Insights From the Innovation Hub 2026
The key talking points from an open discussion about the future of business travelWe recently held an Innovation Hub event, bringing together some of our clients for open conversations about the future of business travel.
We brought together a diverse range of clients from across the UK and Europe, representing a wide mix of industry sectors. The aim was simple: to listen and share insights. What do travel programmes need to deliver today, and where should we focus next?
Despite the variety in the room, the same themes came up again and again. In this article, we take a look at the key talking points and what we learned from them.
The priorities haven’t changed, but expectations have
Duty of care
Duty of Care came out as one of the most consistent priorities. Clients were keen to express that knowing where their travellers are at any given moment, regardless of where they were in the world, was of the utmost importance. It’s why our Always On approach forms the bedrock of our personal service offering. It gives travel bookers and travellers peace of mind, knowing there’s always someone on hand to help when things don’t quite go to plan.
Cost control
Controlling costs remains at the front of the mind. Clients have an insatiable appetite for reports that outline who is travelling, where, why, and how much each department is spending. There was a strong interest in the continued investments and capabilities of our YourData platform, powered by PowerBI, and how the travel data therein could be used to optimise their travel programme and negotiate better deals with airlines and hotels.
Sustainability
Sustainability was a topic that caught the attention of the room. Every client expressed the importance of accurate CO₂ reporting and meeting regulatory requirements, particularly in the midst of changing EU legislation. Interestingly, nobody present was yet using that data – also available to them through PowerBI – to actively influence traveller behaviour. Indeed, it’s an area in which we are always exploring new opportunities and initiatives.
User experience was heard loud and clear
If one theme could be said to have stood out above the rest, it was user experience.
Our clients are already using and enjoying our technology, with levels of adoption continuing to grow.
The numbers speak for themselves. We’ve seen a 10+% increase in the use of our tech year on year, equating to a76% adoption rate across the board. In fact, many clients are achieving a hugely impressive 95+% adoption rate.
User experience is one of our main areas of investment, with features such as predictive search and custom options opening the door for a faster (and smoother) booking experience.
The launch of our new PORTAL app is particularly exciting. Travellers and travel bookers will now be able to access our award-winning suite of travel tech more easily while on the move, whether via tablet or mobile devices.
AI is useful. But it’s not a replacement for people
The innovation hub also explored how organisations are already putting AI to work. Every organisation represented is using AI internally in some way, from tools such as Microsoft Copilot and Claude-style assistants to contract and legal review, spend analytics, CRM and ERP productivity, customer service, call handling and translation.
That made their views on travel even more interesting. Nobody wants an AI chatbot, and there was zero appetite for replacing travel agents with AI. The human relationship remains valued.
What clients do want is AI working behind the scenes to make travel programmes smarter, while recognising that personal, human-led service remains at the forefront of everything. It’s about bringing the best of both together. The efficiency of AI with the expertise and reassurance of our High Touch service. Uses of AI include:
At Gray Dawes, we’re constantly assessing the value of new technologies to identify how they may support our service-first approach to travel management. This includes equipping our global team of travel experts with the tools they need to respond more quickly to requests and build a deeper understanding of each client’s travel programme.
In Conclusion
This year’s Innovation Hub offered us invaluable insights into how the future of business travel might unfold, as realised by those who experience it first hand, each and every day.
From discussions about what travel bookers and travellers have come to expect to debate about the role of AI as an assistant to gather smarter travel insights rather than as a replacement for human service.
Client engagement is hugely valuable to us. Every opportunity to sit down with the people shaping the business travel landscape and hear what matters to them is an opportunity to learn and evolve. Put simply, these conversations directly shape our customer-led development strategy.
With this in mind, we would like to extend a huge thank you to all the clients who gave up their time and shared their views so openly.
If you’d like to take part in a future Innovation Hub, or want to know more about any of the topics above, get in touch with your Gray Dawes account team.