Expedia’s CPO Envisions AI as a Travel Companion

As artificial intelligence continues to reshape the travel industry, Expedia Group is doubling down on innovation to create a more seamless and intelligent experience for travelers. At Phocuswright Europe in Barcelona, Shilpa Ranganathan, the newly appointed chief product officer of Expedia Group, shared her vision for the company’s future, emphasizing the need for AI-driven travel companionship and tighter service integration.

Expedia has already introduced a variety of AI-powered tools, including the Expedia Trip Matching feature, aimed at helping users find compatible itineraries. While some innovations, like the AI assistant Romie, have come and gone, Ranganathan highlighted a critical gap in the customer journey: the lack of a unified, intelligent AI agent capable of handling the complexities of real-world travel planning and execution.

“We need to build a ‘trusted companion’—an AI that doesn’t just book a trip but supports the traveler throughout the journey,” Ranganathan said. She envisions a “one touch experience” where planning a multi-leg trip doesn’t take hours and information is automatically coordinated across services. That kind of simplicity, she noted, remains elusive in current platforms.

A key focus for Expedia now is improving the actual trip experience, not just the booking. Ranganathan pointed out the lack of communication when plans change mid-trip. “If your flight gets delayed, who informs the hotel or car rental agency? Today, travelers are left to handle those disruptions on their own,” she said. AI can close that gap by proactively managing updates across providers to ensure continuity.

Another opportunity lies in agent-to-agent communication. While Expedia’s internal servicing and shopping agents already share data, Ranganathan believes the future lies in cross-platform coordination. “Imagine planning a trip to Portugal and having your booking agent seamlessly coordinate with a local AI agent that arranges personalized tours. That’s the next level of AI orchestration,” she said.

In her broader remarks, Ranganathan emphasized Expedia’s goal of transforming from a transactional platform into a connected ecosystem that anticipates and responds to travelers’ needs. As the company continues refining its AI and distribution strategies, she sees intelligent automation not just as a technical upgrade, but as a tool to elevate service, personalization, and customer trust.

With travel becoming more dynamic and complex, Ranganathan’s vision signals a push toward holistic, AI-led solutions that accompany travelers at every step—before, during, and after a trip.

Tags: phocuswire, SyndicEx250629B

Expedia’s CPO Envisions AI as a Travel Companion

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