Customer Story: Travel Counsellors
Trading circa £1bn in revenue, serving 6 x countries, and carrying over 1 millions customers per year is no easy task, and with a recent acquisition of Canadian travel firm The Travel Agent Next Door, the Travel Counsellors continue to grow at pace. Travel Counsellors pride themselves on delivering a high touch and high tech service in order to continue their fast trajectory of growth and maintain outstanding customer satisfaction levels. In a nutshell, this means a personalised experience for customers within corporate and leisure travel.
Jon Bauer, CTO for Travel Counsellors had this to say about working with Clekt:
“Having a partner can take your vision, move it on two or three spaces and then deliver and execute at pace with precision with quality, is a rare thing and Clekt have been able to help support us on that journey.”
Project Highlights:
- With the help of Clekt, Travel Counsellors have retained circa £7-8m of annual revenue at risk of churn by enriching the customer experience.
- Clekt enabled the integration of Travel Counsellors Travelogix and MyTC platform supporting over 250 x corporate travel advisors which contributes to an overall annual revenue stream of circa £250m growing by 15% year-on-year.
- Through a long-term data strategy, Travel Counsellors are building a platform enabling the capture, harvest, mine, extraction, and then unleashing of pent-up value held in data. The primary outcome is to deliver highly enriched personal corporate or leisure travel experiences.
“Travel and hospitality organisations that invest in a robust data strategy not only accelerate efficiency and revenue gains, but also enhance the customer experience with personalised, timely messaging that drives loyalty and long-term value.”
2025 Trends for the Travel & Hospitality Industry
Customer expectations are changing. No matter the size of your organisation, customers are expecting an omnichannel experience and on-demand communication with their travel and hospitality provider from the moment of booking and beyond.
The utilisation of large language models (LLMs) to deliver personalised offers, travel status updates, optimise operations and more is set to become increasingly important in 2025.
Read Snowflake’s latest report looking at how travel and hospitality are adapting their data strategies to embrace AI.
