Jo Lai

Jo Lai

Head of Customer Experience Hopper

Jo Lai is the Vice President of AI & Customer Experience at HTS (Hopper Technology Solutions), where she leads strategic initiatives in digital customer experience, AI, and self-service innovation. Jo directs transformative projects leveraging advanced AI to boost efficiency and elevate customer satisfaction for millions of travelers worldwide. Her deep industry expertise, collaborative leadership, and commitment to innovation establish her as a respected voice shaping the future of customer experience.

Designing the Future Travel Enterprise: Intelligence, AI & Data in Action

10:10 AM KEYNOTE PANEL DISCUSSION - Leading the AI Change Transformation: Aligning Teams to Scale Faster and Outpace The Competition

AI rollouts stall when teams learn in silos, chase shiny tools, or fear what it means for their roles. This panel gets practical about leading AI change at scale—how executives set the narrative, pick priorities that matter, and help teams grow together. Hear from travel brands that are moving from scattered experiments to a coordinated AI program—common platforms, shared standards, clear ownership, and a communications cadence that keeps teams rowing in the same direction.

Uncover how travel leaders are effectively guiding their teams through this change and:

  • Prioritizing use cases that align to revenue, cost, and safety
  • Building internal communication channels to share insights and drive collective progress
  • Creating frameworks for responsible AI testing without duplicating effort
  • Measuring adoption and impact to fund what works.

Check out the incredible speaker line-up to see who will be joining Jo.

Download The Latest Agenda