Are Experiences Future-Proof from AI? Hot Topics at Arival 360 | Orlando 2023

Experience sector leaders weigh in on hot topics for tours, activities and attractions, from the economic outlook, to AI in experiences, to what’s trending and what’s next at Arival 360 | Orlando 2023

Reading Time: 5 minutes 30 seconds

Is there actually a recession? How much do we really need to care about AI? What’s new with travel trends? How is the experiences industry going to change in the next 10 years?

In the latest Hot Topics panel at Arival 360 | Orlando, we gathered leaders from across the experiences sector to discuss these questions and more. The panel, moderated by Arival Co-Founder & CEO Douglas Quinby, featured Casandra Matej, President & CEO of Visit Orlando, Chris Atkin, CEO of Rezdy, Justin Buzzi, Owner of Get Up and Go Kayaking, Michael Zeisser, Managing Partner of FMZ Ventures, and Sarah Dines, CCO of Viator

Below are a few highlights of the session. The full recording is available on-demand for Insider Pro Access members here

What Happened to the Recession? 

Despite Michael Zeisser’s prediction of a recession last year at Arival 360 | Las Vegas, so far a large-scale recession has failed to materialize. 

“Are you disappointed?” Zeisser quipped, noting that while the technical definition of a recession may not have been met, “a lot of people, particularly at the lower end of the income scale are really having their disposable income squeezed enormously… I don’t believe we’re out of the woods.”

Even so, the panelists were overall optimistic about the economic prospects for the experiences sector in the coming year: Dines noted travelers are taking longer trips and spending more, and Matej shared Visit Orlando is expecting 3-5% growth in 2024 as 98% of American travelers have trips planned within the next six months. 

“We’re not seeing a dropoff as we move into summer in Australia and New Zealand,” added Atkin. “The underlying factors don’t seem to be hitting us yet.” 

As an operator, Buzzi shared that he is not concerned, but is instead focusing on driving revenue, further segmenting his audience, and posting a lot more video content on all his social channels including TikTok, YouTube Shorts, Instagram Reels and Facebook Reels. 

“There’s no reason to be afraid,” said Buzzi. “People want to travel.”

Arival 360 | SAN DIEGO 2024

30 September – 3 October 2024

Insider Pro Access Members Save 20%

THE event of the year for solutions-focused In-Destination Experience
creators and sellers

Save up to $660 with the Spring Savings ticket

Learn More

Are Experiences Future-Proof to AI?

There was a lot of discussion about AI at Arival, with one of the oft-discussed topics being whether and how AI will impact the experiences sector and jobs in the future.

“I think this industry is one of the most future-proof industries there are, relative to AI,” said Zeisser. “The primary value creation [of AI] is productivity gains, and I do think that is revolutionary.  The impact of these productivity gains is enormous – it’s life-changing.”

“The mundane tasks in any functional area will largely be performed better [by AI] than when performed by the person,” Zeisser continued. “But what consumers really see when they see experiences is human connectivity and contact; if computers take the mundane tasks away, this industry will still be characterized by the human touch.”

Michael Zeisser, Managing Partner of FMZ Ventures, shared how the experiences industry is future-proofed relative to AI

Getting Behind The Headlines: Boycotts and Inclusivity in Florida

In addition to general recession concerns (or lack thereof), Visit Orlando also has to contend with the impact of calls for boycotts on traveling to Florida due to recent controversial legislation.

Matej explained Visit Orlando’s approach, the types of conversations they’re having with convention planners and local organizations, and the long history of LGBTQ+ travel in Central Florida.

Casandra Matej explains Visit Orlando’s response to calls for travel boycotts to Florida, and the history of LGBTQ+ inclusion in Orlando

What’s Trending: Immersive Experiences, Private Tours, Bleisure 

The shift towards experiential travel is going strong, shared Dines, with immersive, cultural and outdoor activities among the strongest-performing categories on Viator. 

“For operators, it’s not actually that you need to change your experience or come up with entirely new experiences,” noted Dines. “In some cases you can simply shift the way you’re branding the experience.” 

As an example, she shared an example of an Icelandic operator of northern lights bus tours plagued with bad reviews from people disappointed they didn’t actually see the northern lights who changed their tour to “hunt for the northern lights.” “It completely changed and shifted the way people viewed the experience,” noted Dines. “Even if they didn’t get to see the northern lights, the hunt for the northern lights was the thing that they had gone for and the experience was much more highly rated.”

It’s impossible to see the northern lights when the skies are foggy, as Iceland often is. Rebranding their northern lights tour as a “hunt” improved ratings and reviews for one operator, Viator CCO Sarah Dines shared | Photo: ArtHouse Studio / Pexels

Additionally, private tours are on the rise: private tours on Viator experienced 200% YoY growth, Dines shared. 

“Private experiences are a big part of our industry,” said Buzzi. “All operators that have public tours should offer a private tour. If people want the option, why not be able to book the entire tour out at a higher price point.”

Matej also spoke of a rise in “bleisure,” or mixed business and leisure travel. “We have seen such a connection of bleisure, where families are coming in well before a convention, well after,” Matej shared, advising operators in convention travel destinations like Orlando to find ways to get themselves in front of event organizers. “We’re seeing bleisure travel at an all time high.”


