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John Smallwood
President

About John Smallwood:

A veteran in the hospitality industry, John has owned, developed, and managed hotels for many years.  After earning a BBA from New Mexico State University, he started his career with AT&T, gaining invaluable insight and experience in the early years of the data revolution.  His experience in technology and hospitality merged in his development of Travel Outlook, the world-class hospitality contact center.  More recently, he has branched out with the creation of ExpressRez, the premier contact center for the Bed and Breakfast industry, and with the creation of Annette (formerly “Bella” by Travel Outlook), the first AI-powered voice bot for the hotel industry.

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ARTICLES

Travel Outlook

When AI Seems Human: The risks and rewards of anthropomorphizing in hospitality

In the race to stand out in a competitive hospitality market, hoteliers are turning to artificial intelligence (AI) to provide faster, more personalized guest service.
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Travel Outlook

Annette, The Virtual Hotel Agent™ vs. the Average Chatbot: Why personalization, not just words, matter in hospitality AI

At this juncture, "chatbot" has become common speak with customer service technology — a generic term used to describe just about any digital assistant
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Travel Outlook

AI and the Fear of Job Displacement: Why smart hotels embrace both tech and talent

In the hospitality industry, few topics stir as much debate—and anxiety—as artificial intelligence. For some, AI conjures visions of front desks replaced
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Travel Outlook

Annette, The Virtual Agent™ vs. the Average Chatbot:

At this juncture, "chatbot" has become common speak with customer service technology — a generic term used to describe just about any digital assistant
Read more