PRESS RELEASE
Global-Human-led AI and hyper-personalisation essential for the future of travel management: Dr. Poppy Crum
18 February 2025 – Dr. Poppy Crum, Adjunct Professor at Stanford University, Managing Director of Giant Step Capital, President Goby Technologies, and Former CTO Trimble, Inc, and Chief Scientist of Dolby Laboratories, will highlight the transformative potential of AI in managed travel while headlining a global webinar for one of the world’s biggest travel management companies.
Dr. Crum is a visionary futurist, neuroscientist, and technologist who is at the cutting-edge of developing empathetic technologies that are changing the world and the way we do business will be a special guest panellist at FCM Travel’s online event on Thursday 20 February.
She will join Flight Centre Corporate Chief Operating Officer Melissa Elf and Global Chief Marketing Officer Scott Alboni, with the webinar diving into AI, budgets and individualism in business travel.
As the travel industry grapples with the balance between cutting-edge technology and maintaining a human touch, Dr. Crum will shed light on how hyper-personalisation and digital twins can create more meaningful and efficient customer interactions.
“Think of it as a hyper-personalisation of digital insights – understanding customer preferences and reactions in unprecedented detail that AI enables us to tailor experiences dynamically, adjusting to customer needs and states in real-time,” she said.
“The integration of AI into travel management services aims to optimise operational efficiency while enhancing the overall customer journey. While AI can streamline processes and predict customer needs using data-driven insights, it’s crucial to ensure that technology supplements, rather than replaces, human interaction.
“The ability to predict and respond to customer preferences can dramatically improve experiences, from booking to the journey's end, but one-size-fits-all models often fail to cater to specific client demographics. Effective AI solutions must be tailored to the unique needs of different customers.
“It’s vital that companies be demanding of their AI solutions. Adopting sophisticated and nuanced AI systems enables better customer experience and stronger human-AI partnerships. The call to action for the industry is clear for me. Embrace advanced AI capabilities to predict and meet customer needs, while ensuring personalised, efficient service.”
Flight Centre Corporate Chief Operating Officer Melissa Elf said the webinar would give the insights required to rewrite the rules of business travel in 2025.
“Corporate travel will take on a whole new look in 2025, and that’s due to many factors: layover effects from 2024, transformative technology and AI, and shifts in personal travel preferences,” Ms Elf said.
“Corporate travel professionals will embrace these changes instead of bracing for impact and, in the process, rewrite the rules of what’s possible within their travel programs.”