| | May 20158CIOReviewopinionin myTechnology is constantly changing our environment and evolving consumer expectations, raising the demand for personalized offers that ultimately make life easier. This rapidly evolving environment challenges companies to stay relevant, particularly in terms of service delivery to customers which is now enabled not just in person, via the phone and online but also via mobile apps. Those companies that deeply understand the needs of wants of their customers who are quick to market will continue to win in today's tech savvy consumer environment. Like many service-based companies, Carlson Wagonlit Travel (CWT)­a leader specialized in managing business travel and meetings and events­ is trying to figure out how to develop the best and most advanced technology to put in the hands of the traveler, who now expect access to information at their fingertips.According to a 2014 study by CWT's Travel Management Institute, more than 60 percent of business travelers carry smartphones so it's no surprise that travelers have turned to their mobile devices and social media to research and book their travel­from flights to hotel rooms. And, just like most leisure travelers, business travelers expect to be constantly connected to personalized data and information that will simplify life on the road.These trends have quickly evolved traveler expectations and are of particular interest to CWT and the travel industry as a whole. As a frequent business traveler myself, and as developer of our digital and mobile technologies, the intersection of service and technology is of particular focus. Mobile technology enables service-based companies to deploy assistance through multiple channels­in person, via phone, internet, and mobile­which is of the utmost relevance to travelers who live in a world where having information at their fingertips is imperative.Business travelers rely on hotel ratings and reviews Business travelers are savvy and they want to know that their essential needs will be taken care of while they are on the road, which is why they are invested in understanding what options hotels have to offer prior to completing a booking. There are many popular social media platforms and customer reviews sites that allow travelers to rate their hotel experiences, which allow travelers to select the most appropriate hotel for their trip.By John Pelant, VP- IT, CWT AmericasJohn PelantAdapting to consumer demands: The hotel booking perspective
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