As a student, Adrienne Enggist, Senior Director of Product, Customer Experience and Platforms for Booking.com, had an epiphany, not a hallucination, when she listened to Timothy O’Leary, the late American psychologist and author known for his strong advocacy of psychedelic drugs.

He wasn’t talking about acid but of the future, she said. ““He asked us to imagine a future that’s less than 20 years away, where you can talk to anybody in the world instantly in real time without paying for long distance … and he spoke of how you could create content like Arnold Schwarzenegger with Loni Anderson's head …”

That’s when she decided “that’s the world I want to work in”. Fast forward to now and Adrienne says all the things O’Leary spoke about – it was around 1987 – have come to pass – deep fakes that you can generate with an app, for instance.

In this episode of Customer Love, hosts Yeoh Siew Hoon (Founder, WiT) and Laura Houldsworth (Managing Director & Vice President for Asia Pacific, Booking.com) speak with Enggist about her views on AI taking over travel and hospitality and the role of tech in creating better products for customers.

For starters, Enggist's advice to developers is “you've got to make your mistakes differently”.

As for how she thinks AI will impact travel and how you can cook up “AI and Product Love” into your business to win “Customer Love”, have a listen.