Greg Schulze, the outgoing chief commercial officer of Expedia Group, is stepping down after 21 years with the company. His departure comes at a time when the travel industry is facing significant changes, including the rise of AI and the blurring of B2B and B2C boundaries. This year’s Explore event in Las Vegas, where this interview took place, marks his 20th attendance, capping a remarkable tenure.
A Career Built on Impact
Schulze’s career at Expedia began in data analytics, where he supported commercial negotiations with his rigorous approach and engineer’s mindset. He soon discovered a talent for reading people and understanding human trends, which became a key part of his leadership style. This unique blend of analytical precision and emotional intelligence allowed him to handle complex negotiations, particularly in the contentious area of air partnerships, where he balanced data-driven decisions with empathy and relationship-building.
As he moved into commercial roles, Schulze led air partnerships and handled contentious negotiations with airlines. He believes that his ability to balance data-driven decision-making with empathy and relationship-building was key to his success. Over his tenure, Expedia achieved more than a trillion dollars in gross bookings, a sign of his strategic vision and execution.
The Travel Industry’s Inflection Point
Schulze’s departure coincides with a major shift in the travel industry. He compares the current moment to the rise of mobile technology, which fundamentally changed customer expectations. Now, AI is poised to have an even greater impact, reshaping how people search and plan their trips. The computing power and rapid development of AI are expected to move the industry from lists and clicks to conversational and agent-led bookings, further transforming customer interactions.
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The industry is also seeing a blurring of lines between B2B and B2C, with airlines and banks becoming significant travel distributors. Sports tourism, for example, now accounts for 10% of all travel spend. Despite these changes, Schulze remains optimistic about the future of travel, noting that people’s desire to connect with others and explore new places remains strong. As he pragmatically observes, “At the core, people are still travelling and still looking to connect with people and places around the world.” Planes are still full, a sign of the enduring nature of travel even in the face of global challenges.
A Legacy of Impact and Connection
His ability to read both spreadsheets and rooms became a hallmark of his leadership. Schulze understood that the best deals were those where everyone felt like a winner, a principle that helped him handle contentious airline negotiations and build lasting partnerships. This approach not only supported professional success but also personal relationships that endured long after negotiations concluded.
Looking Ahead
As Schulze steps down, he reflects on the surreal ending of his time in Singapore, which he considers the highlight of his career. He remains connected to the industry through his role on Traveloka’s board and continues to influence the industry at a critical moment.