Travel management innovation:
5 takeaways from our own digital journey
What does that mean when a travel management company says it's pursuing ‘digital innovation’? And what should corporate travel professionals keep in mind when evaluating digital innovation’s role within the industry?
On a recent episode of the Global Business Travel Association’s podcast, ‘Lessons on Fostering Innovation in Travel’, John Morhous, Chief Experience Officer at Flight Centre Travel Group, offered valuable insight into how FCM Travel and the wider Flight Centre Travel Group (FCTG) collaborates with startups and organisations like Plug and Play to invest in digital transformation. Here are the top 5 takeaways from the episode.
1. Cultivate a culture of innovation
"We believe that innovation starts from within, but it's also vital to embrace ideas from outside,” said John.
Organisations can drive progress by empowering team members to think creatively and experiment with new ideas—for example, at FCTG, employees were given access to AI-powered app creation software and challenged to create a solution to aid a specific business need. When you encourage an open-minded approach, you ensure teams are more receptive to adopting innovations effectively.
2. Embrace your strategic partnerships
You can’t do everything yourself; even the best innovators need extra support. We collaborate with Plug and Play, a global innovation platform, to access cutting-edge solutions from promising startups.
Amir Amidi from Plug and Play explained, "Our partnership allows FCTG to tap into a network of startups that are redefining how travel is experienced."
By leveraging these partnerships, corporate travel programmes can benefit from fresh perspectives and technological advancements, accelerating digital transformation and ROI.
3. Harness the power of AI
The impact of artificial intelligence (AI) on the travel industry is undeniable, unshakeable, and unavoidable. FCTG is committed to integrating AI-driven solutions to enhance the customer experience and streamline operations. As John shared, "AI is revolutionising how we understand traveller needs and deliver personalised experiences."
By adopting AI tools and practices, businesses can better predict trends, provide tailored recommendations, and improve overall service delivery, ensuring a more satisfying experience for everyone within the travel lifecycle.
4. Measure success with clear KPIs
You need to know what to measure to gauge how far you’ve come on your digital innovation journey. Well-defined key performance indicators (KPIs) allow businesses to track progress and assess the effectiveness of new initiatives. "Measuring success isn't just about revenue; it's about understanding impact," said John.
By setting defined criteria for success, such as adoption rates, customer satisfaction scores, or process improvements, corporate travel programmes can identify which innovations are delivering the intended value.
5. Inspire with shared success stories
The FCTG team has plenty of stories to celebrate when it comes to its digital transformation journey. Sharing these stories isn’t just a ‘feel-good’ exercise but can highlight the tangible benefits of innovation while encouraging a sense of possibility and curiosity.
Celebrating these successes also boosts morale and promotes a culture primed for future innovation. "We've seen incredible results from startups that started as small ideas and transformed into core components of our offering," said John.
And the journey continues…
These insights are an excellent starting point for any corporate travel professional looking to enhance their programme with digital innovations. They also serve as a roadmap for transforming travel experiences, from traveller to manager, and keeping ahead in a competitive (and sometimes turbulent) industry.
But this only scratches the surface! Listen to the full podcast for a deeper dive into FCM’s digital journey. But if you’re ready to take action now, reach out to the FCM team today and find out how we can help innovate your travel programme and redefine your travel experience.