Customer Connect Expo 2026 will run September 9-10 at the Georgia World Congress Center in Atlanta, putting artificial intelligence and customer experience strategies directly in front of hospitality and events professionals. Airlines, hotel groups, cruise operators, and destination marketers are adopting the same engagement technologies showcased at the event, making it a practical source of insight for anyone managing traveller expectations, guest communications, or event logistics.
The expo is not limited to travel, but its content increasingly draws attendance from aviation, tourism, and hospitality sectors. Exhibitors will demonstrate AI-powered virtual agents, multilingual communication platforms, and predictive analytics tools that help businesses handle high-volume customer interactions across phone, email, messaging apps, and social channels. For hotel and event teams, these solutions address persistent challenges: staffing shortages, around-the-clock guest requests, and the need for consistent service during disruptions.
Atlanta's convention infrastructure supports large-scale business events
Hosting the expo reinforces Atlanta's position as a leading MICE destination. The Georgia World Congress Center, one of the largest convention facilities in the U.S., provides the space and connectivity needed for international trade events that draw thousands of delegates. Its downtown location gives attendees quick access to hotels, restaurants, and entertainment districts, creating additional business for the city's hospitality sector.
Events of this scale generate substantial economic activity for local hotels, transportation providers, and visitor attractions. For hospitality professionals, the influx of business travellers offers a real-time case study in managing group bookings, corporate event services, and delegate experiences - all while the technologies being discussed on the show floor are designed to improve those very operations.
AI takes centre stage with practical applications for hotels and events
Artificial intelligence will dominate the conference programme. Sessions will cover generative AI, intelligent automation, and predictive analytics, with direct implications for guest services. Airlines are using AI to automate flight notifications and disruption management. Hotels are deploying intelligent virtual assistants to handle reservations, concierge requests, and guest inquiries 24/7. These same tools can support event venues managing attendee questions, room service, or last-minute schedule changes.
For hospitality teams, the value lies in reducing manual workload while maintaining personalised service. As one organiser put it, the technologies on display represent "innovations that place customer experience at the centre of business operations." Real-time translation and interpretation platforms also feature prominently, improving accessibility for international guests and emergency communications - a critical need for hotels, airports, and large event spaces.
Industry leaders from Tripadvisor and Spirit Airlines share frontline experience
Confirmed speakers include Christine Maguire, Global Vice President at Tripadvisor, and Vanessa Hardy Bowen, Director of Guest Care and Contact Centers at Spirit Airlines. Maguire's session will touch on traveller trust, online reputation management, and personalised discovery - areas where hotels and tourism boards rely heavily on reviews and digital engagement to influence booking decisions. Bowen will address customer communication during disruptions, baggage handling, and service recovery, offering lessons that translate directly to hotel front desks, event registration, and guest relations teams.
Their participation signals how seriously travel brands now treat customer experience as a competitive advantage. For hospitality and events professionals, the strategies discussed are immediately applicable: managing online reputation across platforms, using AI to anticipate guest needs, and training staff to handle service failures with speed and empathy.
Why this matters for Hospitality and Events
The technologies and tactics at Customer Connect Expo 2026 are not theoretical. Hotels, convention centres, and event planners are already using AI for Customer Support to manage guest inquiries across languages and time zones, reducing response times and freeing staff for higher-value interactions. The same multilingual platforms and virtual agents can help a front desk team assist international delegates or an event coordinator field attendee questions during a conference. For professionals looking to build these capabilities, resources like AI for Hospitality & Events training provide practical pathways to adopt the tools that will be on display in Atlanta. Ignoring this shift means leaving revenue and loyalty on the table - because guests now expect instant, personalised, and proactive service at every touchpoint.
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