Did you know that as we step into 2024, business travel services are getting a major makeover, thanks to hyperpersonalisation? It's not just a trendy term; it's a key player changing the game in the customer experience. And guess what’s driving this change? None other than AI and machine learning. These tech wonders are empowering travel management companies to craft one-of-a-kind journeys for every corporate traveller.
This means comprehensive travel itineraries optimised not just for convenience and cost, but for the traveller's health, wellbeing and personal preferences. For example, AI assistants can recommend flights that avoid red-eyes or long layovers. They can suggest alternative departure times to avoid commuting during rush hour. Travellers who prefer window seats, special meals, or specific hotels.
Can machines conquer customer satisfaction?
Corporate travellers today crave experiences that feel like they've been designed just for them. That's why, even with advanced data and tech, human specialists remain integral to providing tailored experiences.
Tech may grab headlines, but successful hyperpersonalisation in business travel relies on human insight to understand customers. More than fancy AI, it's people - from travel managers to customer success teams - who make the difference to the customer journey. Their goal? To truly understand what each traveller wants. No algorithm can replace the nuance of human connection.
Maybe it’s about your dietary preferences, allergies, etc. and making sure appropriate meals are arranged. They could also research interesting local restaurants at your destination that would suit your tastes. Or arrange accommodations that match your preferences (you know, the one with the epic fitness centre).
Does this mean technology has no place? Of course not. Data helps reveal priorities and tech enables scale. However, only humans can turn insights into deeply customised business travel service through care and understanding.
Here’s looking at you…
As a business traveller, what does this mean? Well, it depends on what your corporate travel management company (TMC) can offer you. But it could look something like this:
- You receive destination suggestions reflecting your travel history and interests.
- Your in-destination arrangements adapt based on past feedback and needs.
- Issues get promptly resolved by teams who know your priorities.
Most importantly, you feel valued - not as a segment or stereotype of the ‘corporate traveller’ but as a one-of-a-kind customer understood at a personal level. Someone for whom no request is too complex and no need too niche.
“Working with a TMC in the age of hyperpersonalisation means a commitment to deeply understand your needs as a traveller. Your dedicated travel programme manager will leverage data and direct engagement to pinpoint your exact preferences. In turn, you receive custom-built recommendations that perfectly match your taste. These won't be generic options, but rather destinations, hotels and flights reflecting your individual travel history and style,” says Bonnie Smith, GM Corporate Traveller.
So, demand the very best. With hyperpersonalisation as the new norm, settle for nothing less than a travel programme tailored specifically for you.