Associations New eBook from Milestone Inc. and HSMAI examines AI’s impact on the hospitality guest journey

 

Milestone Inc., in collaboration with the Hospitality Sales and Marketing Association International (HSMAI), has released a new eBook titled “How AI is Impacting the Hospitality Customer Journey.” The publication examines how artificial intelligence is reshaping each stage of the hospitality experience, from search and booking to personalization, on-property engagement and loyalty.

The eBook outlines the increasing role of AI search engines, Generative Engine Optimization (GEO), AI agents and AI-native content platforms in hospitality marketing. These developments are influencing how hotels remain visible online and how travellers discover and select accommodation. The publication also includes case studies from hotel brands that have adopted AI-driven strategies to support direct bookings, operational efficiency and guest experience.

“AI is no longer an emerging trend; it’s the new operating system of the guest journey,” said Anil Aggarwal, CEO of Milestone. “This eBook helps hoteliers understand where to focus investment and how to use AI to meet rising guest expectations while driving direct bookings.”

Brian Hicks, President & CEO of HSMAI, added: “Instead of browsing through links, travelers will increasingly expect personalized, conversational recommendations to guide them seamlessly from discovery to booking. This eBook is designed to help hospitality leaders adapt to this shift and ensure their brands remain visible and competitive.”

For hospitality professionals, the publication provides practical frameworks for adapting digital strategies, with a focus on AI-native platforms, data integration and future-readiness in marketing and guest engagement.

Tags: Anil Aggarwal, Milestone  Brian Hicks,  HSMAI,