During a panel discussion on building a strong case for services for corporate travel management at the first ET MICE & Wedding Tourism Summit & Awards, industry experts deliberated on the relationship shared by travel service providers and corporate travel managers and how they take forward the business conversations forward.
The discussion was moderated by Dr Himanshu Talwar, Senior Conference Producer, ETTravelWorld with speakers including Varghese Chettupuzha, Market Category Portfolio Lead – Travel & Mobility, Accenture Solutions, Rajesh Chaprala, Head, Business Administration, Alkem Laboratories, Kavinder Besoya, Vice President, Miceverse, Ras Al Khaimah Tourism Development Authority and Indivir Rastogi, President & Group Head – Global Business Travel, Thomas Cook India.
Role of intermediaries important
Kavinder Besoya, Vice President, Miceverse, Ras Al Khaimah Tourism Development Authority, stated that the role of intermediaries is currently important and even in times to come, it will be crucial. “Even before we understand the role of intermediaries, it is important to understand the expectation of corporates. So, if the intermediaries’ solution saves the corporates money, it becomes the most important aspect.
He also informed that Ras Al Khaimah has taken a pledge to become the most sustainable destination by 2025. “As a destination, we are working hard to cater to the needs of the corporates,” he added.
Process, policy & people
Rajesh Chaprala, Head, Business Administration, Alkem Laboratories, shared that “process, policy, and people” are three important pillars of corporate travel services, which make decision-making and planning streamlined.
“The amount of impact new technology is having on travel solutions has changed a lot in recent times. It cannot replace human interference but can provide ease and access to all stakeholders,” he said.
He also mentioned that the shift in work culture to work from home and hybrid has changed the corporate travel culture. “The situation taught companies how activities can be organised remotely. The culture moved to the meetings and events industry.”
During the inaugural panel discussion of the first ET MICE & Wedding Tourism Summit & Awards, industry experts discussed the changing scenarios and trends in the MICE industry and how it is becoming more experiential while planning and executing trips from the buyer and supplier side. The speakers also spoke about their expectations from travel service providers.
Technology can’t replace creativity
Varghese Chettupuzha, Market Category Portfolio Lead – Travel & Mobility, Accenture Solutions, insisted that technology cannot replace human intervention.
“It will be there for assistance, but it won’t completely bypass the travel process. It all depends on the value created by the implementing agency Technology can’t replace creativity, but new remote working norms have forced companies to adapt and at the same time, a lot of investment and skilling is also going into this process.
He also shared his thoughts on the disruption caused by technology in the meetings and events industry. “During the pandemic, we saw that the industry collapsed big time. But then, that was when the industry took a step back to learn and see how they could evolve. The amount of technology that’s getting invested in the industry is massive. It is a need of time that we develop our skills,” he suggested.
More personalisation & assistance
Indivir Rastogi, President & Group Head – Global Business Travel, Thomas Cook India, explained that corporate travel needs and demands differ from other forms of travel. “They need more personalisation and dedicated support & assistance. NDC is the buzzword in the GDS industry today, but to be honest, it needs to move much further,” he commented.
He further spoke on the value added by travel agencies for corporates. “Post-COVID, customer demands and the need for dedicated and personalised travel services have only increased. As a travel management company, we aim to improvise the user experience and ensure we can make the travellers more comfortable and supply all the required information before travelling.”
“Travel Agency adds a lot of value in the middle for the corporate program to be compliant, and technology only makes it available. But a lot more activities are required to make the travel happen. Customers are now adopting technology, which is great, resulting in fewer queries on requirements. There is also a talent issue in the industry with lack of the right, skilled workforce. G20 is accelerating mobility in the country, and it’s a good time for everyone in the travel ecosystem,” he added.
Sharing their expert perspective on each of the element of MICE industry, veteran leaders – Roshan Abbas, Ricky Bindra and Sabbas Josesh shared an in-dept sectoral overview covering events, corporate travel, and wedding industry with their keynote address at the recently concluded ET MICE & Wedding Tourism Summit & Awards in New Delhi.
