Travel management companies like Carlson Wagonlit Travel are not immune from this trend. Historically defined as B2B organizations, in the past few years, TMCs have turned their attention towards travelers and their needs.

Business travelers are ultimately employees at work. TMCs are increasingly focused on helping them stay productive, going beyond the traditional “duty of care” approach to focus on effectiveness, well-being and personalized service.

It is not only finding the right balance between personal preference for hotel and airline versus company policy, but also about providing a smooth user experience, useful services and accurate information. The employee is free to focus on the primary reason for their trip: business.