---
title: EP 3. Data-Driven Decisions
description: In this episode of Hospitality Meets CRM, we dive into the future of guest interactions, where every step of the journey—before, during, and after the stay—should feel effortless, yet deeply personalized.
image: https://www.goldenkestrel.com/hubfs/Captura%20de%20ecr%C3%A3%202025-09-18%2c%20%C3%A0s%2012.31.35.png
---

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# EP 3. Data-Driven Decisions

October 13, 2026

By Findmore

<iframe width="100%" height="530" src="https://www.youtube.com/embed/uW0dRBZdW1s?rel=0&amp;modestbranding=1" title="YouTube video player" frameborder="0" allow="accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share" allowfullscreen>
        </iframe>

In this episode:

How can hospitality brands move beyond collecting data and start using it to create smarter, more meaningful guest experiences?

 

In this episode of Hospitality Meets CRM, Bruno Horta Soares (digital transformation advisor) and Diogo Rebelo (Head of HubSpot CRM at Findmore Solutions) explore how organizations can move from data to information, information to knowledge, and knowledge to action.

 

With special guest Tiago Fonseca (Pluto Analytics), they discuss how the growing volume of data, paired with intelligent CRM orchestration, is reshaping the way hotels understand, predict, and engage with their guests.

 

Inside this conversation:

• Why technology alone isn’t a differentiator—insight and execution are

• How a 360º guest view connects marketing, sales, and service data in one place

• The role of AI and sentiment analysis in predicting guest behavior

• Why data governance and compliance are key to building trust

• How to balance deep analytics with real-time action in CRM

 

From predictive insights to smarter personalization, this episode reveals how data, when structured and activated, becomes the engine of better experiences and better decisions.

 

🎥 Watch the full conversation above and discover how HubSpot CRM and data intelligence are helping hospitality brands make smarter, faster, and more connected decisions.

 

## Related articles

### [![Two speakers recording Hospitality Meets CRM episode 6](https://www.goldenkestrel.com/hs-fs/hubfs/Captura%20de%20ecr%C3%A3%202025-09-18%2c%20%C3%A0s%2012.31.35.png?width=1860&height=946&name=Captura%20de%20ecr%C3%A3%202025-09-18%2c%20%C3%A0s%2012.31.35.png) Podcast October 15, 2026 EP6. Scaling Hospitality Brands: How CRM Becomes the Backbone of Growth Read article →](https://www.goldenkestrel.com/golden-kestrel-news/scaling-hospitality-brands-with-crm-orange-kestrel)

### [![EP.1 The Evolving Guest Experience Why HubSpot’s CRM is a Game-Changer](https://www.goldenkestrel.com/hs-fs/hubfs/Image.jpg?width=1463&height=828&name=Image.jpg) Podcast October 13, 2026 EP.1 The Evolving Guest Experience Why HubSpot’s CRM is a Game-Changer Read article →](https://www.goldenkestrel.com/golden-kestrel-news/ep.1-the-evolving-guest-experience-why-hubspots-crm-is-a-game-changer-1)

### [![EP.2 Omni-Channel Booking and Beyond](https://www.goldenkestrel.com/hs-fs/hubfs/Captura%20de%20ecr%C3%A3%202025-09-18%2c%20%C3%A0s%2012.31.35.png?width=1860&height=946&name=Captura%20de%20ecr%C3%A3%202025-09-18%2c%20%C3%A0s%2012.31.35.png) Podcast October 13, 2026 EP.2 Omni-Channel Booking and Beyond Read article →](https://www.goldenkestrel.com/golden-kestrel-news/ep.2-omni-channel-booking-and-beyond)

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