Covisian enhances the visitor experience in Cortina during the Olympic Games 2026 with Smile.CX

As Cortina d’Ampezzo prepares to welcome the world ahead of the 2026 Olympic and Paralympic Winter Games, visitor experience cannot be left to chance.

In a global context where destinations are measured not only by their beauty, but by the quality, accessibility and continuity of the experiences they offer, the Destination Management Organization (DMO) Cortina Marketing Se.Am. has chosen Smile.CX to support visitors before, during and beyond their stay in Cortina d’Ampezzo.

Smile.CX is a technological and methodological application framework designed to transform Customer Experience (CX) and visitor interactions through seamless collaboration between people and artificial intelligence.

Designing seamless visitor journeys at global scale

Major international events place unprecedented pressure on destinations: peaks in visitor flows, multilingual audiences, real-time information needs and high expectations across every touchpoint.

To address these challenges, Smile.CX enables the Cortina d’Ampezzo DMO to deliver fast, accessible and personalized information, ensuring a smooth and engaging experience throughout the entire visitor journey.

The solution includes two dedicated virtual assistants, designed around real tourism needs rather than generic journeys:

1. An online assistant on the website, supporting travelers during the information and planning phase, from early trip inspiration to holiday organization.
2. A WhatsApp-based assistant, focused on welcome and on-site support, available 24/7 to provide real-time assistance during the stay.

Through natural, multilingual interactions, visitors can easily discover restaurants, hotels and local events, organize excursions and mobility, and receive timely support, even during peak seasons.

Technology that enhances the destination experience

Smile.CX provides immediate and intuitive access to information and services, ensuring consistency across channels while maintaining a people-centric approach.

Built on a knowledge base powered by the DMO’s official website content and automatically kept up to date, Smile.CX delivers accurate and reliable answers, automating routine interactions and allowing local teams to focus on higher-value activities.

At the same time, Smile.CX enhances the destination’s tourism offering by dynamically and personally recommending hotels, restaurants, events and experiences based on visitors’ expressed needs. The data generated through these interactions is collected and made available to the tourism authority, providing valuable insights to support advanced analysis, service optimization and strategic planning.

The project is designed not only to support Cortina during the 2026 Winter Olympic Games, but also to create a lasting impact in terms of customer experience that extends beyond the Games, strengthening the destination’s ability to support and engage visitors throughout the year.

A new standard for tourism experience

“Today, the Travel & Hospitality sector requires an unprecedented level of responsiveness and personalization,” says Gabriele Moretti, Founder and Chairman of Covisian Group. “With Smile.CX, we’re not just enhancing interactions, we’re actively supporting destinations like Cortina in offering experiences that are personal, fluid and truly memorable. Innovation and service quality are at the heart of the future of customer experience in tourism.”

By combining AI-driven scalability with a deep understanding of visitor needs, Covisian reinforces its role as an enabler of global experiences, supporting destinations as they prepare to welcome the world, not only for major events, but for the future of tourism itself.