The future of corporate travel and events is being shaped by technology, managing generational shifts and sustainable practices. These were the main conclusions drawn by leading industry figures at Reed & Mackay’s annual flagship conference, &Beyond Summit: Navigating tomorrow’s travel.
Nearly 100 Reed & Mackay clients and prospects from sectors including legal, financial and professional services attended the event at the Pan Pacific London. This was a 28% increase over last year’s event, making this the largest &Beyond Summit to date. Welcomed by Reed & Mackay Director of Global Client Experience Max Hensser, the event opened with reflections of how Reed & Mackay had supported more than 2,600 travellers during the recent Heathrow airport closure.
The following agenda was then packed with inspirational discussions and insights, exploring the industries’ latest trends and talking points. Read on for the key takeaways of the day.
Embracing change: technology and generational shifts
Kickstarting the day’s agenda was the keynote address, from one of the UK’s leading experts on generational change and the future of work, Dr Paul Redmond. He highlighted how the workplace is undergoing a radical transformation, driven by technological advancements and generational shifts and how these may apply to managing corporate travel and event programmes.
Millennials and Gen Z now make up a significant portion of the workforce and their comfort with technology – including AI and robotics – has shaped how they work, commute and collaborate. To succeed, Dr Redmond says, businesses must focus on three core areas: digital intelligence, emotional intelligence and skill development. Embracing technology is essential, while emotional intelligence is crucial for leaders managing diverse, multi-generational teams.
Furthermore, organisations must prioritise attitude alongside skills. Today, businesses recognise that hiring for attitude, rather than just skills, leads to success in a rapidly changing workplace. Success comes from balancing technology with human qualities, ensuring employees have the right tools while keeping the traits that make them valuable.
Navigating carbon budgeting and sustainable travel behaviour
As the pressure to reduce travel emissions grows, carbon budgeting has become a critical requirement for organisations. Leading this panel session, Reed & Mackay Global Director of Sustainability Chris Truss was joined by Beazley Head of UK and EMEA Facilities Simon Robinson and Clarasight Co-Founder Philip Charm – who recently announced a collaboration with Reed & Mackay – to discuss how organisations can navigate this complex challenge.
Organisations are increasingly adopting carbon budgets to manage their emissions, with some even prioritising them over financial budgets. However, achieving meaningful reductions requires more than just policies—it demands a cultural shift. Embedding sustainability into everyday decision-making is crucial to ensuring lasting change.
The panel discussed how shifting organisational culture is not without its challenges. One of the biggest hurdles lies in tracking travel-related emissions and influencing traveller behaviour, Robinson explained. While companies may set ambitious carbon targets, effectively monitoring and reducing emissions from business travel remains complex. Employees need both the tools and the motivation to make sustainable choices, alongside clear incentives and practical guidance to make progress more quickly.
To help overcome these challenges, Charm stressed the importance of shifting focus from ‘what’ to ‘why’, to help employees understand the broader impact of their choices for sustainable travel to become second nature. Economic incentives remain one of the most effective tools for encouraging behavioural change but buy-in from senior leadership is crucial.
The shift towards customer-centric business travel
Business travellers are increasingly seeking seamless and personalised experiences. With Gen Z now in the workforce, traveller expectations are evolving.
Reed & Mackay Senior Director, Airline Partnerships Richard Lindsay was joined on stage by a panel of air, rail and hotel providers to discuss how they’ll meet the evolving needs of the corporate customer.
United Airlines Director UK & Ireland Karolien De Hertogh shared that 90% of United Airlines travellers interact with the airline via digital channels, through digital boarding passes and keeping up to date with flight alterations. Yet despite this, 70% of travellers want to speak to a human when facing disruptions.
Trainline Head of Commercial Charlie Baikie also highlighted that business travellers are increasingly expecting the same kind of booking experiences as they have with their leisure bookings.
“Consolidating all travel data, such as transport options, pricing and carbon data, into a single platform would allow travellers to make conscious travel choices,” Baikie says. “However, integrating all this information into a single platform can be overwhelming. Travel management companies (TMCs) serve as key partners in streamlining this process, helping to centralise essential travel information.”
The role hotels play in corporate travel is also evolving. “Pre-pandemic, frictionless stays were the priority. Now, travellers seek accommodation that aligns with their values”, Pan Pacific London General Manager Anne Golden says. “Additionally, as travellers typically spend more time while travelling at their hotel than on any mode of transport, the importance of hotels within the travel experience cannot be overlooked.”
Encouragingly, TMCs are continuing to strengthen partnerships with hotels, trains and airlines to offer more personalised options.
Risk management and duty of care: the importance of personalised travel policies
Risk management and duty of care remain priorities for corporate travel and meetings and event buyers. Developing strong travel policies is essential. Partnering with a TMC with a 24/7/365 in-house incident response service ensures organisations can respond swiftly to any disruptions.
To create effective travel policies, understanding the unique risk profiles of travellers is crucial. Opening the session to address this, leading neuroscientist Dr Jack Lewis outlined how individuals perceive risk based on their personality. Given the diverse nature of these profiles, organisations are shifting towards offering personalised support, providing tailored levels of reassurance based on individual needs. This not only enhances safety but also fosters a culture of care.
Reed & Mackay Global Operational Director Tony Peckham was joined on stage to discuss the future of duty of care with QBE Europe Procurement Services and Operations Manager Kathryn Mawby. Geopolitical instability and extreme weather events, due to climate change, were highlighted as key risk factors that will have a future impact on corporate travel programmes. Yet Mawby also emphasised how daily travel notifications from Reed & Mackay, which provide critical updates on destination safety, help ensure the company’s business travellers are adequately covered.
If you would like to attend future Reed & Mackay events, contact hello@reedmackay.com or contact your Client Success Manager.
Thank you to our &Beyond Summit partners United Airlines, Pan Pacific London and Global Hotel Alliance.
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