The rise of chat and messaging in travel management operations is not only delivering convenient, new ways to serve the customer. It's challenging TMCs to rethink servicing configurations, training and service level agreements.

TMCs are taking different approaches as they experiment. It's all a work in progress.

Fundamental change for large call centers and veteran agents is challenging, so bigger TMCs are testing with small groups. BCD Travel and CWT, for example, are working with subsets of clients. American Express Global Business Travel started with its midmarket client base. 

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