The Modern Hotelier #46: Helping Hospitality Evolve with AI | with Jacqueline Nunley
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Jacqueline Nunley: [00:00:00] I think it's important for hoteliers to get your operations, get your house in order. Help your employees be able to deliver good hospitality. At the same time, keep your ear to the ground about your guest who is changing and evolving consistently, but will help you narrow in where it is that you should focus on improving the experience so that you can continue to be successful. 

David Millili: Welcome to The Modern Hotelier. I'm your host, David Millili.

Steve Carran: I'm your co host Steve Carran.

Jon Bumhoffer: And I'm the [00:01:00] producer, Jon Bumhoffer.

David Millili: Steve, who do we have on the program today?

Steve Carran: Yeah, David. Today we have on Jacque Nunley. Jacque is an experienced world traveler that has spent more than 20 years in the technology industry. She's held leadership positions in the strategy, revenue management, and online distribution with many of the leading global hotel software providers.

Currently, Jacque is a travel and hospitality industry advisor. at Salesforce, where she lends her industry expertise to help deliver the next generation of hospitality solutions and strategies. Welcome to the show, Jacque.

Jacqueline Nunley: Thank you so much.

David Millili: Jacque, we're going to go through three sections. We're going to get to know you a little bit better. We're going to get into your career, and then we're going to talk about the industry. Sound good?

Jacqueline Nunley: All right.

David Millili: Okay, so what was the worst job you ever had?

Jacqueline Nunley: Oh my gosh.

I don't want to say there've been too many, but very early in my career, this was, you know, school jobs and that sort of thing. I worked [00:02:00] at an interior design company that specialized in Cape house furniture. And without a doubt, that was It's probably the worst job and I was terrible.

It was a terrible fit, because of the, into office dynamics, they nothing short of a nightmare. The team, instead of working collaboratively, they often found themselves in competition and trying to outshine each other for approval from, you know, the various supervisors. So the office was kind of like a maze of ego clashes.

And it just made it impossible to feel any sort of sense of camaraderie. So that was probably the worst. I think I was there about three weeks.

David Millili: Yeah, are you a morning or a night person?

Jacqueline Nunley: Oh, I'm both. Anyone who knows me knows that I do not to sleep. I don't like sleeping.

David Millili: All right, so if you could delete all [00:03:00] the apps from your phone except for three, what three apps are you going to keep on your phone?

Jacqueline Nunley: Oh, wow. Three apps. okay. FaceTime, Insight Timer, and, Spark for email.

David Millili: What's the most used emoji for you? What do you use the most?

Jacqueline Nunley: For me, oh, well, you just have to look at my LinkedIn posts for that. I think that I probably, maybe it's a tie. Between the, you know, dying of laughter one and the red heart,

David Millili: Got it. Do you have a favorite singer or band?

Jacqueline Nunley: David, I live in Austin. 

David Millili: Gotta pick 

Jacqueline Nunley: hard to narrow down just one. I listen to all sorts of genres, but what I do is probably the best way to answer this is, you know, who do I revive, and really get into. So right now I am listening to the revival of an artist called [00:04:00] Michel Degue Ocello, from the early 90s. very interesting, artist, and yeah, I'm enjoying that bit of revival right now.

David Millili: So since you brought in Austin, it's your last night in Austin, you're moving, what restaurant do you go to?

Jacqueline Nunley: Oh, that one's so easy. there is an incredible restaurant here called Olomé. it is southern comfort food and by far just exceeds every expectation I have for a good meal and a good environment.

David Millili: So you have your own talk show. Who's the first guest you have on?

Jacqueline Nunley: Ooh, dead or alive.

David Millili: pick. You can choose.

Jacqueline Nunley: well, alive, probably, Bezoma St. John, she's just an incredible woman who, is just a marketing genius. A lot of people say that, you know, we wouldn't know Pepsi or Apple or Uber, if it wasn't [00:05:00] for her, and, she's been... You know, kind of like Geralda Des, a change agent, she's also a Hall of Fame inducted marketing executive and I think recently an author.

