Pepijn Rijvers on customer centricity
From From Inspiration to Action – #Tripadvisor’s Strategic Shift | #Phocuswright Europe 2025 · · Phocuswright
“Customer centricity and data-driven decision-making are two crucial ingredients for any successful business strategy, especially in a space as large as travel.”
On , Pepijn Rijvers, President of Viator at TRIPADVISOR INC, spoke about customer centricity during From Inspiration to Action – #Tripadvisor’s Strategic Shift | #Phocuswright Europe 2025 on Phocuswright.
About Pepijn Rijvers
Pepijn Rijvers, President of Viator at Tripadvisor, discussed the company's strategic direction and the role of artificial intelligence in travel during a conversation at Phocuswright Europe 2025. Rijvers stated that the travel industry is "dynamic" with "so much opportunity," and that the company will be "as much of an innovator as ever." He emphasized that "customer centricity and data-driven decision-making are two crucial ingredients for any successful business strategy" in travel. Rijvers said the company wants to "experiment and learn with AI, putting AI tools in the hands of every employee" to understand how the technology changes consumer behavior. He noted that "consumers coming through AI discovery are often higher intent," and that "AI favors larger trusted brands" because consumers need to trust brands that deliver good service. Rijvers described the experiences space as "still evolving with complex data models and technical challenges," but said Viator has "a massive roadmap to improve conversion through personalization, dynamic pricing, and instant gratification." He also said the company is "monetizing our data in partnerships with OpenAI and Perplexity" and that AI is "already making a financial difference."