Empowering people in the digital revolution

THE digital revolution is upon us, and while we need to embrace these inevitable changes within our industry, we need to remember that at the core of every technological development and corporate service offering are the people that sit behind it.

In the TMC context, the travel consultants on the front line are the key to determining the success or failure of the clients’ experience, which is always essential to the ongoing corporate strategy in a highly competitive industry.

We need to ensure we build our business from the foundation up, not the other way around.

So how do we ensure that we maximise and capitalise on one of our greatest assets, our people?

Firstly, leadership should look closely at each of their consultants and recognise their key strengths and abilities that need to be nurtured.

Secondly, empower these consultants within a strong open learning work culture and in turn they will be inspired to continuously develop their own capabilities. If encouraged to work autonomously, these consultants will naturally equip themselves with the know-how to service their clients and create the point-of-difference in the corporate market space!

We see this time and time again with the most committed of consultants out there.

From a client perspective, it is all about “matchmaking”.

They need to be fitted with the right consultant that meets their requirements even if it takes a few tries to achieve.

Once the fit is right, you are most definitely guaranteed a high level of client satisfaction and retention.

So even in our digital age, we must keep our focus on our people and tailor the technology platforms around them - technology is here to enhance our human interaction not replace it!

Even in our digital age, we must keep our focus on our people and tailor the technology platforms around them...’