Kochi, Sept. 26 -- Kerala needs to broaden its tourism offerings beyond established attractions such as backwaters and beaches and develop more holistic and personalised journeys as traveller expectations evolve, industry leaders said at a seminar held as part of Kerala Travel Mart (KTM) 2026 here.
The seminar on 'Evolving Customer Expectations' discussed changing traveller behaviour, personalisation, artificial intelligence (AI) and the growing influence of customer reviews on the hospitality and tourism sector.
The session, moderated by Lalith Viswakumar, Kerala Head, Taj Hotels & Resorts, noted that while technology, including AI, would increasingly influence the hospitality sector, personalisation and the human touch would remain cent...