For decades, the goal of TMCs has been to maintain GDS productivity, he said, “and the person with the best GDS skills was usually the best agent.” That will change, according to Norm Rose, president of Travel Tech Consulting. “We’re going to see Nordstrom agents,” Rose said, referring to the department store that is famed for personalized service. “What’s more personalized than offering ancillary services that meet my needs?” Get the full story at Travel Market Report