What's Happening?
At the Skift Asia Forum 2026, David Liu, Chief Customer Experience Officer of Klook, and Tejveer Singh Bedi, VP Commercial of Traveloka, discussed the evolving concept of 'high touch' in the Asian travel market. They emphasized that high touch no longer
necessarily involves human interaction, but rather the ability to provide customers with what they need at the moment they need it, whether through human or AI assistance. Bedi highlighted Traveloka's TPayLater service, a Buy Now, Pay Later option, as an example of adapting to local market needs, particularly in regions with low credit card penetration. The discussion underscored the importance of localization and technology in meeting diverse customer expectations across Asia.
Why It's Important?
The shift from traditional human-centric service models to technology-driven solutions reflects broader trends in the travel industry, where efficiency and personalization are increasingly prioritized. By leveraging AI and localized payment solutions, companies like Klook and Traveloka can better cater to the unique needs of different markets, enhancing customer satisfaction and loyalty. This approach not only improves operational efficiency but also positions these companies to capture a larger share of the rapidly growing Asian travel market.
What's Next?
As technology continues to advance, travel companies are likely to further integrate AI and localized solutions into their service offerings. This could lead to more personalized and efficient travel experiences, driving customer engagement and retention. Companies will need to continuously innovate and adapt to changing consumer preferences and technological advancements to maintain a competitive edge in the dynamic travel industry.
