--- title: EP.1 The Evolving Guest Experience Why HubSpot’s CRM is a Game-Changer description: Test image: https://hubspot.findmore.solutions/hubfs/Image.jpg --- [Skip to content](https://hubspot.findmore.solutions/blog/ep.1-the-evolving-guest-experience-why-hubspots-crm-is-a-game-changer#main-content) [![Findmore](https://hubspot.findmore.solutions/hubfs/raw_assets/public/theme_findmore/images/Logo-Findmore-Solutions.svg "Findmore")](https://hubspot.findmore.solutions/) - [SERVICES](https://hubspot.findmore.solutions/hubspot-services) - [Hubspot Consulting](https://hubspot.findmore.solutions/hubspot-consulting-services) - [Hubspot Projects](https://hubspot.findmore.solutions/hubspot-project-implementation) - [Hubspot Onboarding](https://hubspot.findmore.solutions/hubspot-onboarding-services) - [Hubspot Migration](https://hubspot.findmore.solutions/migrate-to-hubspot) - [Hubspot Integration](https://hubspot.findmore.solutions/integrate-with-hubspot) - [Hubspot Support](https://hubspot.findmore.solutions/hubspot-training-support) - SOLUTIONS - [RFM Analysis](https://hubspot.findmore.solutions/hubspot-rfm-analysis) - [Hubspot UI Extensions](https://hubspot.findmore.solutions/hubspot-react-ui-extensions) - [Hubspot Custom Portals](https://hubspot.findmore.solutions/hubpost-customer-partner-portals) - INDUSTRIES - [Hospitality](https://hubspot.findmore.solutions/hubspot-for-hospitality) - [Manufacturing](https://hubspot.findmore.solutions/hubspot-for-manufacturing) - [RESOURCES](https://hubspot.findmore.solutions/blog) - [ABOUT US](https://hubspot.findmore.solutions/about-us) - SCHEDULE A CALL - Podcast # EP.1 The Evolving Guest Experience Why HubSpot’s CRM is a Game-Changer ![Diogo Rebelo](https://hubspot.findmore.solutions/hubfs/Images/About%20us/1675157031252.jpeg) #### Diogo Rebelo Hubspot Practice Director ![Bruno Horta Soares](https://hubspot.findmore.solutions/hubfs/1632838618965.jpg) #### Bruno Horta Soares Digital Transformation Advisor ![Luke Jenkins](https://hubspot.findmore.solutions/hubfs/1747175181347.jpg) #### Luke Jenkins Regional Director UK & EMEA @SINCH In this episode: What does it truly mean to deliver a seamless, personalized guest experience in today’s hospitality industry? In this debut episode of Hospitality Meets CRM, Bruno Horta Soares (digital transformation advisor) and Diogo Rebelo (Head of HubSpot CRM at Findmore Solutions) dive deep into the evolving role of technology in shaping unforgettable guest journeys. Together, they explore how CRM platforms like HubSpot are no longer just tools for sales or marketing—but the central nervous system of modern hospitality, enabling organizations to understand, anticipate, and engage guests in real time. From fragmented systems and siloed departments to unified data and omnichannel strategies, this episode unpacks: • Why digital transformation must be guest-driven, not process-driven • How real-time personalization is reshaping expectations across every touchpoint • The emerging power of RCS (Rich Communication Services) as the next-gen upgrade to SMS • The importance of contextual engagement—before, during, and after a guest’s stay • The balance between AI automation and the human touch in hospitality With a special guest appearance by Luke Jenkins (Sinch), we take a closer look at how leading brands are using RCS to build trust, streamline communication, and enhance customer experience —without needing to build an app. This episode isn’t about campaigns. It’s about relationships. It’s about being present, relevant, and connected—wherever your guests are. 🎥 Watch the full conversation above and discover how CRM and communication technology are transforming hospitality from the inside out. ## Related Articles [![](https://hubspot.findmore.solutions/hubfs/Captura%20de%20ecr%C3%A3%202025-09-18%2c%20%C3%A0s%2012.31.35.png)](https://hubspot.findmore.solutions/blog/ep-4.-why-sustainability-in-hospitality-fails-without-data-and-crm) Podcast ### EP 4. Why Sustainability in Hospitality Fails Without Data and CRM January 19, 2026 [Read more](https://hubspot.findmore.solutions/blog/ep-4.-why-sustainability-in-hospitality-fails-without-data-and-crm) [![](https://hubspot.findmore.solutions/hubfs/Captura%20de%20ecr%C3%A3%202025-09-18%2c%20%C3%A0s%2012.31.35.png)](https://hubspot.findmore.solutions/blog/ep-3.-data-driven-decisions) Podcast ### EP 3. Data-Driven Decisions October 20, 2025 [Read more](https://hubspot.findmore.solutions/blog/ep-3.-data-driven-decisions) [![](https://hubspot.findmore.solutions/hubfs/Captura%20de%20ecr%C3%A3%202025-09-18%2c%20%C3%A0s%2012.31.35.png)](https://hubspot.findmore.solutions/blog/omni-channel-booking-and-beyond) Podcast ### EP.2 Omni-Channel Booking and Beyond September 18, 2025 [Read more](https://hubspot.findmore.solutions/blog/omni-channel-booking-and-beyond) [Check all articles](https://hubspot.findmore.solutions/blog) [![Thrifty](https://hubspot.findmore.solutions/hubfs/raw_assets/public/theme_findmore/images/Logo-Findmore-Solutions.svg "Thrifty")](http://findmore.solutions) SCHEDULE A MEETING ### [SERVICES](https://hubspot.findmore.solutions/hubspot-services) [HUBSPOT CONSULTING](https://hubspot.findmore.solutions/hubspot-consulting-services) [HUBSPOT PROJECTS](https://hubspot.findmore.solutions/hubspot-project-implementation) [HUBSPOT ONBOARDING](https://hubspot.findmore.solutions/hubspot-onboarding-services) [HUBSPOT MIGRATION](https://hubspot.findmore.solutions/migrate-to-hubspot) [HUBSPOT INTEGRATION](https://hubspot.findmore.solutions/integrate-with-hubspot) [HUBSPOT SUPPORT & TRAINING](https://hubspot.findmore.solutions/hubspot-training-support) ### SOLUTIONS [RFM ANALYSIS](https://hubspot.findmore.solutions/hubspot-rfm-analysis) [HUBSPOT UI EXTENSIONS](https://hubspot.findmore.solutions/hubspot-react-ui-extensions) [HUBSPOT CUSTOM PORTALS](https://hubspot.findmore.solutions/hubpost-customer-partner-portals) ### INDUSTRIES [HOSPITALITY](https://hubspot.findmore.solutions/hubspot-for-hospitality) [MANUFACTURING](https://hubspot.findmore.solutions/hubspot-for-manufacturing) ### [RESOURCES](https://hubspot.findmore.solutions/blog)   ### [ABOUT US](https://hubspot.findmore.solutions/about-us)   --- ### ![icon-place](https://hubspot.findmore.solutions/hs-fs/hubfs/icon-place.png?width=48&height=48&name=icon-place.png) IRELAND Trinity House, Charleston Road, Ranelagh, Dublin 6,D06C8X4, Ireland ### ![icon-place](https://hubspot.findmore.solutions/hs-fs/hubfs/icon-place.png?width=48&height=48&name=icon-place.png) LISBON Av. 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