Season 2 - Episode 23 - Craig Randell – CIO of HotelPlan – “The Future of hospitality and the impact of technology”

Talent Smart Podcast

Craig is currently serving as the Group Director of IT at Hotelplan Group, overseeing technology strategy and operations for some of the UK's most respected travel brands. His leadership has been pivotal in enhancing operational efficiency and delivering exceptional customer experiences. Recognised for his strategic vision and ability to lead Global cross-functional teams, Craig has been instrumental in implementing agile methodologies, enhancing cybersecurity measures, and fostering a culture of continuous improvement. His expertise encompasses IT governance, project management and delivering technology solutions with evolving business needs.

In the episode, we asked Craig what are the biggest shifts you’re seeing right now in how travellers interact with technology across the entire journey (from mobile apps to in-destination experiences), also how is he seeing technology bridge the gap between the booking stage and the actual adventure.

We also spent some time looking ahead at what emerging technologies will have the biggest impact on the hospitality and adventure travel sectors, together with how to balance investing in cutting-edge innovation while ensuring it aligns with the core guest experience and commercial reality.

Craig also gave us an insight into what role will data and AI play in shaping the next wave of personalised, immersive travel experiences, and also how sustainability and digital innovation working hand-in-hand—particularly in the context of adventure travel and global exploration.

Craig shared with us an amazing idea of using virtual and augmented reality to create travel experiences for those who may not be able to physically go to places; whether due to cost of differability restrictions.

Finally, Craig shared some advice for other tech leaders in hospitality who are trying to push boundaries without losing sight of what makes travel magical.