For Shilpa Ranganathan, product leadership isn’t about shiny tech – it’s about trust, empathy, and making travel feel effortless.
Speaking at Phocuswright Europe, the Chief Product Officer of Expedia Group laid out her vision for how AI and human-centred design can radically simplify the complexity of travel. “We shouldn’t use technology that’s hunting for a problem,” said Ranganathan. “Even the most amazing tech won’t stick unless it’s applied simply, intuitively, and with purpose.”
From Microsoft to Expedia: Bringing a product discipline
Ranganathan, who returned to Expedia after 16 years at Microsoft, brings a product builder’s lens forged by scale. At Microsoft, she worked on products that touched billions and learned the value of trust and responsibility.
“AI is powerful, but with that power comes accountability,” she said. “Customer data is a privilege. And everything we build, especially in AI, must keep the customer in control.”
Her product philosophy: design with the human at the centre, obsess over eliminating friction, and aim for what she calls a “complete thought” – an experience that needs no explanation because it just works.
AI that acts, not just chats
At Expedia Group, Ranganathan is steering a product evolution shaped by two AI tracks:
- Generative AI for inspiration and discovery (e.g. smart filters, natural language search)
- Agentic AI for mission-based tasks and servicing (e.g. Romie 2.0 on Hotels.com)
“Ask a generative AI: ‘What can I do in Barcelona?’ and it will suggest activities and restaurants,” she explained. “But say, ‘I’m in Barcelona for two nights with Pete, I’ve got a free evening, what can I do near my hotel?’ That’s where an agent understands your mission and acts on it.”
This shift from reactive search to proactive assistance is the cornerstone of Expedia’s future vision. Romie, the group’s AI agent, now bridges discovery and servicing, helping customers manage complex itineraries, rebook flights, or adjust plans in real time, all within a single interface.
“We let people move between the classic and agent experience,” said Ranganathan. “It’s not all or nothing. It’s a journey, and we want customers to come with us.”
Social, personal, shoppable
Expedia’s tech bets extend beyond AI. Social commerce is emerging as a key front, with Trip Matching and Travel Shops helping the brand meet users where they scroll.
“I saw a Costa Brava video on Instagram, no tags, no location,” Ranganathan recalled. “I messaged it to Expedia and got a full itinerary back. That’s trip matching. We take that spark and turn it into a plan.”
With Travel Shops, Expedia is also empowering influencers to curate and sell travel experiences directly through its platform, blending trust, inspiration, and action.
“AI is powerful, but with that power comes accountability,” said Shilpa Ranganathan, Chief Product Officer of Expedia Group. “Customer data is a privilege. And everything we build, especially in AI, must keep the customer in control.”
Distribution reimagined
Expedia’s distribution ecosystem now spans five major fronts:
- Classic Marketplace (Expedia.com, Hotels.com)
- AI Interfaces (generative and agentic)
- Social Platforms (Instagram, TikTok)
- Advertising & Connected TV (e.g. QR-coded destination ads on Amazon Prime)
- B2B API Infrastructure (banking, loyalty, and white-label partners)
“Our goal is to be a scaled marketplace – matching partner supply with consumer demand across channels,” she said.
What’s missing: The true travel companion
Asked what products are still missing, Ranganathan was quick to point to the gaps.
- Trusted, AI-powered agent: “Planning multi-country trips is still a nightmare. One-click planning is the holy grail.”
- Interim travel intelligence: “If your flight is delayed, who tells the hotel or car rental agency?”
- Agent-to-agent communication: “Imagine Expedia’s agent syncing with a local operator’s agent to personalize an experience in Portugal. That’s where this needs to go.”
What’s next?
As Expedia strengthens partnerships with OpenAI, Microsoft, and others, Ranganathan is focused on one thing: showing up wherever travellers are – with relevance, clarity, and support.
“I believe in ecosystem thinking,” she said. “We won’t go it alone. The magic lies in partnership, scale, and putting people at the centre of everything we build.”
