Why omnichannel servicing is now a corporate travel essential
Omnichannel servicing, the ability to access support seamlessly between multiple platforms like mobile apps, online portals, chat, email, or phone, is a critical differentiator for modern travel programs.
In a business travel landscape where responsiveness, time, safety, and cost-efficiency matter than ever before, omnichannel servicing helps businesses meet the moment.
Corporate Travel Management’s (CTM’s) Global Chief Technology Officer, Joel Bailey, says: “Millennial and Gen Z travellers are our future business decision-makers, so they are not just influencing the future of business travel, they are defining it. Their clear preference for digital tools and confidence in the benefits of AI are shaping how we evolve our technology roadmap. We’re continuing to invest in proprietary AI to deliver faster, more personalised experiences and omni-channel service solutions that empower users to book and manage travel with the convenience of their chosen device, location and time.”
Read on to learn more about how omnichannel servicing works in corporate travel management.
The corporate traveller has changedToday’s workforce is mobile, tech-savvy and operating across borders. They expect service when they need it, in the channel they prefer, whether that’s speaking to a travel consultant, using an AI-powered chatbot, or self-serving through a mobile app.
Omnichannel servicing empowers travellers to choose their preferred communication method without sacrificing consistency. If a flight is delayed, a traveller can be rebooked via a live chat or app alert just as easily as calling their dedicated travel team. This flexibility enhances the traveller experience and boosts adoption of approved booking tools and policies.
One policy, one experience – everywhereFor travel managers and HR leaders, policy compliance and duty of care will remain important. Fragmented servicing models often lead to mixed messages, inconsistent policy enforcement and incomplete data.
Omnichannel servicing ensures that no matter how or where a traveller interacts with the program, the experience is consistent and compliant. Whether a traveller is booking on a desktop, getting help over the phone, or using a messaging app, the same policy rules and preferences apply. This consistency leads to stronger policy adoption, fewer manual errors, and more reliable data for reporting and decision-making, key for finance and procurement teams managing spend and supplier agreements.
In recent CTM market research, 59 per cent of Millennial and Gen Z global respondents indicated they book all their own travel, demonstrating that the demand for intuitive, self-service technology that enables anytime, anywhere access is accelerating. CTM’s proprietary virtual travel assistant, Scout, is meeting this need by allowing travellers to search, book and manage their travel within policy across devices, while supporting organisations’ duty of care and program objectives.
As travellers increasingly take the reins of their own bookings, ensuring their safety remains a non-negotiable priority. Ultimately, safety and risk management are central to any corporate travel strategy. In a disruption or crisis, businesses must communicate quickly and clearly with their travellers, wherever they are. Omnichannel servicing strengthens the duty of care by ensuring travellers receive real-time alerts and assistance via the platform that suits them best. A missed connection or sudden travel restriction can be handled quickly through live chat, push notifications, or direct travel consultant support, helping companies fulfil their duty of care obligations with greater speed and accuracy.
Omnichannel doesn’t mean more cost; it means smarter service delivery.
By combining live support with automation and AI, businesses can route queries more efficiently. Routine requests like itinerary changes, hotel add-ons, or expense queries can be handled via app or chat, reducing the workload on travel consultants and improving response times. This hybrid approach not only improves the experience for travellers but delivers measurable cost savings with fewer errors, reduced reliance on after-hours support, and more scalable service models for growing companies.
Scaling globally and servicing locallyFor global organisations, one of the biggest challenges is delivering consistent service across regions while respecting local preferences.
An omnichannel approach supports scalability by enabling centralised oversight with local relevance. Travellers in APAC, the Americas or EMEA can access the same tools and support, all while adhering to a single, unified travel program. That means less complexity for travel teams and greater cohesion across the business.
A strategy, not just a channel choiceOmnichannel servicing isn’t just about convenience, it’s a strategic move. As businesses look to optimise spend, streamline processes, and support traveller wellbeing, the way we deliver service matters.
Organisations that embrace omnichannel strategies position themselves to offer better experiences, gather stronger data, and respond more effectively to challenges. It’s not just the future of travel management, it’s what smart travel programs are doing now.
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