Gen AI is gaining real traction in corporate travel and this time, it’s more than experimentation. In this episode of In Phocus, Marilyn Markham, VP of AI and automation strategy at American Express Global Business Travel, and Mat Orrego, CEO and co-founder of Cornerstone Information Systems, explore how AI is reshaping the sector.

While early chatbots left many travelers frustrated and eager to “scream for a human,” today’s AI-powered assistants are changing expectations. The conversation examines whether corporate travel can combine modern generative AI with deep travel expertise to finally deliver the intelligent, intuitive chat experiences the industry once envisioned.

The discussion also dives into AI’s evolving role in the ecosystem, growing user comfort with AI agents, the shift from experimentation to real-world application, and the critical importance of data in powering what comes next.

As AI steps out from the wings and into daily operations, corporate travel may be entering a new era of intelligent assistance.

Gen AI is gaining real traction in corporate travel and this time, it&rsquo;s more than experimentation. In this episode of In Phocus, Marilyn Markham, VP of AI and automation strategy at American Express Global Business Travel, and Mat Orrego, CEO and co-founder of Cornerstone Information Systems, explore how AI is reshaping the sector.
While early chatbots left many travelers frustrated and eager to &ldquo;scream for a human,&rdquo; today&rsquo;s AI-powered assistants are changing expectations. The conversation examines whether corporate travel can combine modern generative AI with deep travel expertise to finally deliver the intelligent, intuitive chat experiences the industry once envisioned.
The discussion also dives into AI&rsquo;s evolving role in the ecosystem, growing user comfort with AI agents, the shift from experimentation to real-world application, and the critical importance of data in powering what comes next.
As AI steps out from the wings and into daily operations, corporate travel may be entering a new era of intelligent assistance.

A regular dissection of the news, issues and trends in travel and technology, featuring interviews with industry executives and entrepreneurs and hosted by PhocusWire editors.

A regular dissection of the news, issues and trends in travel and technology, featuring interviews with industry executives and entrepreneurs and hosted by PhocusWire editors.

In Phocus is a regular dissection of the news, issues and trends in travel and technology, featuring interviews with industry executives and entrepreneurs and hosted by PhocusWire editors.

In Phocus

Corporate travel is moving beyond AI experimentation as industry leaders explore how modern generative AI and data can revive smarter, more traveler-friendly chatbots and assistants.

Data and AI evolution in corporate travel

Nishank Gopalkrishnan, six months into his role as CEO of Dreamlines, is focused on understanding both the cruise industry and how the company can stand out in a relatively under-digitized segment of travel. Drawing on experience across startups and major players like TUI and MakeMyTrip, he sees cruises as a fragmented market with significant room for innovation. Despite representing only a small share of global tourism, the cruise sector presents a major opportunity to modernize booking and packaging, which he and his team are actively working to reimagine.

A key pillar of this transformation is artificial intelligence, which Dreamlines is embedding into its rebuilt technology stack to drive more efficient and dynamic cruise packaging across both consumer and business channels. Gopalkrishnan also points to AI’s potential to enhance personalization, particularly within loyalty programs, while acknowledging broader industry challenges and his own early hurdles as CEO. Overall, his vision centers on leveraging technology to unlock a more seamless, personalized and scalable cruise experience.

Nishank Gopalkrishnan, six months into his role as CEO of Dreamlines, is focused on understanding both the cruise industry and how the company can stand out in a relatively under-digitized segment of travel. Drawing on experience across startups and major players like TUI and MakeMyTrip, he sees cruises as a fragmented market with significant room for innovation. Despite representing only a small share of global tourism, the cruise sector presents a major opportunity to modernize booking and packaging, which he and his team are actively working to reimagine.
A key pillar of this transformation is artificial intelligence, which Dreamlines is embedding into its rebuilt technology stack to drive more efficient and dynamic cruise packaging across both consumer and business channels. Gopalkrishnan also points to AI&rsquo;s potential to enhance personalization, particularly within loyalty programs, while acknowledging broader industry challenges and his own early hurdles as CEO. Overall, his vision centers on leveraging technology to unlock a more seamless, personalized and scalable cruise experience.

Dreamlines CEO Nishank Gopalkrishnan is betting on AI and digital innovation to modernize cruise booking and unlock growth in an underdeveloped segment of the travel industry.

