The hospitality and tourism sector has undergone constant transformations in recent years. After a forced pause during the pandemic, the sector's recovery requires adaptation and innovation to keep up with new trends. By 2025, technology and personalized experiences emerge as the main highlights, while sustainability becomes an increasing priority in tourism services.
Digital transformation is driving changes in consumer preferences. According to the researchCX Trends 2025, conducted annually by Octadesk in partnership with Opinion Box, there was an 8% increase in the interaction of Brazilian consumers with artificial intelligences during the purchasing process in the past year. The study also reveals that 72% of consumers prefer personalized and exclusive service.
According to Jorge Carvalho de Oliveira Júnior, president of Realgems Cosméticos e Amenities, a Paraná-based company and a reference in hotel cosmetics, the market is adjusting to the new expectations of customers. "Every year, the consumer profile changes due to new technologies, which are quickly incorporated into daily life. Hotels and tourism-related services need to keep up with these trends to offer solutions aligned with guests' needs," he comments. As part of this personalization strategy, Realgems allows the customization of hotel amenities, with exclusive packaging for each establishment.
Hyper-personalization is a strong consumer trend. With the growing demand for unique experiences, consumers expect brands to create exclusive solutions to meet their desires. This is a challenge for the market as a whole, but in the hospitality industry, experience has always been a fundamental part of the purchase. Hotels provide different sensations during the stay, highlights Carvalho. He emphasizes that Realgems works together with clients to develop solutions that enhance the sense of exclusivity for each guest.
Sustainability in tourism
According to a study published in late 2024 by the journalNature CommunicationsTourism was responsible for an annual increase of 3.5% in CO2 emissions between 2009 and 2020. The rapid growth of the sector has significantly contributed to this impact, and estimates indicate that tourism currently accounts for about 9% of global carbon emissions.
In this scenario, sustainability has become an essential factor for companies in the sector. The director of Realgems emphasizes the importance of conscious consumption. "We believe that the future of the tourism and hospitality sector is not only in the experiences we offer but also in how these experiences impact the environment. We are committed to providing products that not only meet our customers' needs but also respect our planet," he points out.
According to Carvalho, the brand seeks, through simple actions, to move towards an eco-friendly direction and reduce its environmental impact. "Today, we use biodegradable materials in our packaging and offer high-quality vegan products, increasingly sought after by hotels committed to sustainability," he explains. Furthermore, Realgems invests in initiatives such as water reuse and support for social causes. I make a point of participating in projects that promote local development, such as theRecycleHelpthat aims to give visibility and increase the income of recycling workers, who are often marginalized. Our impact should be positive not only for the environment but also for the community around us," concludes the company's president.
