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Consumerization is here to stay

Posted: 10 March 2015
So what exactly do today’s business traveler say they want from their business travel technology and applications?  Business travelers that book leisure travel on the weekends via friendly and easy-to-use consumer travel websites and mobile apps now demand the same experience to translate into the corporate travel world.  Increasingly it’s focused on these three requirements:
  1. Give me access to the very best technology, rich travel content and service.
  2. Let me plan, book and serve myself and get travel assistance when I need it.
  3. Reward and recognize me for using corporate tools and obeying the rules.
Technology, Content, and Service Ask anyone in the IT team, the Supplier Team, or the customer service team what this means, and you’re likely to get a several page answer.  Ask a business traveler what he or she means by this and you’ll get a simple one:  they want technology that’s cool, current, and anticipates their needs—it offers up things that they didn’t even know they need—it surprises and even delights them.  They want it to work all the time, and they want it work at the speed that they do.  They want all the content—but personalized to that they can quickly filter out the things that don’t matter to them.  And they want service there when they need it, ready to spring into action. Travel Assistance When They Need It As with our opening example, the service model of today needs to incorporate technology into it to best serve the business traveler.  Whether it’s clicking a button to connect to an agent, starting a chat session, or having an agent call you back when there’s a queue and hold time, the service model must reflect the speed at which the traveler is moving today.  It must know who the traveler is without being too invasive while it must anticipate their next move and their needs without being too presumptive. Rewarding and Recognizing the Business Traveler We all know a rogue traveler within the team—the rebel that books their own fare class their own way and seems to get away with it.  But what about the 95% of the rest of the population that follows the rules and sticks with the technology to help the company get the best deals.  With the power of choice to book their next trip just a download from iTunes away, travel companies need to find a way to keep these people coming back for more.