I haven't read her latest book, but I am dying to. Just an incredible force nature.

David Millili: so now you have a time machine. You can go to the future or the past. Which way are you going and what year are you going to?

Jacqueline Nunley: I'm going to the future and probably, 2023. Sorry, 2323. Sorry, 2323, so let's do 300 years. Yeah, because yeah, I'm pretty sure that anything that we have tried to predict will probably be different. So I believe that maybe and our goals will be profoundly different. and probably, you know, beyond our imagination that we have now, [00:06:00] but that's what's so interesting about that.

Steve Carran: Absolutely. That was great. So now we'll get to learn a little bit more about your backstory. What makes you tick? Things like that. So you went to an all girls high school in, I hope I'm saying this right, Nairobi, Kenya. 

Jacqueline Nunley: That's right. 

Steve Carran: is that where you grew up?

Jacqueline Nunley: Yes. That is where I grew up. I went to a all girls Irish Catholic school and, yeah, that was an interesting time that period of time, but that's where I grew up and, you know, if you know anything about Kenya,it's probably the reason why I kind of went into this field, because Kenya's so big on tourism and travel.

Steve Carran: So that's kind of how Kenya shaped you. Was that really got the passion about the travel industry and hospitality?

Jacqueline Nunley: Well, I, I think considering that I, you know, grew up there, I couldn't help it. So, it's just known for its dedication and celebration of, you know, [00:07:00] tourism and travel, so I think the foundation was my family's affinity travel, but I believe that my, you know, love for meeting new people, seeing new places, and then art as well, and the various interesting places and that the pieces kind of, come from, all played apart. And I think lastly, you know, it's my obsession with technology and bringing those all together for me is kind of what built the interest and desire to see the world. So it also, kind of influenced how I've dedicated my career to making it easier to travel using technology.

David Millili: So you got your bachelor's in computer science at University of Nairobi. What led you to computer science?

Jacqueline Nunley: just tinkering, you know, my father was very into the arts, my mother was very into the [00:08:00] sciences, so it's really a combination of both, I mean, think about it, we're consistently creating, right? Even now, here we are. We're not only creating content, but we're creating ideas for our industry and the catalyst is talking about technology.

It's how things work together as, I've gotten older, I've realized that everything's pretty much connected. And, could start in a completely different field and end up in, you know, a completely different one, but use the principles and the values that actually come from what you've learned.

I think intelligence is about your ability to apply what you have learned to what it is that you are doing.

David Millili: any funny stories or organizations that you were involved with at university you care to share?

Jacqueline Nunley: no, not really,

David Millili: Okay.

Jacqueline Nunley: meaning I, don't really, I didn't really get into, being part of a lot of organizations. [00:09:00] I think that came later in life, where, you know, community tends to be extremely important to reduce the burden of figuring it out, you know, yourself, and seeking the right sort of communities should.

Be able to inspire you. it should also be able to support a common goal, so to speak. Otherwise, you know, think that organizations can become a little bit cultish and that's what we should be trying to avoid. It's do your checks and balances? Do they really align with where it is that you're trying to go?

Steve Carran: Absolutely. And you have traveled all over the world. is there a favorite place that you've traveled or, maybe a favorite art piece or favorite food you've had while traveling?

Jacqueline Nunley: all three, lead to one place, when you travel so much, I mean, home holds a very [00:10:00] special place for you, but the one place that really had the most significance for me and always does when I return is, the island of Zanzibar. Zanzibar's got some really great history, the people are incredibly kind and friendly, right?

And, it actually leads to that favorite, you know, meal that I once had, and was very interesting because the restaurant just had two tables. And it was in somebody's home, so you led through the living room where the kids are sitting watching telly and cartoons, and you're taken upstairs onto this terrace, and it was, you know, the mother of the house who cooked.

So basically you had a home cooked meal, on these two tables on the terrace, and it was the most incredible experience. And the best [00:11:00] food ever.

