In August, Corporate Travel Management (CTM) took part in the 24th Annual btTB Business Travel Conference & Awards in Sydney, Australia. This event serves as an important gathering for the Australian travel industry; offering a platform for deep discussions on the latest trends, including product innovations, technology advancements, and service enhancements.
With the theme “Travel Tipping Points,” this year’s conference explored the future of the travel industry, highlighting the significant and transformative changes on the horizon. CTM played an active role in these discussions. Jamie Pherous, CTM’s Executive Director and Managing Director, shared his insights on travel technology and the role of artificial intelligence (AI) in shaping the industry as part of “The Future TMC” interview.
To gain further insight, we spoke with our team to hear their key takeaways from this year’s conference.
How AI will impact travel management
Increasingly travel management companies (TMCs) are embedding AI and machine learning into their service offerings to enhance their clients’ user experience (UX). TMCs are leveraging these technologies to boost efficiency in business travel, with AI becoming a valuable tool to assist travellers and travel arrangers with travel bookings and queries.
The ongoing evolution of AI has sparked important discussions about the future role of travel consultants. Despite the integration of AI into travel technology, travel consultants remain essential. AI serves to complement the service experience by processing high-volume, low-value tasks, providing more time for travel consultants to service more complex enquiries and unforeseen travel emergencies.
In his interview, Jamie Pherous shared, “Travel experts are still required behind many bookings. Resolving more complex challenges still requires a phone call and leveraging interpersonal relationships.”
When it comes to complex bookings or the unexpected occurring throughout a trip, the expertise and tailored support of a travel consultant remain invaluable. Nothing can replace the personal connection of speaking with someone who can empathise and provide a customised solution. Further, specialised expertise is essential for clients with unique requirements, such as those in the entertainment or sports sectors for example.
Using AI to enhance customer experience and consultant productivity requires a strategic focus on where and how automation delivers the greatest value for both. Jamie Pherous comments,“Our whole goal now is how we free up our people, our experts, to be experts and focus on the challenges that matter for our customers.”
These solutions include virtual assistants, such as CTM Scout, that enable self-service for simple bookings and deliver fast, personalised options and answers based on travel policies and preferences. Rony Cheriyan, CTM’s Global Head of Scout AI, adds, “Consultants are under constant pressure to ensure all travel details are captured and processed correctly. This is why AI solutions like CTM Scout are so useful. They can focus on the big picture, and Scout will handle the details.”
Data security
As travel technology and AI rapidly advance, data security has become a critical concern for many customers. The growing influence of AI raises questions about how organisations can implement policies that promote safe and effective usage without stifling innovation. To offer customers peace of mind, TMCs must prioritise data security and customer privacy.
David MacNiven, CTM’s Global Chief Information Officer, comments “With rapidly evolving technology, automation and AI in the travel industry, data security has become the new passport to trust. As CTM continues to innovate in these areas, safeguarding customer data remains paramount. We have certified information security management systems in all regions and conduct regular testing of incident response plans. In an era where personal information flows across the globe as seamlessly as travellers, the challenge lies not just in providing innovative technical solutions but in ensuring that the privacy and security of sensitive data (Person Identifiable Information (PII)) evolve in parallel.”
Beyond compliance with ISO, PCI-DSS and GDPR data security standards, a comprehensive data security strategy is essential to minimise the risk of data breaches. This includes employing an expert security team, using certified security management systems, prompt software updates, routine testing of incident response plans and applications, and continuous cyber education for employees.
TMCs can further protect client data by offering proprietary, wholly-owned travel technology to keep client information secure within the organisation.
How work-life shifts are impacting business travel
In recent years, the landscape of work-life balance and business travel has evolved considerably due to generational shifts, technological advancements, and growing environmental awareness.
With millennials projected to make up 75% of the global workforce by 2025, their influence is reshaping business travel trends and expectations. This influence drives a demand amongst the general workforce for purpose-driven work experiences that align with personal values. As a result, organisations are placing greater emphasis on fostering a strong culture and offering flexibility that supports a healthy work-life balance.
Business travellers now seek personalisation, sustainability, and the opportunity to blend leisure with professional commitments. Seamless travel technology plays a crucial role in empowering employees, granting them greater autonomy over their business travel and enabling them to choose when, where, why, and how they travel. To attract and retain talent, organisations are adapting their travel programs, policies, and technology to align with these evolving employee expectations.
Karen McGilvray, General Manager NSW & ACT, adds, “Generational change within business is resulting in companies seeking to align their travel policies with the values of new employees. These younger employees are asking to take time out for personal travel as an extension of their business trips, with a focus on travelling more sustainably, fitting more into business travel, and aligning with their personal values and priorities.”
The 2024 btTB Travel Conference highlighted the pivotal role of technology and work-life dynamics in transforming business travel. As the industry adapts to these shifts, TMCs must embrace innovations that streamline the customer experience, enhance consultant productivity, and protect customer data. By partnering with a future-focused TMC that understands the unique needs of today’s workforce, organisations can ensure they adapt to these shifts and thrive in an increasingly dynamic travel environment.
