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

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

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

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

5. 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?

6. 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

7. 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

8. 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!

9. 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

10. 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

11. 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