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The Human Factor in Executive Travel Management - Blog Series #2

Whilst the rise of robotics and artificial intelligence (AI) increasingly influences various industries, a counter-movement is gaining traction: the Empathy Economy. This burgeoning sector highlights the irreplaceable value of human skills—namely: empathy, creativity, and community—in a world that risks becoming dominated by machines.

Robot and Human collaborating in customer service
Humans bring a unique skill that machines cannot. Quickly responding and adapting to change is part of our human nature.

Empathy as a Purchase Driver: 73% of customers now consider customer experience, including empathetic service, the most important factor when deciding whether to purchase from a company (PwC, 2023)​​.

Stage 1: Integration of Automation

In the first stage, automation is introduced to handle routine and repetitive tasks, allowing humans to focus on more complex and emotionally nuanced aspects of their work. This stage involves the integration of robots and AI systems into existing workflows, taking over functions such as data entry, scheduling, and basic customer enquiries. By offloading these tasks to machines, human workers can concentrate on areas where they excel: building relationships, understanding customer needs, and solving intricate problems.

This is where the Empathy Economy steps in, emphasising the necessity of human touch in customer interactions. This stage sets the foundation for a collaborative environment where humans and robots complement each other's strengths.

Productivity: Employees in companies with high empathy scores are 67% more likely to be engaged and productive at work (Businessolver's State of Workplace Empathy, 2020).

person using a chatbot for customer service issue

Stage 2: Enhanced Human-Robot Collaboration

The second stage sees a deeper collaboration between humans and robots, where automation tools not only handle tasks but also provide insights and support that enhance human decision-making. In this phase, AI systems analyse large datasets, identify patterns, and offer recommendations, enabling humans to make more informed and empathetic choices.

In the business travel sector, automated systems can analyse traveller preferences, historical data, and current trends to suggest personalised travel options. Meanwhile, human consultants use these insights to tailor business travel trips that meet the specific needs and preferences of their clients. This collaboration enhances productivity and ensures that each interaction is more meaningful and impactful.

Stage 3: Symbiotic Empathy

The final stage sees the combination of automation and human touch creating a seamless and deeply empathetic service experience. At this stage, robots and AI systems are advanced enough to understand and anticipate human emotions, providing support that feels natural and intuitive.

humans and robots complementing each other

In this mature Empathy Economy, robots assist humans in delivering high-touch services that are both efficient and emotionally impactful. For instance, in business travel, AI can proactively adjust travel plans based on real-time changes and traveller preferences. Meanwhile human consultants provide personalised support and address any emotional or situational nuances that arise during the trip.

This stage ensures that technology enhances the human experience rather than detracting from it. Empathy, creativity, and community are not only preserved but also amplified, as robots handle logistical details and data analysis, freeing humans to engage in richer, more empathetic interactions.

High-Touch Service in Business Travel

The business travel sector, particularly executive travel management, exemplifies the need for high-touch services. Travel consultants possess an in-depth understanding of their clients' preferences, travel histories, and potential needs. They can anticipate issues, provide personalised recommendations, and offer a level of customisation that far exceeds the capabilities of automated systems. Furthermore, their ability to empathise with travellers—understanding the stress of back-to-back meetings, the importance of a quiet hotel room, or the need for last-minute changes—ensures a smoother and more productive travel experience.


In conclusion, the Empathy Economy enhances the quality of human interaction and leverages technology to streamline routine tasks. In the business travel sector this requires roles that focus on emotional intelligence, personalised service, and the development and maintenance of advanced robotic systems. This shift allows business travel professionals to engage in higher-value activities that improve customer experiences and foster stronger client relationships, ultimately leading to job growth and sustainability in the sector.

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