CWT explores 'The Changing Face of Travel Management'
TMC outlines commitment to outstanding service and technology at global client conference
18 JUNE, 2014
Carlson Wagonlit Travel (CWT) today hosted customers at its Global Exchange event in Washington D.C. and outlined its vision to fuse the very best technology and service together to remain at the forefront of the industry in the eyes of its customers.
In his opening address president & CEO Doug Anderson outlined an initiative titled ‘The Changing Face of Travel Management’, in which CWT highlights the ways in which it offers a seamless balance between the latest technology and customer service, both now and in the future.
CWT receives 45 million calls and emails from clients and their travelers each year - approximately 124,000 communications every day - indicating that in today’s fast-paced, digital world, human interaction and customer service are still important to travelers, and CWT is committed to bringing the two together in harmony.
David Moran, CWT executive vice president, Global Marketing & Enterprise Strategy said, “CWT is working on a number of initiatives to seamlessly integrate the latest digital technology and outstanding customer service. Our aim is to bring the two together even more closely by continuing to listen to our customers.”
At the Washington event CWT showcased new products, as well as some ideas still in the testing phase in an interactive products and services lab, allowing customers to try out new products and prototypes.
Anderson concluded, “Service is at the core of everything we do at CWT – it’s in our DNA. While corporate travel is constantly evolving and we adapt to the needs of our clients, incorporating new technology and keeping our eye on the next big travel innovation, we also know our customer service is what sets us apart from the competition.”
Notes to editors
Background on The Changing Face of Travel Management
CWT brought together thirteen employees, from different areas of the business, working across a variety of roles, cultures and skill-sets, to discuss the future of travel management and the seamless balance between the latest digital technology and outstanding customer service.
Each participant in ‘The Changing Face of Travel Management’ was characterized by their job role at CWT; titles included ‘The Captain’, ‘The Innovator’, and ‘The Front Line’. In a series of videos, each discusses what their role at CWT involves, the skills someone looking to get into their role would need, and what they see in the future of corporate travel.
The participants, their job roles and personas in full are as follows (L-R):
Floyd Widener, senior vice president, CWT Meetings & Events,
Teemu Tuomarla, manager, CWT Solutions Group,
Julia Sasseron, client integration services senior manager,
The Front Line
Monisa Cline, senior vice president, CWT Energy, Resources & Marine,
Doug Anderson, president & CEO,
Tony Panter, facilities and environmental manager,
The Conscious Collaborator
Vincent Lebunetel, vice president, corporate innovation,
Christian Ryan, national account manager, The Driver
Samantha Simmons, operations manager, 24 Hour Service Center,
The Safe Pair of Hands
Grazyna Werwinska, multinational service center director,
The Front Line
Shantok Karavadra, corporate counsel, The Shepherd
Amy Sawyer, global product manager, mobile,
The Digital One
Lemna Parvini, director client service configuration and implementations,
CWT is a global leader specialized in managing business travel and meetings and events. CWT serves companies, government institutions and non-governmental organizations of all sizes in more than 150 countries and territories. By leveraging both the expertise of its people and leading-edge technology, CWT helps clients derive the greatest value from their travel program in terms of savings, service, security and sustainability. The company is also committed to providing best-in-class service and assistance to travelers. In 2013, sales volume for wholly owned operations and joint ventures totaled US$26.9 billion. As part of its commitment to responsible business, CWT is a signatory of the United Nations Global Compact Ten Principles. For more information about CWT, please visit our global website at www.carlsonwagonlit.com. Follow us on Twitter @CarlsonWagonlit.