Insights

Business Orchestration for TMCs – connecting AI, GDSs, traveller profiles, communications, data and operational systems.

Business Orchestration for TMCs: Make Your Technology Work Together

David Seed
2026-09-11

You’ve invested in the technology. Now make it work together. TMCs now operate across an increasingly sophisticated technology landscape, spanning AI, automation, GDSs, traveller profiling, mid and back-office platforms, customer communications, data and reporting. The challenge is no longer hav...

The Debit Memo Problem, a joint Executive Insight from Lokulus CEO Alister Harris and Agentivity CEO Riaan van Schoor on reducing avoidable Agency Debit Memos in TMC operations

Agency Debit Memos: The Hidden Cost to TMC Margins

The Debit Memo Problem: Where Travel Management Companies Lose Their Margin Agency Debit Memos are a familiar frustration for Travel Management Companies. But viewed as an operational and margin prob...

Ask The Expert: 'True' Personalisation

True Personalisation in Business Travel: How AI and Orchestration Can Help TMCs What does true personalisation really look like in business travel — and what role should AI play in delivering it? In...

Lokulus Joins the Claude Partner Network | Anthropic AI Partnership

The Next Chapter of Digital Orchestration: Lokulus Joins the Claude Partner Network

Lokulus Joins the Claude Partner Network We are thrilled and incredibly proud to announce that Lokulus has officially joined the Claude Partner Network. As a dedicated business operations and orches...

Digital Operations Layer: The Future of Business Orchestration

The Rise of the Digital Operations Layer

Most businesses don't have a technology problem. They have a coordination problem. Over the last decade, organisations have invested heavily in digital transformation. They have implemented CRMs, ser...

Business orchestration connecting fragmented customer operations across multiple business systems and teams

The Hidden Cost of Fragmented Customer Operations

Fragmented operations never send you an invoice, so most organisations treat them as free. They're not. The cost of disconnected systems, manual handoffs and siloed teams is often one of the largest h...

Why Corporate Travel Buyers Are Changing How They Evaluate TMCs (And Why That's Good For The Industry)

The latest feature from The Business Travel Magazine highlights something we've been watching develop for some time. Corporate travel buyers are changing the questions they're asking. Rather than co...

Business orchestration connecting fragmented workflows, systems, teams and AI across the customer journey

Business Orchestration vs Workflow Automation: What’s Changing?

Download the complete Executive Insight for Alister Harris’ in-depth take on why business orchestration is replacing workflow automation - or keep reading for the key arguments and takeaways. For t...

Travel Tech Show 2026: Why More Technology Isn't Always the Answer | Lokulus

Another Platform. Another Channel. Another Dashboard. Sound Familiar?

As Travel Tech Show approaches, one thing is becoming increasingly clear: traveller expectations are continuing to rise. Customers expect faster, more personalised responses, and on their preferred ch...

Lokulus Named in Grant Thornton's Travel Tech Ones to Watch 2026

Lokulus named in Grant Thornton's Hospitality, Retail & Travel Tech: Ones to Watch 2026

We're delighted to share that Lokulus has been included in Grant Thornton UK's inaugural Hospitality, Retail & Travel Tech: Ones to Watch 2026 report, recognising 100 of the most exciting technology b...

WhatsApp in Managed Travel: Your Questions Answered

WhatsApp for TMCs: Why Now?

With more than 3 billion global users and millions of customer service conversations happening on WhatsApp every day, traveller expectations around communication are changing fast. But for many TMCs,...

WhatsApp: From Messaging Channel to Prioritised Action

Did you know? Did you know WhatsApp now has over 3 billion users globally, making it the world’s most-used messaging platform? More than 200 million businesses use WhatsApp to connect with customers,...

Meon Travel Selects Lokulus to Enhance Customer Service

Meon Travel selects Lokulus to transform customer service operations

Corporate travel management company Meon Travel has appointed Lokulus, the AI-powered workflow automation platform, to enhance its customer service operations and support continued business growth. B...

Proactive AI QA for Customer Service Teams | Lokulus

Raise the standard of every customer interaction

With LokulusAI QA, every outbound response is reviewed before it ever reaches your customer — ensuring quality, consistency, and confidence at scale. In fast-moving service environments, the differen...

Protecting Customer Experience in Times of Travel Disruption

Customer service excellence matters most when disruption hits | Part 2

Handling volume is critical. But in disruption, customer service excellence is defined by something else: the ability to maintain consistency, accuracy and personalisation as work moves across the ope...

Customer service excellence matters most when disruption hits | Part 1

In business travel, disruption is inevitable. The real test is how well organisations respond when it happens. Events in the Middle East are a clear reminder that during periods of geopolitical insta...

Introducing the Lokulus Product Portal

Every organisation running a high-volume service operation faces the same pressures. Rising expectations from customers, increasing complexity in how work arrives and needs to be handled, and growing...

Turning Operational Data into Real-Time Intelligence

Every organisation generates vast amounts of operational data every day. From customer enquiries and agent responses, to service levels, resolution times and workloads moving across teams. Yet for ma...

How TMCs Can Reduce Travel Disruption Impact | Lokulus

The Hidden Cost of Uncertainty in Business Travel

A recent piece in The Business Travel Magazine highlighted a striking insight from the Global Rescue Winter 2026 Traveller Sentiment and Safety Survey: Travellers can tolerate inconvenience. What the...

