As someone relatively new to the Travel Industry, it’s been fascinating to witness how technology is reshaping Corporate Travel. Coming from an industry with a long-established relationship with technology, where workforce experience and expertise have shaped every innovation, the contrast within the Travel Industry is striking. In many ways, travel is still in the early stages of integrating technology, frequently adopting technology built upon other industries, this presents both challenges and incredible opportunities. We find ourselves at a unique crossroads, one where we have an incredible opportunity to blend efficiency with the personalized, people-first service that our industry is known for.
While tech can improve efficiency, the true value of the corporate travel experience lies in the relationships we build. The future of corporate travel doesn’t have to choose between high-touch service and high-tech solutions; it’s about creating a balance that enhances both.
The role of technology in Corporate Travel is undeniable, but the challenge lies in integrating it in a way that complements the human touch—without losing the personal service that’s been the backbone of this industry for decades. At DP&L, we believe the key to successful tech integration lies in having the right people behind it.
At DP&L, we aim to be the people behind the tech. We see technology as an enabler—not a disruptor—of the core values that make the Travel Management Company (TMC) service indispensable.
The Novelty Factor
In today’s fast-paced world, technology, AI, and automation are becoming increasingly integral to the customer service experience. From streamlining operations to improving efficiency, these innovations offer undeniable advantages. However, there is a growing concern: Could we be at risk of depersonalizing the travel and service experience in our race to adopt the latest tech?
While technology like AI-powered robots or automated systems can make headlines (I am looking at you, Barcelona Airport’s robotic coffee server!), the real question remains: Does it actually serve the customer?
Sure, the novelty factor can capture attention, spark curiosity, and boost marketing campaigns. But when these systems fall short—slow speeds, the need for human intervention, or creating that uncomfortable Uncanny Valley effect—what are we really offering our clients?
In the race to introduce new technologies, we often focus on the features, speed, and convenience — but what about the human side of the equation?
The real challenge lies in ensuring that technology is deployed with a clear purpose and tangible benefits for our clients. Instead of adopting tech for the sake of staying relevant, we need to ask:
- Does this technology improve the customer journey?
- Does it genuinely enhance efficiency or convenience?
- Can it be integrated in a way that supports, rather than replaces, human interaction?
Technology should complement and enhance human service, not replace it. If done right, the combination of smart tech and human empathy can lead to a seamless, personalized customer experience that benefits everyone. Let’s focus on tech that serves people, not just headlines.
There is a worrying trend of TMCs that rush to onboard tech simply to tick a box, without considering whether it genuinely enhances the customer experience. This can lead to frustration both for customers and the employees tasked with managing these systems, further alienating our relationship between technology and people.
A great everyday example of this is the self-service checkout. While it promises speed and efficiency, when the system fails, you’re left standing, waiting for assistance. Even when help arrives, the support team may not always have the right training or knowledge to resolve the issue quickly or you.
This highlights a crucial point: Tech is only as good as the support system behind it.
No matter how sophisticated the technology, it’s bound to fail at some point. That’s why having the right team in place is essential — people who understand the tech, can troubleshoot problems, and provide clear, effective communication with users.
- User-Friendly Training: Making sure both users and support teams are trained to navigate the system smoothly.
- Responsive Support: Quick, reliable assistance when things go wrong.
- Continuous Improvement: Listening to feedback to address pain points and enhance the user experience.
In the end, the success of any technology depends on the people supporting it. With the right balance of innovation and human support, we can make technology a positive and seamless part of our lives.
Tech Beyond Boundaries: What Other Industries Teach Us About the Future of Tech
While many of us focus solely on the tech innovations happening within our own industries, I believe it’s crucial to look outside the box. Other industries offer valuable insights into how we can approach tech—not just as a tool, but as a partner in enhancing human experiences.
I recently had the pleasure of visiting Cinema Mystica, an interactive AI art museum in Budapest, and it sparked an important realization for me about the future of technology in the Travel Industry.
The exhibit highlighted how technology, when used creatively, can invite people to interact, explore, and form meaningful connections. It wasn’t just about gadgets or flashy visuals, but about creating an experience where technology and humanity coexist symbiotically.
In the Travel Industry, this means stepping beyond transactional tools and considering how we can use tech to tell richer stories and create personalized journeys.
It’s about being experimental, creative, and innovative—transforming how we think about tech. Technology should be a bridge that enhances human experience, not a replacement for it.
Embracing Technology Through Play: Demystifying AI
As we continue to navigate the rapidly advancing world of AI, one of the most effective ways to bridge the gap between technology and everyday users is through playful experimentation. From interactive art exhibitions to fun features like Chat GPT’s “What’s in my fridge?” , these experiences engage people in a non-threatening, relatable way.
By allowing staff and users to engage with AI in a playful context, we’re not only sparking curiosity but also dismantling the idea that technology is something “only for experts.” The more we break down these barriers, the more we pave the way for a healthier relationship with technology—one that’s driven by understanding, rather than fear.
If we can take the fear out of AI, we’re one step closer to building a future where everyone feels empowered to leverage technology in their personal and professional lives.
The Future of Corporate Travel
Amara’s Law: We tend to overestimate the effect of a technology in the short run and underestimate the effect in the long run. “In the short-term things change less than we think. In the long-term, things will change more than we think.”
The future of corporate travel is at a unique crossroads. As we embrace the rapid pace of technological innovation, it’s crucial we don’t lose sight of the values that have always defined our industry—personalized service, meaningful connections, and exceptional customer care.
Technology, when integrated thoughtfully, can enhance these core values rather than replace them. It can drive efficiency, provide convenience, and create more tailored, seamless experiences for travellers. But the real success of any tech adoption lies in the people behind it—the innovators, the support teams, and the everyday users engaging with it. No matter how advanced the tech, things will go wrong, and that’s where well-trained, responsive teams make all the difference. Whether it’s troubleshooting issues or improving system integration, human support is key to ensuring that tech adds value, not frustration.
In this age of innovation, let’s prioritize technology that serves people, fosters deeper connections, and drives meaningful change in the way we experience Corporate Travel.
Ultimately, the future of corporate travel isn’t about choosing between high-tech solutions and high-touch service. It’s about embracing both to create seamless, personalized, and human-centred experiences for all.
Let’s ensure that technology remains a bridge, not a barrier.
About the Author: Helen is a tech enthusiast and expert. With years of experience in tech industry, Helen is passionate about helping companies navigate and demystify the ever evolving world of technology to create more efficient, enjoyable experiences for staff and clients alike.