In this episode:
What does “frictionless booking” really mean in hospitality—and how can CRM make it a reality?
In this episode of Hospitality Meets CRM, Bruno Horta Soares (digital transformation advisor) and Diogo Rebelo (Head of HubSpot CRM at Findmore Solutions) dive into the future of guest interactions, where every step of the journey—before, during, and after the stay—should feel effortless, yet deeply personalized.
Together, they unpack how modern CRM is no longer just a back-office tool, but the orchestration layer that unifies scattered systems, channels, and data into one seamless guest profile.
Inside this conversation:
• Why “frictionless” is not about speed, but about removing drag without skipping steps
• The power of progressive data collection—stop asking the same questions twice
• How centralized data builds trust, unlocks upsell opportunities, and reduces OTA dependency
• The role of AI and event data in enabling real-time personalization
• Why omnichannel is ultimately about relevance and experience, not technology
From the frustration of “mortgage-like” check-ins to the trust gap of manual card payments, this episode explores the real challenges—and opportunities—of creating guest journeys that flow naturally across channels.
🎥 Watch the full conversation above and see how HubSpot CRM helps hospitality brands orchestrate every interaction into a smarter, more connected experience.