HBR On Leadership: Building an AI-Powered, Talent-Friendly Organization
Episode Overview
In the June 4, 2025 episode of HBR On Leadership, Harvard Business Review Executive Editor Alison Beard hosts a compelling conversation with Jane Sun, CEO of Trip.com. The discussion delves into how Trip.com has successfully scaled into one of the world's largest online travel services by integrating AI into their operations while fostering a talent-friendly environment. Highlighted during the 2025 HBR Leadership Summit, this episode offers invaluable insights into leadership, technology adoption, talent management, and navigating geopolitical uncertainties.
Recruiting Top Talent at Scale
Key Discussion: Talent Acquisition Strategies
Jane Sun emphasized that recruiting top talent in a rapidly growing organization like Trip.com requires a focus on specific characteristics. She outlined the four key traits Trip.com prioritizes:
- Integrity – Ensuring ethical standards.
- Competence – Assessing skill levels.
- Hard Work – Valuing diligence.
- Curiosity – Encouraging continuous learning.
Notable Quote:
"Integrity is always number one. Secondly, competence is number two, hard working number three, and curiosity number four."
— Jane Sun [02:15]
To quantify these traits, Trip.com employs a structured recruitment process involving written tests and multiple interview rounds tailored to different organizational levels.
Integrating AI to Enhance Efficiency and Productivity
Key Discussion: AI’s Role in Operations
Sun detailed how Trip.com leverages AI to streamline various aspects of their operations:
- Resume Sorting: AI algorithms match candidate resumes with job descriptions.
- Interview Screening: Automated initial interviews enhance efficiency.
- Employee Training: AI-driven training programs boost productivity.
- Customer Interface: AI enhances user experience by personalizing search results and recommendations.
- Content Generation: AI accelerates the creation of multimedia content.
Notable Quote:
"AI definitely is a huge support for us to increase our productivity."
— Jane Sun [03:22]
Sun highlighted that AI not only reduces costs but also significantly enhances the quality of services offered to customers, particularly in personalized travel planning.
Personalizing Customer Experience with AI
Key Discussion: Tailored Travel Solutions
Trip.com utilizes AI to deliver highly personalized travel experiences. By analyzing customer travel habits, preferences, and specific needs, AI recommends customized services such as luxury hotel bookings, transportation arrangements, and family-friendly activities.
Notable Quote:
"AI plays a very important role to find the right product and a service which match the family's needs during their trip."
— Jane Sun [05:26]
Sun assured that Trip.com maintains a balance in personalization to respect customer privacy while delivering efficient and tailored services, particularly catering to high-value business and leisure travelers.
Evaluating Employee Performance
Key Discussion: Performance Metrics and Growth
Performance evaluation at Trip.com is multifaceted:
- Balanced Scorecard: Assesses financial performance, personal growth, and teamwork quarterly.
- AI-Driven Training: Offers continuous learning opportunities aligned with career goals.
- Trip.com University: Provides courses led by BU CEOs and professors, with AI recommending suitable programs.
- Career Path Tools: Allow employees and managers to track achievements and identify development needs.
Notable Quote:
"AI empowers our workforce for their career advancement as well as the coaching skills by their managers."
— Jane Sun [07:33]
This comprehensive approach ensures that employees are continuously developed and performance is objectively measured, facilitating promotions and career progression.
Talent Retention Strategies
Key Discussion: Winning the War for Talent
Sun outlined three crucial factors for attracting and retaining top talent at Trip.com:
- Clear Career Paths: Providing endless opportunities for advancement based on performance and customer-centric focus.
- Innovative Career Programs: Initiatives like the Baby Tiger program encourage young employees to develop and implement new business ideas.
- Employee Empowerment: Supporting employees in entrepreneurial ventures within the company fosters a sense of ownership and innovation.
Notable Quote:
"We encourage our young innovative entrepreneurs to really be an entrepreneur creating new products for our customers."
— Jane Sun [09:31]
These strategies have cultivated a supportive environment where employees are motivated to grow and contribute meaningfully to the company's success.
