Interview Travelport
Peter Cramon

The changing face of business travel: What’s the future like?

September 24, 2018

The changing face of business travel: What’s the future like?
Interview with Peter Cramon, Managing Director Travelport Nordics -- Michael Fahlgren. 

The future of business travel looks to be a unique and highly personal customer experience, and thanks to the development of digital solutions and mobile technology, the future doesn’t seem that far away.

Business travelers’ expectations for their experiences are constantly changing. They do not want to be restricted during their experience and they want the opportunity for flexibility, whether they book directly with an airline, through an online travel agency or any other platform.  New technologies are constantly developing new opportunities and Peter Cramon, Director of Travelport Nordics explains that there is a lot of focus on convenience, as well as delivering a seamless travel experience.


Personal Experiences
Personalization is a huge feature of the future of the business travel experience. From the booking stage, during the trip and until you get home, the experience can be entirely orientated around you.

"There are a number of new and emerging technologies that make it possible to create a personal and unique travel experience,” voices Peter Cramon.  His belief is that many technologies have the possibility to transform the future of business travel. It ranges to facilities such as mobile, Artificial Intelligence (AI) and Internet of Things (IoT), to name a few. “All of these can be used to build new tools that businesses can benefit from to serve corporate customers.”  


From travel management company to digital TMC                                                                                                                 

As the speed of the business traveler’s understanding and adoption of these new technologies develops, it is essential for the companies that serve them to implement the various technologies available to ensure positive customer engagement.

Companies like Air BnB and Uber, have succeeded in their markets thanks to their understanding of their customers ever-changing needs.  They both present simple products - a bed to sleep in and transportation from A to B – but because of their elements of personalization within the booking experience, they align with the wants and needs of their customers and have been able to infiltrate and dominate markets that have long been saturated by other players.


Everything is centered around the mobile experience                                                                                                           
The modern traveler is mobile by definition, so the development of mobile technology during the travel experience just makes good sense.  More than 70 per cent of all travel will be booked via mobile by 2020 and most developers of booking engines design their solutions from “a mobile-first perspective”.

The future of mobile technology means the device is now not only a form of communication, but also a plane ticket, a hotel booking confirmation, an endless pleather of documents all in the palm of a traveler’s hand.  "When I land somewhere in the world and need a place to sleep, I need a solution that basically starts where I stand. I also have an interest in finding a hotel that suits my personal preferences. Maybe it’s based on my last hotel bookings. And, moreover, I want to go at a maximum of 500 meters. The supplier that gives me exactly that experience, gets my money, "emphasizes Peter Cramon.            

Mobile technology is increasingly relevant for selling a journey, but it’s also the best channel for businesses to create the unique personal experience that future travelers expect.


Source: Travelport / Nordic Bench