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Article Excerpt
Industry notions of high-touch customer service are shifting as online adoption rates soar and travel management companies work to stay on the leading edge of automation. While traditional agencies continue to invest in developing their technology offerings, and the online-originating travel management companies--Expedia Corporate Travel, Travelocity Business and Orbitz for Business--tout agent-assisted services, all agree that automation and high-touch service no longer are mutually exclusive.
"In the past, high-touch meant a personal relationship with people onsite--a warm, friendly smile, an interpersonal relationship," said Dean Sivley, chief product and marketing officer for Cendant Corporate Travel Solutions, parent company of Orbitz for Business and Travelport. "Today, in an online environment, you can use automation to create a better high-touch user experience. It can feel tailored to the traveler and tailored to their environment. When you know they're traveling into a city, you can automatically, based on preferences, give them an idea of where to stay, where to eat, make reservations for them."
Cendant's Sivley added that Customer Care Alerts--pushing information out to travelers in...
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