Steve Carran: I believe it. Is that like an actual restaurant or was that kind of some insider information you got?

Jacqueline Nunley: well, at the time when I first discovered it, it was insider information. and I was, I was in Zanzibar with a friend of mine. So it was like a workcation. I went to Zanzibar for work and then took a few days to kind of get to know the island. So this was you know, it's very similar Austin.

We have our secret. Places that the locals know, and one of the locals, you know, kind of made the reservation and said, this is gonna blow your mind. But I do believe it became quite well known later.

Steve Carran: Awesome. so now we'll get into your career a little bit. So, after college, you worked in Dubai for a few years, and then you came to the U. S. and worked at Cisco, Micros, and Sabre on the product side. what got you really interested in not only the tech [00:12:00] space, but the tech space in hospitality?

So, career actually started in hardware with, you know, Cisco systems and, and Threecom. So, I was in a marketing role at 3Com and that exposed me to the world of distribution and how distribution actually worked at the time. working for Cisco was more, gathering the skill set around, Sales.

Jacqueline Nunley: So I worked in support of a sales organization that sold hardware, but it kind of came to me that hardware wasn't really going anywhere. It would always be hardware. And this was the verge of the internet. Things were happening online. I was tinkering on my own. I was learning, professionally as well.

And that's what really got me into software because it's malleable. It's always changing. It's always evolving. And the more creative you are, the more [00:13:00] incredible things you can actually create. So, it was kind of like a natural progression from hardware to software. The way that it was connected with travel and hospitality especially was the fact that I was traveling.

And, it was really difficult. There are all sorts of impediments that you kind of, go through to want to, have to, or to have to travel to a place. So, I believe that travel doesn't really start with, you know, oh, just imagining a place and making a reservation. No, it's all the checks and balances that you have to do.

It's, do you need a visa? Do you have the right currency? What are the rules in the country? What should you be aware of, not aware of, et cetera. So that is really what kind of got me into the whole travel and the hospitality space. It was trying to make it easier for me to travel [00:14:00] selfishly, but then I wanted to help others do the same.

So, you know, you and I have had lots of conversations. I'm really. very clear about where my passion lies. It's really about Aunt Susan getting to her grandkids for Thanksgiving. That is what drives me, in this space. And that's the reason why I've completely fallen in love with this industry and continue to try and, you know, be as helpful as I possibly can.

Steve Carran: I love that. I love that. So, when you came to the U. S., I know you did a lot of travel, but was there a culture shock? Was there kind of some getting used to

Jacqueline Nunley: Yeah. Oh yeah, totally.

Steve Carran: What was the biggest kind of culture shock or kind of the biggest thing to get used to?

Jacqueline Nunley: Well, first of all, this country is so big.

So it's 10 different countries. It's not, you know, just one country and I had rules as well. I was like, well, [00:15:00] everywhere that I go, I want to be able to stand still for a few minutes and get to know the people and the region. So it fluctuated between two and five years in a place and then, you know, travel region.

And it's very interesting, you know, I started on the East Coast and did the East Coast, and then now I am in the middle, and I'm doing all the middle, and the next step is to do the West Coast, and, you know, do all of that. I think maybe most significant culture shock is just how people are different on the East versus the Middle versus the West.

Completely different culture, in food, in, even the way people express themselves. And I think that, you know, I've had to adjust as I've gone along. I found people on the East Coast really tend to correct me when I say words like, [00:16:00] you know, I'll be waiting for you at the lift.

Do you mean elevator? A lot of those nuances. So the East Coast tends be very astute when it comes to speaking properly. The West Coast, you know, and the middle right now is like, what you see is what you get, and I love that. There's very little pretending in the middle. it's everybody's super genuine and authentic, and it's kind of interesting how my journey has taken on a lot of that, you know, to be able to bring authenticity.