Adopting and Managing Hybrid Work Models
Key Discussion: Hybrid Work Implementation
Trip.com's approach to hybrid work began before the COVID-19 pandemic, involving A/B testing to assess productivity and employee satisfaction. The successful pilot led to a flexible work model where employees are required in the office on certain days and have the option to work remotely on others.
Notable Quote:
"Employees satisfaction is increased because they don't need to spend two hours on the road and we can reduce emission also."
— Jane Sun [13:00]
Sun addressed concerns about remote work impacting promotions by emphasizing measurable output and allowing team leaders to choose the most effective work arrangements for their teams.
Navigating Geopolitical Uncertainty
Key Discussion: Handling External Challenges
Amid rising US-China tensions and other geopolitical uncertainties, Trip.com focuses on controllable factors such as customer and partner relationships. Sun recounted responses to the COVID-19 pandemic, including financial measures to refund customers and support partners, showcasing the company's resilience and commitment to stakeholders.
Notable Quote:
"Focus our customer first, focus on our partners needs, focus on how to lead our team. Unite our team to weather any storms."
— Jane Sun [18:47]
This proactive and customer-centric approach ensures that Trip.com remains robust in the face of external disruptions.
Fostering Diversity and Inclusion
Key Discussion: Empowering Women in the Workplace
As a rare female CEO in the tech industry, Sun shared her experiences and initiatives to support women at Trip.com:
- Support for Pregnant Employees: Free transportation and financial assistance during and after pregnancy.
- Egg Freezing Policies: Funding for women to preserve fertility, acknowledging the tighter timeframes for career and family planning.
- High Representation of Women: Over 50% of the workforce, more than 40% of middle managers, and over one-third of executives are women.
Notable Quote:
"We are the first company who adopted this policy [egg freezing]."
— Jane Sun [23:04]
These measures demonstrate Trip.com's commitment to creating an inclusive environment where women can thrive professionally and personally.
Innovative Product Rollout and Future Outlook
Key Discussion: Agile Product Development and Industry Evolution
Trip.com employs A/B testing and frequent bi-weekly product releases to ensure continuous improvement and responsiveness to customer feedback. Looking ahead, Sun envisions a travel industry transformed by AI, anticipating increased productivity, more leisure time for consumers, and enhanced service offerings.
Notable Quote:
"We are very excited by the prospects of the travel industry because AI will enable us to increase productivity significantly."
— Jane Sun [28:46]
Sun foresees AI facilitating a shift towards more efficient workweeks and greater customer satisfaction through personalized and timely services.
Conclusion
Jane Sun's insights highlight how Trip.com successfully intertwines AI integration with a strong focus on talent management and diversity. By prioritizing customer needs, fostering an inclusive workplace, and maintaining agility in operations, Trip.com stands as a model for building an AI-powered, talent-friendly organization. This episode offers valuable lessons for leaders aiming to navigate the complexities of modern business environments while fostering innovation and employee satisfaction.
Key Takeaways:
- Talent Acquisition: Prioritize integrity, competence, hard work, and curiosity through structured recruitment processes.
- AI Integration: Utilize AI to enhance productivity, personalize customer experiences, and streamline operations.
- Employee Development: Implement comprehensive performance evaluation systems and continuous learning opportunities.
- Retention Strategies: Offer clear career paths, innovative programs, and empower employees to drive business growth.
- Hybrid Work Models: Balance remote and in-office work based on measurable outcomes and team-specific needs.
- Diversity and Inclusion: Actively support and empower women and diverse talent through targeted policies and initiatives.
- Navigating Uncertainty: Focus on controllable factors, maintain strong stakeholder relationships, and uphold a customer-centric approach.
- Future Outlook: Embrace AI to drive industry evolution, increase leisure time for consumers, and deliver exceptional service.
This detailed summary encapsulates the pivotal discussions from the episode, providing actionable insights and inspiring strategies for leaders across various industries.