In an era dominated by technological disruption and economic headwinds, the future of global tourism hinges not on replacing the human touch, but on elevating it.
At the recently concluded twelfth Global Tourism Economy Forum (GTEF) in Macau, we at Travel Daily Media had the opportunity to speak to GTEF secretary-general and co-chair / managing director of MGM China Holdings Pansy Ho who offered her insights regarding the matter.
During the session, Ho outlined a forward-looking vision for urban travel, destination resilience, and cross-border collaboration.
Contemplating two realities
As generative AI and automated systems redefine service delivery, industry leaders face a dual reality: leveraging technology’s efficiency without eroding the emotional core of hospitality.
In light of this, Ho dismissed fears that artificial intelligence would make physical travel obsolete, arguing that automation ultimately fuels the desire for real-world exploration.
As she put it:"Tourism exists because people still want to physically visit places. As people rely more on AI to resolve daily work burdens, they will hopefully have more leisure time to rest, pursue personal interests, and explore the real world. Tourism becomes even more appealing and relevant in an AI-driven era."
The need for a more level playing field
While global hotel chains possess the capital to deploy high-tech infrastructure, Ho highlighted how AI algorithms and targeted digital platforms are democratising the sector for smaller operators.
By matching compelling content with niche audiences, independent properties can compete on quality and narrative rather than sheer marketing scale.
However, standing out in an AI-saturated market demands a shift toward deeper, culturally rooted experiences.
In which case, standard hospitality services are no longer enough: providers across every level must become storytellers.
Ho said of this:"To stand out against AI, you must emphasise the human element: authenticity, lineage, and emotional connections to a place. AI can present structured facts, but humans convey emotion and meaning. Ultimately, authenticity will always triumph over basic AI generation."
Multi-destination models vs the rising cost of travel
Addressing current global economic pressures and rising travel costs, Ho advocated for flexible regional strategies to cushion long-haul itineraries against inflation.
Central to this approach is the expansion of the One Journey, Multiple Stops framework across China and the Greater Bay Area.
By transforming transit hubs into destination stopovers, similar to models established in the Middle East, travellers gain greater value from single, multi-city itineraries.
AI planners further simplify this transition by generating seamless multi-stop routes and price comparisons, removing logistical friction for long-distance visitors.
At its core, tourism remains a faith industry
Ho also pointed to deepening links with emerging global tourism hubs, particularly Saudi Arabia, where she serves on the board of international conventions such as TOURISE.
Facilitating bilateral exchanges between Hong Kong, Macau, and the Middle East remains a strategic priority for long-term infrastructure and trade growth.
Reflecting on Macau’s evolution from a modest trading post to a premier luxury and experiential travel hub, she emphatically declared that long-term transformation requires unwavering vision and confidence.
She said: "People often say tourism is a peace industry, but I believe it is equally a faith industry. You have to truly believe in what you are selling; tourism elevates retail by surrounding products with culture and experience."
As global destinations navigate technological acceleration, Ho’s mandate for the sector remains clear: technology must serve as the facilitator, but authentic human connection will remain the primary destination.