And what you see is what you get, and let's get real, and let's really, solve problems when it comes things that we're trying to evolve with the hospitality industry. And then, you know, I'm going to call David up and maybe some pointers on the West as I moved there.

David Millili: yeah, no, very well said. I mean, that's the biggest, when I talk to people from outside of the states, [00:17:00] especially, and we won't get into it, but politics, they don't really understand how different exactly what you said, the Northeast, about the Southeast, Central, West Coast, people don't get that. So very well said.

So from Doeto, you've been at Salesforce since 2018. Tell us what you're focused on at Salesforce right now.

Jacqueline Nunley: So at Salesforce, my role has evolved as well. so I joined Salesforce in 2018 as a part of the go to market team for travel and hospitality. And what was really interesting about how Salesforce put this group together, we had resources from. different areas to truly try and re imagine what travel and hospitality really looked like.

I thought that was brilliant. So, my role kind of evolved into an [00:18:00] industry advisor as there were different shifts. Salesforce, if there's anything about Salesforce, you can, you know, depend on it's change. And I like the way that they evolve into. Addressing what problems actually exist, but making those shifts and changes within the organization to support that.

So I work as a industry advisor for travel and hospitality, supporting our sales teams. with regards to their opportunities, I do spend a lot of time in research bringing, you know, the trends and the relevant information to our internal organizations, providing, guidance when it comes to, you know, strategies that we might be, working on with our customers and also bringing that message to the industry.

Of what Salesforce is doing in travel [00:19:00] and hospitality and how this absolutely crucial part of the engagement layer is really how to evolve where we were and, get on the train of where we're going.

David Millili: Right, so maybe, can you dive into that a little bit deeper, so, Salesforce, hospitality, the next few years, where's the focus and what really are you, along with Salesforce as a company, going to be focused on?

Jacqueline Nunley: Well, I think that, you know, the focus for every single industry right now is really how to, harness the, power of technology. When it comes to what the world is going to look like in a few years, I mean, if you really look at data and AI being the catalyst for that change, and affecting every single industry.

I think it's still early. However, there are [00:20:00] opportunities to be able to pivot and evolve, business as a whole. So the way that I see,Salesforce moving, the dial on travel and hospitality is through that lens. It's really about how do we help our customers, be successful.

Within their business and continue to evolve with the technology that we not only have available, but the solutions that we have available and the solutions that we're going to start to create in the future. Right now, everything is generative AI, but honestly, if you think about it, generative AI really solves the problems around some of the users when you look at the use cases, but it's really about how do you help the operation?

And I think that is really where we're focused. We have to help businesses move in a [00:21:00] way that is adaptable for them so that they can actually provide what we term as, you know, hospitality in the future. So that's what, where I'm kind of focused now. Is there anybody who's standing still right now?

I think we're all like being very malleable with regards to where it is that we're going to focus and then move.

Steve Carran: Absolutely. And man, you led into this next segment perfect. We're going to talk about industry trends now, and you and I have had many conversations about AI and kind of where it's going and where we see it going. But you know, what I, how is AI do you think going to help the hospitality industry as a whole?

Jacqueline Nunley: as a whole,

that's a big question. that's a really big question, but I think that really important to strike a balance. So when we're talking about how it's going to help as a whole, there, there's several [00:22:00] areas that we have to look at as we are designing how AI and data actually fit into hospitality.

So, I that number one, you know, is transparency and trust, being able to make the right decisions about what systems you are using that are very serious about the trust and privacy of, you know, not just hotel data, but customer data. is crucial. And then, you know, hotels using AI should be upfront about the data that they're using, how they collect it, and what they do with it.

I also think that, you know, AI as a whole should be designed with human centric principles in mind. So, instead of, if you thought of an example, let's just talk maybe outside of both of our realms. but you thought about a. a.[00:23:00] Hotel room, right? And you walk into a hotel room and it's designed to automatically adjust the temperature, the lights, et cetera.

