Despite AI, personalisation and human touch will remain central to tourism experiences, say speakers at KTM 2026

Foreign visitors at the 13th edition of the Kerala Travel Mart in Kochi. The event will conclude on September 27. | Photo Credit: THULASI KAKKAT Speakers at a seminar on ‘Evolving Customer Expectations’ held as part of the 13th edition of the Kerala Travel Mart (KTM 2026) here on Saturday (September 26) said that Keralam needs to broaden its tourism offerings beyond its established backwaters and traditional attractions and develop more holistic, personalised journeys as traveller expectations evolve.They pointed out that changing traveller behaviour, personalisation, artificial intelligence, and customer reviews are reshaping the hospitality and tourism industry. While technology, including AI, will increasingly influence hospitality, personalisation and human touch will remain central to the guest experience, they said.At a panel discussion on ‘Application of AI/Disruption by AI in the Tourism Industry’, speakers said AI helps travellers find destinations, automate bookings, compare options, manage dynamic pricing, and plan further, while also offering real-time recommendations and tailored itineraries. But the intervention of humans makes journeys memorable, since they understand travellers' emotions and create meaningful experiences. People must check every fact, including prices, visas, and policies, as AI can be confidently wrong, they added.Keralam has emerged as a major adventure tourism destination, overtaking Goa as a hub for adventure-based travel, as the State’s geographical diversity offers a broad spectrum of activities, said speakers at yet another seminar at the venue.The event will conclude at the Sagara and Samudrika Convention Centres on Willingdon Island here on Sunday (September 27). Published - September 26, 2026 09:14 pm IST