AI can not substitute pastime: Make protected choices with restricted assets, collaborate to place vacationers first, focal point on issues, no longer tech.
In an extraordinary public look, Shuttle.com Workforce‘s COO Xing Xiong stepped out of his “engine room” to talk at WiT’s twentieth anniversary convention.
A technologist became chief, Xiong has spent over 26 years in trip, the decade of which he has spent quietly shaping the infrastructure that powers one of the most international’s greatest on-line trip firms.
Calm, exact and deeply reflective, he spoke about navigating disruption, the bounds of AI and why human pastime stays essentially the most irreplaceable asset in trip.
Listed below are the important thing takeaways from his dialog with Yeoh Siew Hoon, founding father of WiT.
The AI age of uncertainty—and self-discipline
“80 or 90% of the time you discuss era nowadays, you’ll listen the phrase AI,” Xiong stated. “It’s thrilling—and no one in reality is aware of the place it is going to lead us.”
For Xiong, the present frenzy round AI is as a lot about worry of being left at the back of as it’s about innovation. “Trillions are being invested as a result of individuals are afraid. However there are too many unknowns,” he stated. “At our scale, assets are restricted. So, it’s extraordinarily necessary to make protected choices—to place our power into issues with the most productive probability of long-term worth.”
It was once a reminder that even in an organization as huge as Shuttle.com Workforce, focal point and discretion are as essential as velocity
Price advent past trade
On the middle of Xiong’s philosophy lies a easy concept: Use tech to unravel issues, and the economic will practice.
At Shuttle’s personal airline convention in 2024, Xiong stated, “Whether or not you’re an airline, OTA or airport, it’s in everybody’s pastime to create worth for the traveler and the ecosystem.”[–newsletter id=’1′–That, however, requires a shift in mindset. “The systems weren’t built for retaining or collaboration,” he said. “You can’t fix that alone. Airlines, OTAs, IT providers—everyone has to work together.”
True innovation, Xiong believes, is human-led and tech-enabled.
“It’s a combination of both—the willingness to work together, the trust, putting the customer first. By the end of the day, technology is what enables efficiency and reliability, but the biggest beneficiary must be the traveler.”
The 1% mindset shift
When asked about the constant commercial tug-of-war between partners, Xiong was characteristically blunt.
“We should not let that 1% commission bother the remaining 99%,” he said.
That single line summed up his worldview: Fix the fundamentals first, and the margins will follow.
Solving for vibe, not just inventory
As travelers search for “vibe, not features,” Xiong pointed out that the answer begins, as always, with data synchronization.
He spoke passionately about the need to fix fragmented pipelines that make travel feel clunky.
“People often underestimate how important data synchronization is. Without it, systems break down. We waste capital because we didn’t plan technology correctly at the start.”
It’s why Trip.com Group has invested heavily in solving what he calls “the invisible plumbing of travel”—the standards, connectivity and data flow that make the “connected trip” possible.
AI: Empowerment, not existential threat
While the world debates AI doom, Xiong is unfazed.
“AI is just one of the milestones of human advancement,” he said. “It’s an empowerment, not a replacement. Customer needs haven’t changed—people still want comfort and to see more of the world. New technology just helps us serve them better.”
Unity as the next frontier
From New Distribution Capability to low-cost carrier systems, fragmentation remains the industry’s Achilles’ heel. Xiong sees the solution in unification and collaboration.
“It looks like a simple technology problem,” he said, citing Trip.com Group’s work with Navitaire, “But it’s actually not. Airlines, aggregators, OTAs—many don’t talk to each other enough. We need new standards so that the whole world of travelers can have a smoother experience.”
Asia Pacific: Trip’s engine of growth
Looking ahead to 2030, when Trip.com aspires to be the world’s No. 1 OTA, Xiong was clear about where the growth will come from: Asia Pacific.
“This region has the youngest population and the fastest economic growth,” he said. “That’s where most of our investment and focus are.”
