the Arival research and don't forget to join us at one of ⁠⁠⁠⁠⁠our upcoming events⁠⁠⁠⁠⁠!

In this episode, Janelle talks with Jessica Dante, Founder of Love and London, a social media content creation company that is focused on providing content for travellers coming to London. Jessica talks about the inspiration for the company as well as their strategy behind using video and how their content has changed over time. Jessica also provides some useful tips on how tour operators can use video to promote their business on platforms like TikTok, Instagram, and YouTube. You can find out more about and connect with Jessica and Love and London here: ⁠⁠Jessica Dante - Love and London https://loveandlondon.com/ http://instagram.com/loveandlondon You can find out more about the research that we mention in the episode here: 2024 Experiences Traveller Outlook - The 2024 U.S. Experiences Traveler Outlook report delves into the state of the U.S. experiences traveler – who they are, what they want, what are they looking for in 2024 – and some key trends shaping the tours, activities and attractions sector for the coming year.  2024 US Tour Taker - The second report from the 2024 U.S. Experiences Traveler study delves into the state of today’s tour taker – who they are, what they want, and how they choose, book and share. Connect with the hosts of The Voice of Experiences, ⁠⁠⁠⁠Stephen Joyce⁠⁠⁠⁠, ⁠⁠⁠⁠Janelle Visser⁠⁠⁠⁠, and ⁠⁠⁠⁠Jeff Roe.⁠⁠⁠⁠ If you are not an ⁠⁠⁠⁠Arival Insider Pro⁠⁠⁠⁠, consider joining to get access to all of the Arival research and don't forget to join us at one of ⁠⁠⁠⁠our upcoming events⁠⁠⁠⁠!

In this episode, Stephen, Janelle, and Jeff speak with Peter Brown, Director of Business Development at Big Bus Tours.  Peter is a long time member of the “Best of Part of Travel” club.  He’s got over 20 years of experience in tours, activities, and attractions working for companies like Big Bus, Walks / City Experiences, Peak Adventure Travel, and Trek America where he learned to play guitar!  He is truly a Voice of Experience. You'll learn more about Peter's journey from tour guide, to risk management professional, to head of businesses development for one of the most recognized sightseeing brands in the world. You can find out more about and connect with Peter here: ⁠Peter Brown - Big Bus Tours Connect with the hosts of The Voice of Experiences, ⁠⁠⁠Stephen Joyce⁠⁠⁠, ⁠⁠⁠Janelle Visser⁠⁠⁠, and ⁠⁠⁠Jeff Roe.⁠⁠⁠ If you are not an ⁠⁠⁠Arival Insider Pro⁠⁠⁠, consider joining to get access to all of the Arival research and don't forget to join us at one of ⁠⁠⁠our upcoming events⁠⁠⁠!

CEO and Co-founder of Arival, Douglas Quinby, sits down with Scott O'Neil, CEO of ⁠Merlin Entertainments⁠. Merlin is one of the largest attractions companies in the world with brands including Madame Tussauds, Legoland, the London Eye, and many others. In this conversation, Scott shares his insights on ai, leadership, entrepreneurship, family, and more. The conversation was originally recorded at the Arival 360 event in Orlando. You can find out more about our guest here: ⁠Scott O'Neil - CEO Merlin Entertainments⁠ ⁠Douglas Quinby - CEO and Co-founder of Arival⁠ Connect with the hosts of The Voice of Experiences, ⁠⁠Stephen Joyce⁠⁠, ⁠⁠Janelle Visser⁠⁠, and ⁠⁠Jeff Roe.⁠⁠ If you are not an ⁠⁠Arival Insider Pro⁠⁠, consider joining to get access to all of the Arival research and don't forget to join us at one of ⁠⁠our upcoming events⁠⁠!

In this episode, your hosts Janelle and Stephen discuss online and offline marketing with interviews from Nate Andrews of Blend Marketing, Brennen Bliss of Propellic, and Renee Ventrice of Cork & Keg Tours. Included in the episode are some references to resources that you might find useful including: Arival Guide to Marketing with Google The 2024 Experiences Traveler Outlook The 2024 Tour Taker Report You can find out more about our guests here: Nate Andrew - Blend Marketing Brennen Bliss - Propellic Renee Ventrice - Cork & Keg Tours Connect with the hosts of The Voice of Experiences, Stephen Joyce, Janelle Visser, and Jeff Roe. If you are not an Arival Insider Pro, consider joining to get access to all of the Arival research and don't forget to join us at one of our upcoming events!