Skift Global Forum 2026: Spotnana CEO on AI Savings
Spotnana CEO Steve Singh previews his Skift Global Forum 2026 session in New York, stating AI cuts post-booking servicing costs by half.
Stock photo for illustration only, not from the actual event
- Steve Singh argues the travel industry overlooks post-booking servicing value
- Spotnana uses AI to handle cancellations and refunds, cutting costs by 50%
- Direct integrations with providers synchronize booking changes across systems
- AI curation strategy aims for 95% precision in matching traveler preferences
While most travel companies focus their attention entirely on discovery and ticket sales, Steve Singh points past the booking phase to the unglamorous work that happens afterward. The Spotnana executive chairman and CEO, speaking at the Skift Global Forum 2026 in New York City from September 22 to 24, 2026, lays out how artificial intelligence is quietly reshaping the economics of post-purchase operations.
Spotnana has observed remarkable labor cost savings among its customers and partners through the integration of AI and automated servicing workflows across diverse content sources. Singh believes that combining proactive, personalized servicing with AI can reduce overall servicing expenses by half or more.
Automating repetitive tasks like cancellations and refunds frees human agents from manual queues, allowing them to focus on high-value interactions where personal empathy and human touch genuinely matter to customer retention.
Key takeaways highlighted by Singh include:
- The majority of the traditional servicing queue remains manual and repetitive
- Human agents shift toward interactions requiring a personal touch
- Travelers expect seamless assistance from any staff member throughout their trip
Stock photo for illustration only, not from the actual event
As technology advances, travelers increasingly expect to receive assistance from anyone throughout their journey. This demand drives Spotnana to collaborate with leading travel providers, establishing direct connections that synchronize booking modifications across all systems so that changes made anywhere reflect everywhere instantly.
"Anyone can sell a ticket. The hard part is delivering service, and service is where trust is earned or lost."
Steve Singh, Spotnana CEO
Furthermore, as conversational AI booking experiences narrow down choices to a select few recommendations, curation becomes a critical design consideration. Spotnana aims to present travelers with the exact options they would have selected at least 95% of the time, relying on deep direct integrations with airlines, hotel chains, and providers to secure rich and accurate product data.
Source: Skift
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