---
title: EP.1 The Evolving Guest Experience Why HubSpot’s CRM is a Game-Changer
description: Explore how HubSpot CRM, real-time personalisation and connected communication help hospitality brands deliver seamless guest experiences.
---

[Golden Kestrel News](https://www.goldenkestrel.com/golden-kestrel-news)

# [EP.1 The Evolving Guest Experience Why HubSpot’s CRM is a Game-Changer](https://www.goldenkestrel.com/golden-kestrel-news/ep.1-the-evolving-guest-experience-why-hubspots-crm-is-a-game-changer-1)

 Written by [Findmore](https://www.goldenkestrel.com/golden-kestrel-news/author/findmore) | Oct 13, 2026, 3:04:39 PM

In this episode:

What does it truly mean to deliver a seamless, personalized guest experience in today’s  
hospitality industry? In this debut episode of Hospitality Meets CRM, Bruno Horta Soares (digital  
transformation advisor) and Diogo Rebelo (Head of HubSpot CRM at Findmore Solutions) dive deep  
into the evolving role of technology in shaping unforgettable guest journeys.

Together, they explore how CRM platforms like HubSpot are no longer just tools for sales or  
marketing—but the central nervous system of modern hospitality, enabling organizations to  
understand, anticipate, and engage guests in real time.

From fragmented systems and siloed departments to unified data and omnichannel strategies,  
this episode unpacks:

• Why digital transformation must be guest-driven, not process-driven  
• How real-time personalization is reshaping expectations across every touchpoint  
• The emerging power of RCS (Rich Communication Services) as the next-gen upgrade to SMS  
• The importance of contextual engagement—before, during, and after a guest’s stay  
• The balance between AI automation and the human touch in hospitality

With a special guest appearance by Luke Jenkins (Sinch), we take a closer look at how leading  
brands are using RCS to build trust, streamline communication, and enhance customer experience  
—without needing to build an app.

This episode isn’t about campaigns. It’s about relationships.  
It’s about being present, relevant, and connected—wherever your guests are.

🎥 Watch the full conversation above and discover how CRM and communication technology are  
transforming hospitality from the inside out.

[View full post](https://www.goldenkestrel.com/golden-kestrel-news/ep.1-the-evolving-guest-experience-why-hubspots-crm-is-a-game-changer-1)

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