Dr. Poppy Crum has highlighted the transformative potential of AI in managed travel while headlining a global webinar for one of the world’s biggest travel management companies.
Dr. Crum is an Adjunct Professor at Stanford University, Giant Step Capital managing director, Goby Technologies president, former CTO at Trimble Inc., and Dolby Laboratories chief scientist.
She joins Flight Centre Corporate chief operating officer Melissa Elf and global chief marketing officer Scott Alboni, with the webinar diving into AI, budgets and individualism in business travel.
As the travel industry grapples with the balance between cutting-edge technology and maintaining a human touch, Dr. Crum will shed light on how hyper-personalisation and digital twins can create more meaningful and efficient customer interactions.
“Think of it as a hyper-personalisation of digital insights – understanding customer preferences and reactions in unprecedented detail that AI enables us to tailor experiences dynamically, adjusting to customer needs and states in real-time,” Dr Crum said.
“The integration of AI into travel management services aims to optimise operational efficiency while enhancing the overall customer journey. While AI can streamline processes and predict customer needs using data-driven insights, it’s crucial to ensure that technology supplements, rather than replaces, human interaction.
“The ability to predict and respond to customer preferences can dramatically improve experiences, from booking to the journey’s end, but one-size-fits-all models often fail to cater to specific client demographics. Effective AI solutions must be tailored to the unique needs of different customers.
“It’s vital that companies be demanding of their AI solutions. Adopting sophisticated and nuanced AI systems enables better customer experience and stronger human-AI partnerships. The call to action for the industry is clear for me. Embrace advanced AI capabilities to predict and meet customer needs, while ensuring personalised, efficient service.”
“Corporate travel will take on a whole new look in 2025, and that’s due to many factors: layover effects from 2024, transformative technology and AI, and shifts in personal travel preferences,” Flight Centre Corporate chief operating officer, Melissa Elf, said.
