Why omnichannel servicing is now a corporate travel essential

The next generation of business travelers wants fast, flexible, and consistent service, whether they’re booking a trip from their desk, managing changes mid-flight, or seeking post-trip support.

Omnichannel servicing, the ability to access support seamlessly between multiple platforms like mobile apps, online portals, chat, email, or phone, is a critical differentiator for modern travel programs.

In a business travel landscape where responsiveness, time, safety, and cost-efficiency matter than ever before, omnichannel servicing helps businesses meet the moment.

Corporate Travel Management’s (CTM’s) Global Chief Technology Officer, Joel Bailey, says: “Millennial and Gen Z travelers are our future business decision-makers, so they are not just influencing the future of business travel, they are defining it. Their clear preference for digital tools and confidence in the benefits of AI are shaping how we evolve our technology roadmap. We’re continuing to invest in proprietary AI to deliver faster, more personalized experiences and omni-channel service solutions that empower users to book and manage travel with the convenience of their chosen device, location and time.”

Read on to learn more about how omnichannel servicing works in corporate travel management.

The corporate traveler has changed

Today’s workforce is mobile, tech-savvy and operating across borders. They expect service when they need it, in the channel they prefer, whether that’s speaking to a travel consultant, using an AI-powered chatbot, or self-serving through a mobile app.

Omnichannel servicing empowers travelers to choose their preferred communication method without sacrificing consistency. If a flight is delayed, a traveler can be rebooked via a live chat or app alert just as easily as calling their dedicated travel team. This flexibility enhances the traveler experience and boosts adoption of approved booking tools and policies.

One policy, one experience – everywhere

For travel managers and HR leaders, policy compliance and duty of care will remain important. Fragmented servicing models often lead to mixed messages, inconsistent policy enforcement and incomplete data.

Omnichannel servicing ensures that no matter how or where a traveler interacts with the program, the experience is consistent and compliant. Whether a traveler is booking on a desktop, getting help over the phone, or using a messaging app, the same policy rules and preferences apply. This consistency leads to stronger policy adoption, fewer manual errors, and more reliable data for reporting and decision-making, key for finance and procurement teams managing spend and supplier agreements.

Better support for duty of care

In recent CTM market research, 59 per cent of Millennial and Gen Z global respondents indicated they book all their own travel, demonstrating that the demand for intuitive, self-service technology that enables anytime, anywhere access is accelerating. CTM’s proprietary virtual travel assistant, Scout, is meeting this need by allowing travelers to search, book and manage their travel within policy across devices, while supporting organizations’ duty of care and program objectives.

As travelers increasingly take the reins of their own bookings, ensuring their safety remains a non-negotiable priority. Ultimately, safety and risk management are central to any corporate travel strategy. In a disruption or crisis, businesses must communicate quickly and clearly with their travelers, wherever they are. Omnichannel servicing strengthens the duty of care by ensuring travelers receive real-time alerts and assistance via the platform that suits them best. A missed connection or sudden travel restriction can be handled quickly through live chat, push notifications, or direct travel consultant support, helping companies fulfil their duty of care obligations with greater speed and accuracy.

Driving cost efficiency through smarter servicing

Omnichannel doesn’t mean more cost; it means smarter service delivery.

By combining live support with automation and AI, businesses can route queries more efficiently. Routine requests like itinerary changes, hotel add-ons, or expense queries can be handled via app or chat, reducing the workload on travel consultants and improving response times. This hybrid approach not only improves the experience for travelers but delivers measurable cost savings with fewer errors, reduced reliance on after-hours support, and more scalable service models for growing companies.

Scaling globally and servicing locally

For global organizations, one of the biggest challenges is delivering consistent service across regions while respecting local preferences.

An omnichannel approach supports scalability by enabling centralized oversight with local relevance. Travelers in APAC, the Americas or EMEA can access the same tools and support, all while adhering to a single, unified travel program. That means less complexity for travel teams and greater cohesion across the business.

A strategy, not just a channel choice

Omnichannel servicing isn’t just about convenience, it’s a strategic move. As businesses look to optimize spend, streamline processes, and support traveler wellbeing, the way we deliver service matters.

Organizations that embrace omnichannel strategies position themselves to offer better experiences, gather stronger data, and respond more effectively to challenges. It’s not just the future of travel management, it’s what smart travel programs are doing now.