CWT report shows travel managers are putting traveller needs first
The latest research from Carlson Wagonlit Travel (CWT) suggests 2016 will be the year of the traveller, as companies embrace new technologies and ways of working to improve traveller satisfaction.
The CWT Trends website combines a survey of over 1,000 travel managers across the world, white papers, client case studies and additional CWT research to give travel managers a comprehensive look at the year ahead. The report’s interactive microsite allows them to read about key market developments and further investigate the topics that will affect their programs.
Commenting on the study, David Moran, executive vice president, CWT, said: “Travel managers have told us loud and clear that the traveller experience will play a major role in the 2016 travel program. Whether it’s proactive destination information, help in an emergency, multichannel access or personalized services – everything is designed to provide travellers with a seamless experience at every stage of a trip.”
Research highlights:
- Safety and security will be high on the agenda in 2016. Overall, 80 per cent of those surveyed expect it to have a high or very high impact on their programs;
- 63 per cent of travel managers expect mobile and wearable technology to have a big impact on their travel program next year; and
- Travel managers are looking for more data on traveller behaviour and program performance: 58 per cent said they expect having more data to consolidate will impact their program.
Other trends identified as key to traveller experience include the sharing economy, virtual payment and big data.
Moran concluded: “As companies look at how to make travellers’ lives easier, the role of the travel management company is evolving – from travel bookers to trusted advisors who provide real insights. While new technology will play a part, the human touch is important too, as counselors suggest proactive solutions and advice on a host of topics.”