You know, in a human centric kind of thought process, that's great that you have the capability to adjust all the settings based on the guest's data, right? But it might simply, be a little bit better or ease consumers into it by suggesting those settings and awaiting approval. That way, you know, guests are going to be able to feel like they are in control.

So I think it's about a balance. How do we introduce, AI as a whole? It really is about a balance and there's several areas. It starts with trust. It moves with assessments, feedback loops, gathering, you know, feedback from not just guests, but also staff and [00:24:00] operations, and then being able to assess what works or have the evidence of what works and then move forward and move forward centric way, because that's a really important component of, you know, our industry.

Steve Carran: Agree, a hundred percent. Absolutely.

David Millili: And we don't give out the questions ahead of time, but I think they must have leaked because you pretty much know all of our questions before we get to the next 

Jacqueline Nunley: my gosh. 

David Millili: so

Steve Carran: And,that is not planned right there,

David Millili: yeah. So AI is, you know, that's the buzz. Everyone's talking about AI from probably our parents to our kids to our colleagues. but data as well has always been something, you know, that we've talked about as an industry and how do you do a better job of utilizing it? So how do you think AI And data go hand in hand.

You gave a little bit of a taste in the previous answer, but how do you think those two go hand

Jacqueline Nunley: Oh my gosh, David, joined at the hip, so to speak. One does not exist without [00:25:00] the other. If we look at the basics, even now with, you know, everybody getting on the bike with chat GPT, it's not so much what. chat GPT spits out, it's really about what's the data that you are asking it to look at to provide you with a answer.

So the right questions, and I telling everybody, it's about the right questions. That are going to give you the right outcome and being very thoughtful and, specific about that. So that's just on the consumer side. When you look at the relationship between data and AI in hospitality, we have been collecting, data for the longest time.

If you look at, you know, loyalty programs. and course, I'm going to say this, with consent, [00:26:00] you know, collecting data with consent, loyalty programs or in just guest preferences. The most important thing is that we've already taken the steps to enrich that data and we've used the technology that we had all along to be able to action that data.

But the question now rises around... What are you doing with that data that's actually meaningful to the guest or the traveler, so to speak? So, for years and years, Steve, I'm sure that you've experienced this and David too, it's, okay, great, you know that I like foam pillows. And it's really about what are you doing that is meaningful with that data?

And now, all of a sudden, You actually have the tool that's going to allow you to be [00:27:00] able to do more with that data and doing more is really enhancing the data that you have to create the experiences that you want for the guest or the traveler. The second area is How has that data actually helped your organization?

And is that data accessible to the right people and departments? In a way that actually allows them to be more effective, more productive with what it is that you've tasked them to do. Especially with this, you know, whole labor shortage that we have, goodness, you know, I've spoken to so many people who work in our industry who are burnt out, really tired, they've taken two or three jobs, you know, within their own job, and this is still happening.

We can't ignore [00:28:00] that. It's still happening. When it comes to, you know, this is one of my favorite examples when it comes to, service, especially. When you look at service, the rise of conversational AI, AI, and then the lack of service, customer service agents being available and balancing all of that. Can you imagine a world where a conversational AI is able not just to look at guest's data and past interactions, but do it with such precision and speed that it really does lean into improving the guest who is calling in, which in some areas we call high touch, but the guest who is calling in.

To have a problem solved or get a question answered. That [00:29:00] is incredible because you think about all the interactions that you have today with service. And it's usually you call into a 1 800 number whatever, vendor, but you've got this, press 1 for this, press for this, press 3 for this, and then you're on hold, and by the time the agent comes onto the phone, you're extremely frustrated, and then the agent starts to ask you all of the verifying questions to verify that it is you, And by the time you get to your problem, if you're not screaming or you're not frustrated, and you know, you keep saying, it's your fault, but I'm so angry about having to go through this process.

