How TMCs are evolving in today’s environment Sean Dean Head of Customer Experience & Innovation | QBT

Managed travel is no exception To adapt, you need to evolve!

Online booking tools introduced Evolution of the booking Book from mobile Called your TMC to book Bookings via fax Bookings via email Machine learning Online booking tools introduced

Evolution of the airline ticket Mobile ticket The future? First E ticket Enhanced E ticket Paper ticket

What should TMCs be focused on in order to evolve? Aligning values Transparency and relationships Creating an agile business Embrace the opportunity of technology Simplify everything! Effective data management What should TMCs be focused on in order to evolve?

Alignment of values Importance of aligning core values Core values are commonly not shared externally Align travel programs around customer core values Help customers reach their goals outside of travel

Transparency & Relationships Foster complete transparency at all times Foundation of true relationships with customers Listen to what your customers are asking for Net Promoter Score – Use this data efficiently Communicate clearly and often to your customers

Creating an agile TMC Building business structure to react to change Influences from global travel industry Influences from market and regional changes Influences from customer needs Internal development teams a must!

Technology opportunities Embrace the disruptors System framework to cater for all angles Ensure mobility is considered in all projects Clear product roadmaps for both short & long term Align technology roadmaps with customer feedback Tell the story of all the great things you are doing

Make the complex, Simple Mantra to simplify everything, leave nothing unturned! Customer experience is paramount Go on a customer journey, challenge everything! Understand the customer base, and develop accordingly Don’t be scared to remove a process

Effective data management In some cases your TMC knows you better than you do Master communication piece and tell the full story Think outside the box for data management Use data effectively to create a personalised experience Predictive services is the path forward