We acknowledge that it has been a difficult 12 months for a few of our clients and their travellers; a lot of who’ve skilled prolonged service response occasions and the uncertainty of journey disruptions. Your endurance, understanding and ongoing help are immensely appreciated throughout our enterprise and the broader journey business.
This 12 months, we have now been excited to ‘welcome house’ a lot of our alumni again to the CTM household as we rebuild our groups according to growing journey exercise. We now have welcomed our groups again to our workplace areas to reconnect with friends whereas persevering with to help a mix of in-office, work-from-home and distant employment choices to help the expectations and desires of our workers and clients, making certain a robust and versatile workforce each operationally and culturally. We’re pleased with the intensive collaboration established between our regional and departmental groups, in designing and implementing efficient servicing options in a extremely dynamic journey surroundings, similar to follow-the-sun servicing for international shoppers, offering overflow servicing to fulfill regional fluctuations in demand, and supporting particular tasks. And we’re extraordinarily proud to have applied new initiatives, such because the CTM Academy, to draw a brand new era of expertise into the journey business, leveraging {our relationships} within the training sector to draw, practice and onboard new journey advisors at most velocity to ship tangible advantages to our clients. On the time of penning this word, CTM’s complete employees numbers are again to over 3,000, just like our pre-COVID workforce.
We now have continued to develop and deploy improvements throughout each space of our enterprise, leveraging huge information, automation and synthetic intelligence to both get rid of or automate processes and create capability for extra advanced servicing and help. This funding in innovation continues to drive each inside and customer-facing advantages by efficiencies, empowerment, and more practical decision-making, making CTM’s providers extra impactful and related than ever earlier than.
The outcomes of those initiatives are mirrored within the optimistic buyer engagement we proceed to expertise. In our 2022 CTM World Buyer Survey, performed in June 2022, we discovered :
- the prime precedence for our clients’ journey applications was ‘journey experience and customer support’, and
- over 90% of our survey respondents rated their CTM journey advisor’s service as good – glorious.
We’re extraordinarily proud to have retained 97% of our clients globally all through FY22, in addition to securing file new buyer accounts in CY22. These outcomes reveal the boldness our clients have in CTM’s capacity to outperform in customer support, know-how and return on funding, in addition to our capacity to ship robust monetary efficiency and ongoing monetary safety in probably the most difficult of environments.
These achievements have additionally been acknowledged throughout the journey business throughout 2022, with CTM being award ‘Most Excellent Journey Administration Firm’ on the Australian Federation of Journey Brokers (AFTA) awards, ‘Finest Company Journey Company’ on the TTG Journey Awards (Asia), and the ‘United States Main Journey Administration Firm’ within the World Journey Awards. Each member of our staff ought to be immensely pleased with these achievements.