And I've been on the phone for 20 minutes when it should have just been two minutes or a minute. That is where I see the power of data and AI working so well together. It's really all about [00:30:00] improving the customer's experience. And really alleviating, you know, some of the strain that has been taken by these agents because of the systems that have been put in place that have really marred the experience to get a checkbox checked.

a checkbox checked. So this is a really good example of how data and AI, will really work for hospitality, not just now, but in the future as we continue to create these solutions.

Steve Carran: Absolutely, and like right now with data, right, it's your email address, your phone number, your location, right? as technology advances and as more people start using headsets, do you think the data is going to change into, you know, not only personal information, but attention spans, what you're looking at and things like that?

So are we going to see this? Transition happen or do you think it's always gonna kind of be how it is today?[00:31:00] 

Jacqueline Nunley: We're definitely going to see a transition happen. Yeah. one of the things that I,that keeps me very secure when I sleep at night. is the fact that I can always count on the fact that things are going to change. I really truly believe that we are at the beginning, this is the advent of a completely different era.

of how we interact with technology, how we use technology. and How technology actually continues to evolve. So without going into the area where AI you know, a sentient being, that's not really the purpose. , that we to, you know, push AI into those sort of things.

But how can we look at the data that AI uses in a way that is going to help us build strategies with a clear vision of what we [00:32:00] want hospitality to be in the future. being very intentional about where AI fits and where it doesn't. Being, you know, incredibly focused on how can we be, catalysts of AI becoming more contextually aware and adaptive, but that does not replace the human touch, but just free hospitality professionals from mundane tasks, allow them to focus on building those deeper relationships with guests.

So that the future is not about AI versus humans, it's about AI, data, and humans working together to offer unprecedented levels of service, you know, in personalization in hospitality.

David Millili: Yeah. So again, you've kind of [00:33:00] jumped ahead, but I'm going to, I'm going to work with it. So what would you, so I've been at this a long time and in the past, it was just hoteliers, ownership groups, management companies being slow to adopt new technology. then it became this, Oh, the technology is going to change takeaway.

We're hoteliers. We can't. You know, use a kiosk, we can't do that. What would you say to a hotelier, an ownership, an owner, a GM, someone who is hesitant to embrace technology or AI at this point to help their hotel?

Jacqueline Nunley: What would I say? well, the first thing that I would ask is, where's pain? because maybe you don't need it. Right? So, assessment incredibly important. So, where's the pain is the most important thing to be able to identify, areas that could be improved and, the ability to be able to, you know, especially to somebody who's a little bit skeptical.[00:34:00] 

Start slow, you know, start with something where there is. A definite impact to your business. Start there and assessment, again, feedback loops, and a consistent way of being able to measure how that is affecting your business, whatever solution you're implementing is affecting your business. This is probably the best way to start.

That is one track. The other track is, what are your customers saying? This is the most important area to be able to balance the two because, I have conversations with customers every single day and we're talking about trends here and they ask me, you know, what is happening? With, you know, guests and travelers out there.

So it's really important to look at that lens as well. And it's who are you trying to get [00:35:00] into your hotel? It's not just about hotel, you know, heads and beds. it's really about who you're trying to attract to your brand and retain for your brand. So, have you recently kind of had the gauntlet come down and you're focused on sustainability?

Okay, do you understand that the feeder markets for those sustainable guests who are going to pay more for your services and your, you know, brand and what brand is offering have changed? They've gone elsewhere, so are you connected to those channels and how are you communicating with these new type of travellers and ushering them into, you know, interacting with your brand in a meaningful way?

You've got to at both sides. I think it's important for hoteliers to get your operations, get your house in order. That's number [00:36:00] one. Help your employees be able to deliver good hospitality. At the same time, keep your ear to the ground about your guest who is changing and evolving consistently, but will help you kind of narrow in where it is that you should focus on improving the experience so that you can continue to be successful.

Steve Carran: I love that. I love that. So what is it last question here for this part? But what is one? piece of advice you would give to somebody that's looking to either enter the hospitality space or the hospitality technology space

Jacqueline Nunley: gosh, wow, I think that what's piqued my interest is

I think that's a really interesting area of development, and if I could bend [00:37:00] someone's ear about, okay, if you're getting into hospitality, definitely look in this area. I think it aligns with, one, how people want to work. Meaning, you want to be associated with a brand that brings something incredibly special.

