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Travel management companies must use high-tech, maintaining high-tech services

Friday, February 23, 2018

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Technology plays pivotal role in shaping personalized travelThe role of travel management brands is steadily evolving, mainly triggered by the rise of new technology and the altering demands of corporate travellers.

 

Now, they need to harness data and tools including predictive analysis, artificial intelligence and chatbots to offer value to their customers throughout the travel experience.

 

These are a few of the conclusions from Harnessing Technology to Empower Your People, a report from Advantage Travel Partnership based on findings from the 2017 Advantage Conference and Business Travel Symposium and a Buyer Research Survey that was hosted by the Institute of Travel Management.

 

Neil Armorgie who is the CEO of WIN and global product director for Advantage mentioned that thanks to constant discussions with members and research undertaken with travel buyers from ITM, they had observed that technology strengthens the service of TMC.

 

This research stated that nearly 87% of travel buyers are optimistic about the future of travel technology.

 

However, 76% mentioned that they are seeking for assistance from business partners to keep them updated on the latest developments. The report also feels that travel management brands should make attempts to fill this role by initiating strategic investments in qualified staff and new technology that creates an appropriate balance of ‘man and machine’.

 

This report also feels that as new solutions are developed TMCs need to place themselves ‘in the shoes of the customer’ in order to establish personalized experiences throughout the journey.

 

TMCs also need to bear in mind that technology utilizes cuts across age categories with both baby boomers and millennials welcoming technology in booking during their travel.

 

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