28-30 APRIL 2025

Insider Pro Access Members Save 20%

THE event of the year for the European in-destination experiences industry

Save up to €910 with the Super Early Bird ticket

Learn More

Extreme Weather and Overtourism, Booking System Pricing, the Next 10 Years… and More

The hot topics panel leaders also shared a variety of insights on the impacts of extreme weather and traveler perspectives on sustainable travel, the booking system landscape and recent Rezdy-Checkfront and Regiondo “combination,” and how they see travel changing over the next 10 years. 

Dig deeper on some of these hot topics in a one-on-one interviews with Sarah Dines here. You can also watch the full Hot Topics session on demand with an Insider Pro Access membership here

Next up, join us in March at Arival 360 | Berlin where we’ll assemble another panel of industry experts to continue the conversation on hot topics, the latest trends in tourism in 2024 and the future of the in-destination experiences industry. We hope to see you there!

Become an Insider Pro Access member today and get access to the full library of Arival research, plus many other benefits such as free consulting sessions, special discounts and 20% off in-person events, starting from $179 per year.


Sign up to receive insights tailored for the in-destination industry as well as updates on Arival.

Sign Up

Print Friendly, PDF & Email


already a member?

Lost your password?


Become an Arival Insider

Included in Free Membership

Included in Arival Pro Membership

The Arival on-demand video library archive
Access to the entire library of over 150 video sessions and webinars

Short, digestible research & trends reports delivering insights into our industry, such as The Tour Operator Outlook for 2021. articles
Topical articles about marketing, tech, operator business and operator stories in all areas of tours, activities & attractions & experiences

Job board access
Find a job from our regular listings, post a resume to the talent network and learn strategies from the job resources articles

New webinars
Helpful, instructional sessions covering subjects such as Mastering Facebook Ads, Grow Your Business and How To Work With OTAs — topics to help advance your business.

Discounts on all Arival in-person events
20% Discount on all Arival in-person events (save up to $300)* based on business type

Arival ProShield – Insurance program
Access to tailored insurance solutions by Granite Insurance is available exclusively for Arival Insider Pro Access Members. Insider Pro Access Members also have access to a suite of resources from Granite Insurance including templates, forms and other informative documents.

Insiders Pro Access member exclusive webinars
Paid membership-only webinars to deepen your understanding of important industry topics.

Job postings & talent directory
Post jobs & connect with candidates most applicable to your business.

Private roundtables to connect, learn and engage
Small, focused and intimate discussions exclusive to Arival Insider Pro Access members.

Full access to Arival’s library of in-depth reports
Up to date, deep analysis of tourism topics ranging from Self-guided Tours to Sales & Distribution Trends and Outlooks, based on the data that defines the industry.

The latest on-demand videos
Over 350+ on-demand videos featuring hot topics in tours, activities & attractions

Insider discounts in digital marketing, tech, e-learning, and more
Save money on additional tools, services and learnings you need to run your business. Exclusive to paid members.

Membership Overview

At Arival, we believe travel can make the world a better place. Our mission is to establish and inspire a diverse community of individuals and companies in the In-destination Industry by providing opportunities to gain insight, share knowledge and build connections. To make it possible for true collaboration, creativity, innovation, and idea exchange to thrive, we are committed to facilitating a welcoming and respectful community for all. This Conference Code of Conduct shares our community expectations and applies to all attendees, employees, exhibitors, speakers, sponsors, volunteers, and other participants at Arival- produced and sponsored events. We empower all participants in our community to actively engage in creating a friendly, inclusive and safe environment for all.

Arival’s core values include the following, and create an expectation for conduct at our events and in online community spaces:

We demonstrate a deep respect for human beings inside and outside our company and for the communities in which they live.
We value integrity and strive to consistently interact with others in ways that are authentic, ethical, and fair.
We are dedicated to transparency, committing to clear, open and honest communication.
We actively pursue and advocate for inclusion, diversity and representation of varying cultural backgrounds, perspectives and ideas

Arival welcomes people from all cultural backgrounds, and does not discriminate on the basis of race, color, creed, gender (including pregnancy, perceived pregnancy, childbirth, breastfeeding, or related medical conditions), gender identity, religion (including religious dress and grooming), marital status, domestic partner status, genetic information, age, national origin or ancestry, military or veteran status, sexual orientation, physical or mental disability, or any other basis protected by federal, state, or local laws.

Accordingly, participants must refrain from displaying any demeaning, harassing, aggressive, or intimidating behavior or materials that would interfere with others’ experience and participation in our community.

If you witness or are subjected to inappropriate or disruptive behavior or have any other concerns, notify an Arival staff member as soon as possible.

Inappropriate or disruptive behavior will not be tolerated. Arival reserves the right to refuse entry to or remove any party from any event or community space at any time when participation or behavior create a disruption or hinder the event or enjoyment of the event by other participants. All determinations are at the sole discretion of Arival, and the decision of the Arival team will be final. Severe breaches of this Conference Code of Conduct may result in disqualification from participating in future events. Individuals expelled due to violating this Conference Code of Conduct will not be eligible for a refund or other consolation.

If you have questions regarding this Conference Code of Conduct or its implementation, please contact us at [email protected].