Kim Krause Head of Digital Product & Customer Experience

Walk us through your journey into travel tech, what appealed to you about the industry?

I have always loved travel. When I started my career, I was fortunate to join a small team at Hyatt Hotels responsible for rewriting their reservation system. From that moment, I was hooked. The combination of travel and technology – two things I truly love. The industry is constantly evolving, so the work is challenging and exciting.  What really keeps me passionate is the customers. Their dedication and energy are contagious.

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With a good chunk of your career spent in the hotel industry, what technologies or process adoptions did that sector lean into that the tour business can take a lesson from?

Early on in the hospitality industry, I think there was a fear that technology would take away from the human touch … the element of care. The concern was that self-service or digital tools would feel cold and transactional and erode what guests valued most.  What the industry discovered, though, is that when technology is introduced thoughtfully – at the right moment in the journey and in the right way – it doesn’t diminish those touchpoints, it actually amplifies them.  Guests not only embraced technology, but they also came to expect it.  The right tools provided travelers with efficiency and control, which in turn made them feel more cared for.  And, just as important, it freed up staff to focus on what technology can’t replace – the genuine, personal moments that create loyalty and delight.

What career advice do you have for emerging leaders in travel tech—especially women navigating this space?

For all emerging leaders in travel tech, I’d say this: yes, technology matters, but don’t let that be your only focus. I think the real differentiator is combining technology experience with listening and observing. Pay close attention to the struggles your customers and even your teams face.  Then use your experience to apply solutions in the right places, in the right way – technology or otherwise. For women specifically, don’t fall into the trap of comparison or feeling like you have to measure yourself against everybody else. You don’t need to prove yourself differently than everybody else does, you just need to lean into your strengths.

Having worked in a variety of roles in the tech space, what are some of the current challenges faced by tour operators trying to adopt technology that works for their business without disturbing current operations or being overwhelmed at the process?

One of the biggest challenges tour operators face right now is the demands on their time.  They’re incredibly busy, often with very small teams, and it’s hard to dedicate energy to explore new technology, especially if technology is a bit of a foreign subject. On top of that, while there are many common practices in the industry, many operators have unique ways of working, and nobody wants to lose that uniqueness when adopting new technology.

Because of this, it’s easy for technology to just feel like just ‘one more thing’ to find and learn instead of the helping hand that they’ve been waiting for. That’s why I believe the decision and adoption should feel like a partnership rather than a sales transaction.  The right partner takes time to listen, learn and understand the operator’s world, and then introduces technology in thoughtful ways that help.

Since coming onboard last year, have you introduced any new “first-in-industry” features at Centaur? If so, what was the spark for innovation?

My spark for innovation is seeing challenges and pain points and being passionate about making an impact.  When I think of what innovation is about, I believe it’s not just about being the first to deliver a feature, but about how thoughtfully it’s created and how meaningfully it solves problems.  At Centaur, we have a unique partnership approach, which has helped make our customers very successful.  This approach has helped me innovate solutions like our new traveler and group leader/advisor portals that I consider industry leading because of the care, thoughtfulness, and unique features behind their design.

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