CEO Spotlight: Nishank Gopalkrishnan of Dreamlines

Travel companies are entering a far more regulated era as governments in Europe and the U.K. expand consumer protections to reflect how travel is now bought and sold. Historically, regulations like the Package Travel Directive focused on bundled trips, but new rules extend coverage to services purchased within a 24-hour window, even if booked separately across a single platform. According to Rhys Griffiths of Fox Williams, this marks a significant shift, potentially requiring more companies to obtain licenses and implement insolvency protections. As a result, businesses that once operated outside strict regulatory frameworks may now face tighter operational constraints and oversight.

At the same time, broader regulatory pressures are intensifying. The EU’s Corporate Sustainability Reporting Directive will require travel companies to disclose environmental, social and governance risks, including how climate change could impact demand patterns and business performance. Additional measures like the Digital Services Act are also increasing scrutiny, particularly around online content such as illegal listings. With penalties increasingly tied to company turnover, the financial stakes are high. Taken together, these changes are dramatically widening the regulatory net, catching many travel companies off guard as they struggle to keep pace with evolving compliance requirements.

Travel companies are entering a far more regulated era as governments in Europe and the U.K. expand consumer protections to reflect how travel is now bought and sold. Historically, regulations like the Package Travel Directive focused on bundled trips, but new rules extend coverage to services purchased within a 24-hour window, even if booked separately across a single platform. According to Rhys Griffiths of Fox Williams, this marks a significant shift, potentially requiring more companies to obtain licenses and implement insolvency protections. As a result, businesses that once operated outside strict regulatory frameworks may now face tighter operational constraints and oversight.
At the same time, broader regulatory pressures are intensifying. The EU&rsquo;s Corporate Sustainability Reporting Directive will require travel companies to disclose environmental, social and governance risks, including how climate change could impact demand patterns and business performance. Additional measures like the Digital Services Act are also increasing scrutiny, particularly around online content such as illegal listings. With penalties increasingly tied to company turnover, the financial stakes are high. Taken together, these changes are dramatically widening the regulatory net, catching many travel companies off guard as they struggle to keep pace with evolving compliance requirements.

Travel companies face sweeping new regulations across Europe and the U.K., expanding consumer protections, ESG reporting requirements and compliance risks that will significantly impact how they operate.

Travel platforms face cost and compliance impact of changing regulations

The airline distribution landscape is entering a new phase as New Distribution Capability (NDC) adoption accelerates and the industry moves toward modern offer and order models. In this episode, Jeremy Jameson, VP of the Americas at Mystifly, and Jesus Monzo Faubel, senior director of flights (west) at PKFARE, discuss how improved servicing and post-ticketing functionality are beginning to drive real operational efficiencies. While adoption still varies across airlines and agencies, both note that the foundation is now in place, with airlines in Europe and the U.S. leading the way through stronger content strategies and distribution approaches, while travel sellers continue to navigate technology and post-booking challenges.

The conversation also explores what comes next, including the growing role of intermediaries in bridging gaps across the ecosystem and making NDC content more accessible. Looking ahead, Jameson and Faubel highlight the importance of data and customer-centric retailing, emphasizing the need for robust data architecture to better understand traveler behavior. Combined with advances in AI, these capabilities are set to power more dynamic, personalized and responsive travel experiences as airline distribution continues to evolve.

The airline distribution landscape is entering a new phase as New Distribution Capability (NDC) adoption accelerates and the industry moves toward modern offer and order models. In this episode, Jeremy Jameson, VP of the Americas at Mystifly, and Jesus Monzo Faubel, senior director of flights (west) at PKFARE, discuss how improved servicing and post-ticketing functionality are beginning to drive real operational efficiencies. While adoption still varies across airlines and agencies, both note that the foundation is now in place, with airlines in Europe and the U.S. leading the way through stronger content strategies and distribution approaches, while travel sellers continue to navigate technology and post-booking challenges.
The conversation also explores what comes next, including the growing role of intermediaries in bridging gaps across the ecosystem and making NDC content more accessible. Looking ahead, Jameson and Faubel highlight the importance of data and customer-centric retailing, emphasizing the need for robust data architecture to better understand traveler behavior. Combined with advances in AI, these capabilities are set to power more dynamic, personalized and responsive travel experiences as airline distribution continues to evolve.

Jeremy Jameson of Mystifly and Jesus Monzo Faubel of PKFARE explore how accelerating NDC adoption, evolving airline retailing strategies and advances in data and AI are reshaping distribution and driving more personalized travel experiences.

Data and AI evolution in corporate travel

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