  


policy is a proven and simple way to en- courage compliance. This can be as simple as making it easier to add on a personal holiday to a business trip.”





Egencia and its parent company, Expedia, are using eye tracking and electromyogra- phy, which monitor the subtle movement of facial muscles, to discover whether a user is having a positive or negative experience. “If you observe people with their eyes all over the screen then that probably


means that your interface is confusing. With electromyography, we put sensors on your face, eyebrows and skin to see how you react to things and it helps us decide what works better. If we display a hotel with a picture of a hotel bed and it gets a better positive reaction, then we can immediately calibrate the interface to trigger a state of joy,” says Lau Keng Lun. With nudge theory, we may achieve the goal of bringing joy to both travellers and travel managers.


as we look to deliver both quantitative savings and brand value, such as user experience.”


Some parts of the travel


process proved more suitable for automation than others. “We recognised that many of the processes and procedures we follow include repetitive tasks that offer automation opportunities,” says Caddie. “However, in order to identify those tasks where automation makes the most sense, we first asked


 


ourselves why we are even doing a task. If we determined that the task was essential, then we looked at how we can complete it in the most effective way. If the task is essential, repetitive and has a clearly defined work process – including data reference points from TMC, International SOS and internal reports, as well as decision-making flows – then the task is deemed suitable for the use of robots.” These ‘bots’ are not


metallic humanoids but rather


automated processes and workflows, some built using Excel macros. A bot may be used to encourage employees to book earlier and use the appropriate TMC. It sends automated, regular reminders that are increasingly stern until the traveller complies. “These types of bots have a positive effect on travel booking behaviour, which in turn has improved our duty-of- care in knowing and tracking where our travellers are,” explains Caddie.


“We are working across all


areas of procurement, travel, meetings and events, real estate, technology and other products and services, to generate ideas for innovation,” he says. “We look at it as being a new way of working and that starts by automating the repetitive work we do to free up time to do more meaningful work. We have a number of other processes in the final stages of delivery. I’m encouraged by the continuous flow of new innovative ideas.”





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