The New Age(nts): Impact of Generative AI on Company Operations

Summary

The New Age(nts) Trend Series is a series of online conversations hosted by Phocuswright exploring the impact of generative AI (GenAI) and autonomous agents on the travel industry. Five online events are taking place from March through September of 2025 which align with the five trends outlined in the report Travel Innovation and Technology Trends 2025.

Travel companies are already streamlining their operations using GenAI, from customer service to sales and marketing to content creation. But bigger disruption is on the horizon, with autonomous agents powered by GenAI models like o3 capable of superior logic and understanding poised to challenge human capabilities.

This analysis briefly covers the most important takeaways from the discussion and subsequent audience questions for Phocuswright subscribers.

Key questions answered by this summary (and its corresponding video seminar) include:

• How will GenAI and autonomous agents affect the way companies are run?
• What will the impact on industry infrastructure and the workforce be?
• How are autonomous agents already being used in real travel businesses?
• What cultural or organizational shifts are needed to adopt GenAI?
• Will startups or incumbents benefit more from GenAI?
• How will autonomous agents change customer engagement and distribution?
• What are the risks or reasons GenAI may not deliver as expected?