What sets CTM apart? Technology & service that delivers

Jacqui Nightingale, Global Head of People and Culture, sat down with our CTM’s Global Chief Operating Officer, Eleanor Noonan, to explore what ‘Deliver’ means in action and how technology and people come together to make business travel effortless for our customers.

“Deliver, in the CTM context, is all about our customers,” says Noonan. “While they may not see all the behind-the-scenes work, what matters most is how they feel in every interaction with us; the trust, satisfaction and loyalty we create through our people.”

The power behind the scenes

Noonan recently spent time shadowing CTM travel consultants, sitting side-by-side with our front-line experts to observe how customer experiences are created in real-time.

“What I love doing is sitting side by side and just listening in, watching the interactions so I can learn a little bit more about how we do things – what it looks like, what it feels like, what the customer is receiving, and what it takes for our consultants to deliver service to our customers.

“It proved so many things I already knew, that we have consultants who truly care about the outcomes for our customers. The way they navigate complexity, systems, and processes to deliver that was quite impressive.”

Where technology meets care

One key takeaway from Noonan’s time with CTM travel consultants was the central role that technology plays in enabling service excellence. From intuitive booking tools and smart automation to real-time reporting and traveller support, CTM’s technology empowers our consultants to work faster and smarter, freeing them up to focus on what matters most: the customer.

“Our technology doesn’t replace our people; it enhances what they can do. It helps us deliver on our promise of personalised, reliable service, especially when plans change or complexity arises.”

A customer experience powered by people and technology

Whether it’s navigating complex itineraries, responding to last-minute changes, or delivering proactive support, CTM’s people and technology work hand in hand to create effortless travel experiences.

Our investment in smart, intuitive tools ensures our travel experts can focus on what they do best: delivering trusted, high-touch service that keeps your travellers moving and your business goals on track.

Because when it comes to business travel, we don’t just get you there, we deliver.