While China remains Trip’s biggest revenue contributor, China inbound—not just outbound—is emerging as a strategic priority. “We’re asking our teams to triple inbound,” he said.
Faith in human nature
When asked how Trip could help disperse overtourism, Xiong’s answer was unexpectedly humanist.
“Travelers will do it themselves,” he said. “Information is easy to get, and people will want to discover new places by their own desire.”
While not everyone may agree and feel the problem may need some nudging on OTAs’ part—they have the data and reach—Xiong’s answer reflects his confidence in curiosity: that technology amplifies exploration but doesn’t dictate it.
Leading as a technologist: Focus on solving problems
As a self-confessed engineer more comfortable in the engine room than boardroom, with systems rather than being in the spotlight, Xiong reflected on leadership.
“Technologists can’t provide much value if we don’t put our smartness towards solving our industry’s hardest problems,” he said. “Problem-solving is the central part of our role. And we must stay open-minded – because in a few years, we won’t be talking about AI. It will be something new.”
That focus on problem-solving and adaptability, he believes, is what keeps a technologist relevant.
AI can’t replace passion
Trip.com Group’s AI-driven customer service is legendary for its efficiency, yet Xiong was quick to credit the humans behind it. “The easier work is already taken over by AI. But the problems left for humans are harder and more valuable.”
He added, “AI doesn’t have passion. People do. That passion, that willingness to solve problems—that’s our biggest asset.”
On Chinese tech and the human code
Xiong sees Chinese tech innovation accelerating at the application layer, while still catching up in core software and chip design. But, he said, “in today’s world, there’s no East or West. Technology is open-source; it belongs to everyone. That’s a great thing for humanity.”
For the next generation of technologists, his advice was simple and timeless: “Be a better person. Be respectful, unselfish and willing to cooperate. Skills are important, but human merits last longer.”
The future is smaller and more personal
Asked what travel experience might disappear in 20 years, Xiong predicted the end of mass group tours.
“The next generation of travelers, even when they’re 80, will want small groups, customization and to follow their own will,” he said. “The big group tours will be redefined.”
AI can not substitute pastime: Make protected choices with restricted assets, collaborate to place vacationers first, focal point on issues, no longer tech.
In an extraordinary public look, Shuttle.com Workforce‘s COO Xing Xiong stepped out of his “engine room” to talk at WiT’s twentieth anniversary convention.
A technologist became chief, Xiong has spent over 26 years in trip, the decade of which he has spent quietly shaping the infrastructure that powers one of the most international’s greatest on-line trip firms.
Calm, exact and deeply reflective, he spoke about navigating disruption, the bounds of AI and why human pastime stays essentially the most irreplaceable asset in trip.
Listed below are the important thing takeaways from his dialog with Yeoh Siew Hoon, founding father of WiT.
The AI age of uncertainty—and self-discipline
“80 or 90% of the time you discuss era nowadays, you’ll listen the phrase AI,” Xiong stated. “It’s thrilling—and no one in reality is aware of the place it is going to lead us.”
For Xiong, the present frenzy round AI is as a lot about worry of being left at the back of as it’s about innovation. “Trillions are being invested as a result of individuals are afraid. However there are too many unknowns,” he stated. “At our scale, assets are restricted. So, it’s extraordinarily necessary to make protected choices—to place our power into issues with the most productive probability of long-term worth.”
It was once a reminder that even in an organization as huge as Shuttle.com Workforce, focal point and discretion are as essential as velocity
Price advent past trade
On the middle of Xiong’s philosophy lies a easy concept: Use tech to unravel issues, and the economic will practice.
At Shuttle’s personal airline convention in 2024, Xiong stated, “Whether or not you’re an airline, OTA or airport, it’s in everybody’s pastime to create worth for the traveler and the ecosystem.”[–newsletter id=’1′–That, however, requires a shift in mindset. “The systems weren’t built for retaining or collaboration,” he said. “You can’t fix that alone. Airlines, OTAs, IT providers—everyone has to work together.”
True innovation, Xiong believes, is human-led and tech-enabled.
