There is an ongoing discussion around the idea that suppliers are gaining more control of the customer as they often have the ability to handle the tech interface.
Think of the hotel with the door key and service app, or the car rental brand with similar functionality - the end-user is being assisted by the brand that operates the product, rather than the intermediary that sold the traveler their ticket or room.
This issue is perhaps most acute in business travel, where travel managers within an organisation have the combination of a company policy over duty of care and strategic imperative to retain ownership of the customer.
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PhocusWire recently hosted a session at the Business Travel Show in London, where such matters took center stage.
The session features:
- Niklas Andreen - SVP and managing director of hospitality and digital, Travelport
- Max Waldmann - CEO, Conichi
- Neal Sunners - senior vice president for innovation, Avis Budget Group
- Andrew Dyer - vice president for global supply, Egencia
The 60-minute discussion covers issues such as mobile strategy, travel management companies maintaining control, artificial intelligence and lot more.
Connected Supplier Technology - Business Travel Show 2018 from Digital Team on Vimeo.