AI-powered discovery is transforming how consumers research, evaluate, and purchase travel, challenging long-established approaches to customer acquisition. To be sure, travellers arrive at brands now with clearer expectations and stronger purpose, meaning the brands themselves must reconsider how they differentiate their products and services, how they use customer data, and how they deliver value beyond price.
These challenges sit at the core of Alessio Cantoro's role as Customer Acquisition Director at lastminute.com. And this conversation explores how he's navigating them. He unpacks the evolving acquisition landscape and the organisational capabilities needed to respond accordingly.
Key themes:
- How AI is reshaping the levers brands can pull to convert customer intent
- Why well-documented data foundations and governed, self-service analytics can strengthen decision-making and create competitive advantage
- How businesses can integrate AI into their operating models while preserving human judgement
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