“It’s a combination of both—the willingness to work together, the trust, putting the customer first. By the end of the day, technology is what enables efficiency and reliability, but the biggest beneficiary must be the traveler.”
The 1% mindset shift
When asked about the constant commercial tug-of-war between partners, Xiong was characteristically blunt.
“We should not let that 1% commission bother the remaining 99%,” he said.
That single line summed up his worldview: Fix the fundamentals first, and the margins will follow.
Solving for vibe, not just inventory
As travelers search for “vibe, not features,” Xiong pointed out that the answer begins, as always, with data synchronization.
He spoke passionately about the need to fix fragmented pipelines that make travel feel clunky.
“People often underestimate how important data synchronization is. Without it, systems break down. We waste capital because we didn’t plan technology correctly at the start.”
It’s why Trip.com Group has invested heavily in solving what he calls “the invisible plumbing of travel”—the standards, connectivity and data flow that make the “connected trip” possible.
AI: Empowerment, not existential threat
While the world debates AI doom, Xiong is unfazed.
“AI is just one of the milestones of human advancement,” he said. “It’s an empowerment, not a replacement. Customer needs haven’t changed—people still want comfort and to see more of the world. New technology just helps us serve them better.”
Unity as the next frontier
From New Distribution Capability to low-cost carrier systems, fragmentation remains the industry’s Achilles’ heel. Xiong sees the solution in unification and collaboration.
“It looks like a simple technology problem,” he said, citing Trip.com Group’s work with Navitaire, “But it’s actually not. Airlines, aggregators, OTAs—many don’t talk to each other enough. We need new standards so that the whole world of travelers can have a smoother experience.”
Asia Pacific: Trip’s engine of growth
Looking ahead to 2030, when Trip.com aspires to be the world’s No. 1 OTA, Xiong was clear about where the growth will come from: Asia Pacific.
“This region has the youngest population and the fastest economic growth,” he said. “That’s where most of our investment and focus are.”
While China remains Trip’s biggest revenue contributor, China inbound—not just outbound—is emerging as a strategic priority. “We’re asking our teams to triple inbound,” he said.
Faith in human nature
When asked how Trip could help disperse overtourism, Xiong’s answer was unexpectedly humanist.
“Travelers will do it themselves,” he said. “Information is easy to get, and people will want to discover new places by their own desire.”
While not everyone may agree and feel the problem may need some nudging on OTAs’ part—they have the data and reach—Xiong’s answer reflects his confidence in curiosity: that technology amplifies exploration but doesn’t dictate it.
Leading as a technologist: Focus on solving problems
As a self-confessed engineer more comfortable in the engine room than boardroom, with systems rather than being in the spotlight, Xiong reflected on leadership.
“Technologists can’t provide much value if we don’t put our smartness towards solving our industry’s hardest problems,” he said. “Problem-solving is the central part of our role. And we must stay open-minded – because in a few years, we won’t be talking about AI. It will be something new.”
That focus on problem-solving and adaptability, he believes, is what keeps a technologist relevant.
AI can’t replace passion
Trip.com Group’s AI-driven customer service is legendary for its efficiency, yet Xiong was quick to credit the humans behind it. “The easier work is already taken over by AI. But the problems left for humans are harder and more valuable.”
He added, “AI doesn’t have passion. People do. That passion, that willingness to solve problems—that’s our biggest asset.”
On Chinese tech and the human code
Xiong sees Chinese tech innovation accelerating at the application layer, while still catching up in core software and chip design. But, he said, “in today’s world, there’s no East or West. Technology is open-source; it belongs to everyone. That’s a great thing for humanity.”
For the next generation of technologists, his advice was simple and timeless: “Be a better person. Be respectful, unselfish and willing to cooperate. Skills are important, but human merits last longer.”
The future is smaller and more personal
Asked what travel experience might disappear in 20 years, Xiong predicted the end of mass group tours.
“The next generation of travelers, even when they’re 80, will want small groups, customization and to follow their own will,” he said. “The big group tours will be redefined.”