Not necessarily in a big way, but in a very personal and, authentic way. I think there's a lot of interest in people wanting to work for brands and companies like that. It doesn't have to be small. It can be big. I mean, we have an incredible culture here at Salesforce, even though we're such a large company.

But when you're looking at hospitality, I think that would be an important aspect, reuse, just because you can be so creative and, bring something new and fresh to the [00:38:00] table. So, it's the way people want to work, but it's also the way people want to travel. And point back to something that somebody...

said to me very recently when I was on a work trip, and, we had just been in this, forum for talking about data and AI. We, invited a bunch of people to come in and kind of just have an interactive session. With some of our leaders at Salesforce, and it was a women driven event. It was incredible, and it really enhanced how we should be talking about this subject.

But, this woman said to me, you know, with COVID a few years ago, it's in our rear view mirror, COVID changed the way we work. with AI, coming into the fold, And looking at how consumers react to both of [00:39:00] those things, you know, crises and technology. If COVID changed the way we work, then shouldn't the way we travel change as well?

So it's married together and we didn't have the right tools then, but we do now. So bringing it all together, I would really recommend looking in that area. I think it's where hoteliers can be most creative, but it also aligns with how consumers have changed and how they want to travel. Sorry, a little long winded there, but I think I got the point eventually.

Steve Carran: no, that was a good answer. That was a good answer. So that's great. So, Jon, our producer, has been listening this whole time, so he's got one last question for you before we go.

Jacqueline Nunley: okay.

Jon Bumhoffer: So at the very top you said you've dedicated your career to making it easier to travel using technology. At this point in your career, what is your favorite technology like implementation or [00:40:00] development that you think has achieved that goal of making it easier to travel using technology?

Jacqueline Nunley: such loaded question. I think, the way that online distribution has evolved is the, foundation of making it easier to travel. with that, there is a, gosh, it's just an endless well of tools and solutions that came into being with online distribution. So. Whether it's, you know, the evolving of booking engines in this age of AI, I am incredibly excited to see what's going to come out of this era of conversational AI within booking engines to help us imagine where we want to go, execute on The transactions that we have make and then provide [00:41:00] guidance with regards to where we should go, we should see, how long it'll take, what mode of transportation we need.

I think that is probably what excites me the most. So it's not quite answering your question because there's bits that haven't happened. But it's the road to those bits, I think that really is the icing on the cake. It started with the foundation, it's moving into where it should be. And yeah, I can't wait.

David Millili: So that does it for another episode of The Modern Hotelier. So this is the part, Jacque, where you get to tell us how people can connect with you, how they can work with Salesforce PlugAway.

Jacqueline Nunley: Well, you can always connect with me on, the various industry channels, and of course, you know, the, events. We have an incredible event coming up, which is Dreamforce. [00:42:00] And that is our annual event in San Francisco and that will be from the 12th of September through to the 14th of September this year.

Dreamforce is one of the most incredible events. showcasing not just technology, but, you know, our customers also attend Dreamforce. So it's real life use cases and people that, you know, you can interact with, solutions that you can see, innovations that we have, et cetera. So, Coming to Dreamforce, you'll definitely, encounter me if you come to any of the travel and hospitality sessions.

Otherwise, you know, 

salesforce has a wealth of information on our website. So whether you are looking to get certified, whether you are looking for solutions, whether you are looking just to get informed, you know, visit salesforce. com and start learning how we [00:43:00] really help our customers in every single industry, hone in and be successful, with engaging with their customers.

David Millili: that does it for another episode of The Modern Hotelier. We really enjoyed having you, Jacque, and we look forward to seeing everybody very soon.

Jacqueline Nunley: Thank you so much for having me. This was great.

Steve Carran: Thanks, Jacque.