CWT于2016年底发布了全新CWT 3.0战略，力求更加贴近客户需求，提升客户体验，从而提高收益，这就要求技术与服务两者的相互促进与相互结合。
在商务旅行管理领域，技术与服务的结合已然成为行业大趋势。当我们习惯只携带手机去支付超市商品的时候，我们的商旅客人，也早已习惯利用身边的网络与设备去搜索机票、酒店、租车等等。通过现代科技，客人只需要在一杯咖啡的时间里就可以轻松搞定以往通过电话或邮件形式忙碌几个小时的事情。这，就是科技带来的消费习惯的改变。
当然，任何一个行业的变革都是由人类需求的升级来推动的。如何满足客户在商旅管理行为上精神层面的需求更是一个全新的领域。
伴随移动互联网与社交媒体的发展，现在的客户需求从之前被告知，转向了需要主动获取。客户需要实时了解航班价格、座位信息、不同酒店的位置、 交通信息等等，进行比较、筛选、选择、决定。这就需要技术与服务默契的配合在一起了。他们更像 一对恋人，技术扮演了更加男性化的角色，力求简单、直接、单刀直入快速的将信息引入、传递；而服务更像是一个柔美的女子，水一样的沁入商务旅行各个层面，用温润和专业的呵护，保障客户旅行的顺利、贴心，以至于细致入微到界面的美观和功能的舒适度。所以，二者缺一不可。技术与服务，他们相互支撑、相互合作。不是简单的完美型技术就能达到人与人之间交流的理想状态，也不是随便给呼叫中心打个电话就能满足客户对了解失误进展的迫切渴望。
如一位商旅客人需紧急出差到某地，从被告知到奔赴机场，他只有3个小时准备。他需要做什么呢？是不是会立即掏出手机，在App上查询预订？此时App系统是否支持显示3个小时内即将起飞的航班信息？如果系统显示没有可预订机位，此时客人是不是希望寻求呼叫中心的帮助？也许我们的业务员可以在系统里为他 “抢” 到一张宝贵的机票。在预订酒店的时候，客人是不是希望以最为快捷的途径准确地获取酒店的价格、房态、位置、 前往其办公室是否便捷等信息？而这种信息的获取如果是在一次电话沟通中最快也需要2 - 3分钟，这个时间也仅足够为一位旅客提供了服务；而通过App系统却只需要几秒钟就可以看到结果，允许同时在线查询的旅客人数就不言而喻了。这个效率是呈几何数字叠加的。
CWT作为商务旅行管理行业的领军企业，我们一直专注于为客户提供专业、周到的商旅管理服务，而现代科技正在帮助我们将这种服务理念发挥到极致。
没有服务意识的技术拓展，在商务旅行管理行业只是形单影只的框架；而没有技术支撑的商旅服务，也会被这信息化社会所淘汰。所以一切技术的革新均要从客户实际需求出发，这种产品才会最终被客户接纳并受益；与此同时，只有技术与服务达到完美平衡，才会推动商务旅行管理行业的不断向前发展。
点击【阅读原文】浏览完整在线刊物。
下期刊物连载：“中航嘉信商旅视点 ” 第七期 — 吸引与发展数字化人才 中航嘉信人才战略助力CWT 3.0，敬请期待！
Carlson Wagonlit Travel (CWT) announced a brand new strategy at the end of 2016 - CWT 3.0. This strategy is built to meet the evolving needs of the organization's customers and to improve their travel experience. The success of this relies on people and technology working hand-in-hand to deliver the best to customers and their travelers.
The biggest trend for most companies today (TMCs alike) is to fuse technology and service together. For example, while Starbucks has made a name for itself with customer service across the various cities it operates in, it has also invested in technology. In China, it further strengthens its brand presence and user experience through an app, allowing users to manage their loyalty program, find the nearest store closest to them and get access to the latest deals.
Shifts within an industry are often brought about by the transformation of human needs. Now, TMCs are adapting to better suit the changing needs of the business traveler. With the rapid development of the mobile network and the growth in popularity of social media platforms, the expectations of today's travelers have evolved. They actively seek information, and want the latest updates on price, flights seating, hotel location, and transportation. Armed with this information they can make careful comparisons before making a decision.
However, while technology is gaining popularity and importance, it is also important not to forget about service and the value it brings to the table.
Take this typical scenario. A business traveler needs to book an urgent trip somewhere. He has only three hours to make his travel arrangements. What is he going to do? Will he book his air ticket through a mobile app? If he does, does the app display all the flights that will depart in the next three hours? If the app displays no availability of seats, will this traveler be able to seek help from a call center to organize this trip? Maybe, our travel counselors will be able to secure him a ticket from the system. But when it comes to booking a hotel, where does the traveler expect to get detailed and accurate information like hotel room rates, availability, and access in the quickest time possible? He might be able to get this information in seconds through the app and in two to three minutes through a phone call. Digital advancements have multiplied the efficiency of retrieving information / knowledge as compared to what could traditionally have been offered through a phone service.
To bring the best experience to the traveler, aside from fully understanding the evolving needs of the traveler, TMCs will need to harness the best of technology and customer service. Both of these need to work hand-in-hand, either of them should not be operating in silos. Without the expertise and personal touch of a travel counselor, the TMC trade is just an empty shell; yet without the latest advancements in technology, the business travel industry will not be able to keep up with the demands of the modern day consumer.
Click【Read More】to read the full online magazine.
关注中航嘉信微信公众平台，
完美旅程由此开始！
