What the experts also hadn't taken into account was that OTAs lacked the human touch, which in a digital age, customers are now craving more than ever before. Successful travel agents have therefore focused their efforts on the customer experience and building long-term relationships with their clients - and they have used technology to make this happen. The 21st Century travel agent is - and will continue to be - a concierge, advisor and confidante, using a variety of tools, from social media to online messaging services, to communicate with their clients. Get the full story at Travelmole