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11/06/2014 Statistics and MICE researches

The future of business travel? Under the sign of hyperconnectivity and “personal” assistance

Vincent Lebunetel
Vincent Lebunetel

Travel Management companies are the main protagonists of the evolution of the corporate travel sector, being in a key role as mediators between final travel service providers and the final clients, comapnies and travellers. It is one of the aspects that stood out during the Forum Innovation for Tomorrow organised in Milan by Carlson Wagonlit Travel (CWT), worldwide leader specialised in the management of business travel and meetings and events.

 The vision of CWT for the future of business travel has been presented by Vincent Lebunetel, Vice President Corporate Innovation of CWT, the division which is specialised in the study and implementation of evolutive processes. "The digital economy in which travellers and companies move in is destined to become ever more prevalent: hyperconnectivity - from anywhere and with a diversity of mobile devices - and the necesstities of socialisation will shift travel interactions increasingly on digital channels" related Lebunetel.

CWT is creating, just to give an example, a virtual agent, a virtual travel assistant who will assist the traveller in the booking and during travel, whereas in case of emergency - next to the app CWT To Go that keeps travellers up to date on gate changes, delays or unexpected strikes - will be available a video chat with an operator ready to offer personal advice.

"The change has to happen however even in the company, where it will be necessary to take on new points of view and live roles in a different way - added Lebunetel. We will pass, in fact, from a concept of travel policy to that of traveller policy, to the identification that is of the best solutions for the different categories of corporate travellers. At the same time, it will not be necessary to think in terms of the traveller conforming to the rules system, treating him as a passive subject, but rather in terms of traveller loyalty, considering the traveller as an active subject from whom to conquer loyalty towards the company."


Statistics and MICE researches
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