Salesforce & AI consulting for travel and hospitality
Xenai Digital works with APAC airlines, hotels, travel operators and loyalty programmes to unify guest and traveller data on Salesforce, deploy Agentforce for around-the-clock service, and run AI that holds up during disruption. Led by Robin Leonard.
Travel and hospitality brands live or die on loyalty, personalisation and how they recover when things go wrong. Xenai works across airlines, hotel groups, OTAs and cruise operators to unify guest and traveller data, sequence Agentforce against the real service cost centres (disruption, loyalty tier queries, post-booking changes), and build AI governance that copes with fast personalisation without handing PII to the wrong model.
What good looks like in travel & hospitality
The outcomes Xenai engagements are built around
- One traveller view across web, app, contact centre and on-property
- Agentforce-assisted recovery that protects loyalty tier and NPS
- Responsible personalisation without leaking PII to foundation models
Anchored to the regulators that matter
Travel & Hospitality enterprises Xenai works with across
How Xenai helps travel & hospitality organisations get value from Salesforce
Six productised engagements that cover the full life cycle — from healthcheck, through strategy, to ongoing product ownership. Every one is delivered by Xenai Digital with Robin Leonard as senior consultant on enterprise engagements.
Salesforce Healthcheck
A structured audit of your Salesforce investment with an actionable improvement roadmap — tuned to travel & hospitality constraints.
Focus: guest / traveller data model, loyalty tier integrity, and the gap between promised personalisation and what is actually shipping.
Learn moreSalesforce Strategy & Roadmap
A multi-year Salesforce transformation strategy — aligned to business outcomes, licensing reality and internal capability.
Sequenced around peak disruption events (IROPS, weather, capacity cuts) — the moments loyalty is won or lost.
Learn moreSalesforce AI Strategy & Roadmap
An AI strategy purpose-built for Salesforce — Einstein, Agentforce and custom agents — sequenced against real business value.
Agentforce against real service cost centres (disruption, loyalty, post-booking), not toy chatbots.
Learn moreFractional Salesforce Product Owner
Part-time senior Salesforce product ownership for complex programs. Keeps delivery honest, scope tight and stakeholders aligned.
Product ownership through complex cross-functional travel programs where commercial, operational and digital all collide.
Learn moreSalesforce Licence Review & Advice
Independent analysis of your Salesforce licence estate to cut waste and line up commercial terms before your next renewal.
Data 360 consumption, Loyalty Management and Agentforce modelled against actual traveller volume and seasonality.
Learn moreAgentforce, Einstein and enterprise AI — done properly for travel & hospitality
AI delivery that won’t get tripped up by your CISO, your Legal team or your board. Xenai’s AI practice covers diagnosis, strategy, governance and delivery — with the AI Trust & Safety foundation aligned to NIST AI RMF and ISO/IEC 42001.
AI Maturity Assessment
A board-ready diagnostic of your organisation's AI use, spend, risk and opportunity. Self-funding in most engagements.
Learn moreAI Strategy & Roadmap
A 12–24 month AI strategy your board can actually fund, with governance, capability and delivery phased in sensible chunks.
Learn moreAI Trust & Safety Foundation
End-to-end AI governance anchored to NIST AI RMF and ISO/IEC 42001 — built for regulated industries and audit scrutiny.
Learn moreAI Use-Case Delivery (Pilot)
One flagship AI use case, delivered from design to production pilot with measured outcomes. Built to scale if the numbers land.
Learn moreFractional AI Leadership (CAIO-as-a-Service)
A Chief AI Officer for 2–3 days a week — accountable for strategy, governance and delivery outcomes across your organisation.
Learn moreAI Adoption & Enablement Programme
Replace shadow-tool use with sanctioned, high-performing AI adoption. Change, enablement and measurement, not just rollout.
Learn moreFree tools travel & hospitality teams actually use
Three fast, practical diagnostics you can run yourself — no sales call required. Every one is built on the same frameworks Xenai uses in paid engagements.
Salesforce ROI Calculator
Model the financial case for a Salesforce investment in travel & hospitality — CAC, CLV and breach-liability levers in one view.
Open the toolAgentforce Readiness Assessment
Know in 5 minutes whether your Salesforce org is ready for Agentforce — and what needs to be true before you start.
Open the toolAI Maturity Assessment
A quick, board-useful read on where your organisation actually sits on AI maturity — no sales call required.
Open the toolWhat people Robin has worked with say
Real recommendations from Robin’s LinkedIn profile — no fabricated testimonials, no stock headshots.
“Rare strength in communicating across the C-Suite”
“Robin was one of the first startups that I invested in. He first came to me with a couple of clients and a vision of where social media was going. Robin's skills and background fit perfectly between marketing, technology and customer service. This giving their digital agency a rare strength in being able to communicate across the C-Suite. Robin is a great guy to work with, passionate about technology and is a great leader to his team.”
“Right up there with the very best of them”
“I have worked with a great many accomplished professionals in my years in the Salesforce ecosystem, and I would have to say that Robin sits right up there with the very best of them. He is smart, affable, inventive, and creative. Honestly, whenever I have the opportunity to spend time with Robin and discuss all things, technology, business, and life, I grab that opportunity with both hands. I cannot recommend Robin highly enough to any organisation who wants to excel in the area of business technology.”
Xenai Digital also works with
And in every major APAC market
Salesforce & AI for travel & hospitality — FAQ
Straight answers to the questions travel & hospitality leaders actually ask before scoping an engagement.
- How do you stop PII leaking into foundation models when you build AI for travel?
- Data boundaries and model choice are explicit from day one. Sensitive PII stays inside the Salesforce trust boundary; foundation-model calls use redacted or tokenised payloads where possible. Model cards and audit trail are produced as part of delivery.
- Can Agentforce actually help during a travel disruption event?
- Yes — if scoped correctly. Agentforce is well-suited to repetitive disruption journeys (rebooking, status queries, loyalty compensation). We ringfence those use cases, keep humans in the loop for edge cases, and measure recovery NPS rather than just deflection rate.
- Do you work with airlines, or is this mostly hotels and tour operators?
- Both. Xenai supports airlines, hotel groups, OTAs, cruise operators and loyalty programmes across APAC. The unifying thread is complex traveller data and a premium on recovery quality.
Last updated: 21 April 2026
Bring a real travel & hospitality problem. We’ll come back with a scoped plan.
Tell us about your organisation, the outcome you’re chasing, and where you’re stuck. Xenai Digital will come back with a short, written, scoped proposal — no high-pressure discovery call required.
Services are delivered by Xenai Digital. Robin Leonard operates as Partner at Xenai Digital.