Smarter Workflow & Task Distribution for Modern TMCs

Beyond the Inbox: Intelligent Work Prioritisation for Modern TMCs

In a busy TMC environment, the day rarely starts with a clear queue. Amendments, cancellations, urgent flight changes, finance queries, VIP traveller requests — all landing at once, often in shared in...

The Next Chapter of LokulusAI: Available Now

AI in travel shouldn’t be static. It should evolve with the realities of service delivery, the pressure on SLAs, and the operational complexity that modern TMCs manage every day. With LokulusAI, eve...

You Asked. We Answered. What the Umbrella Partnership Means for TMCs

Shared inboxes weren’t designed for today’s traveller expectations. Spreadsheets don’t scale across channels. Disconnected systems force consultants to rely on memory instead of intelligence. And per...

Lokulus & Umbrella Partner to Deliver Complete Traveller Insight for TMCs

Lokulus and Umbrella Partner to Bring Complete Traveller Insight into the Heart of TMC Operations

This new integration combines AI-powered workflow automation with live traveller intelligence to enable real-time personalisation at scale for Travel Management Companies. As corporate travel becom...

2025: The Year Customer Expectations Transformed

And What It Means for Service, Personalisation and Travel Operations. As we close out 2025, one thing is clear: this year wasn’t about isolated breakthroughs or shiny new tools. It was about foundati...

Ease of Implementation: Fast, Low-Risk Tech for TMCs

Ease of Implementation: Why New Tech Doesn’t Have to Mean Disruption

We often hear: “This sounds great, but we’re too busy to implement anything new.” It’s a common fear in the travel sector, where IT teams are stretched and operations can’t afford downtime. But adopti...

The Future of TMC Analytics: From Reporting to Predictive Decision-Making

The travel industry is built on movement, but for many TMCs, reporting remains stuck in the past. Monthly dashboards, static SLA reports, and fragmented data sets mean managers are still looking in th...

Rebuilding Momentum: What the Latest GBTA Research Reveals About the Future of Business Travel

After years of uncertainty and adaptation, the business travel industry is regaining confidence — and transforming fast. The latest GBTA Business Travel Outlook Poll reveals an optimistic, forward-lo...

Why Real-Time Insight with Lokulus Goes Beyond Reporting

Most reporting tools can tell you what’s already happened. They generate charts, tables, and static dashboards that explain why yesterday’s SLAs were missed or which enquiries built up last week. Usef...

How Real-Time Analytics Transforms TMC Performance

In travel management, speed and visibility are everything. A delayed response to a stranded traveller, a missed SLA, or an unreported backlog can have outsized consequences for client satisfaction and...

Connecting, Collaborating and Driving Change: The Importance of Industry Events

From London to Munich, and conference halls to dinner tables, 2025 has been a year of connection, conversation and collaboration across the business travel industry. At Lokulus, we believe that techn...

The Future of Customer Engagement: From Reactive to Predictive Service

For years, enquiry management has been reactive: a traveller reaches out, you respond. But in the travel industry, where disruption is inevitable and traveller expectations are soaring, that model is ...

Rethinking Business Travel: Reflections from the BTA Autumn Conference

When you picture “travelling for work,” it’s easy to default to the stereotype: men in suits flying to important meetings overseas. But the reality is very different. In the UK, the majority of busine...

Beyond the Inbox: Why Lokulus is the Smarter Choice for Customer Engagement

On the surface, shared inbox tools may look similar: they centralise communications, allow multiple users to reply, and track messages. But for travel management companies (TMCs), “good enough” isn’t ...

From Overwhelming to Order: How Intelligent Task Management Supercharges Performance

In today’s always-on digital landscape, speed and clarity are everything. Customers want answers in minutes, not hours — and stretched teams must deliver under pressure, across multiple channels, with...

Lokulus named in The Business Travel Magazine’s 2025 Tech Hotlist

We’re proud to be recognised once again in The Business Travel Magazine’s annual Tech Hotlist — celebrating the platforms and innovations transforming the business travel industry. At Lokulus, our mi...

Ask David: From Shared Inboxes to Multi-Channel Mastery

David Seed, Head of Product at Lokulus, shares how TMCs can meet the rising expectations of today’s travellers — and why AI customer service platforms such as Lokulus are key to delivering speed, pers...

Driving Smarter Enquiry Management for TMCs

In today’s business travel landscape, minutes can make the difference between delighting a client and losing one. Travellers expect quick, clear answers across email, WhatsApp, chat, and phone — yet t...

Munckhof Partners with Lokulus to Revolutionise Business Travel with AI-Driven Service

As the business travel sector accelerates its recovery with possible staffing pressures and rising expectations for speed and personalisation, Munckhof — one of the Netherlands’ leading TMCs, has part...

Ask Alister: Getting Started with AI – No Jargon, Just Answers

Q. Everyone is talking about AI, and I know it is going to impact my business and need to get on board, but I don’t know where to start? A. AI might sound like something from a sci-fi film, but as we...

Customer-Centric Excellence: How Outstanding Service Drives Success

At Lokulus, delivering exceptional customer service isn’t just a goal — it’s at the heart of everything we do. The results of our latest customer survey reinforce this commitment, with an impressive a...

Innovation as a Differentiator: Strengthening Your TMC’s Competitive Position

In today’s competitive corporate travel landscape, integrating advanced technology into service offerings is no longer optional — it's imperative. Travel Management Companies (TMCs) are expected to no...

When Chaos Strikes: How TMCs Navigated the Heathrow Power Outage & How Technology Can Help

A major power outage at Heathrow Airport last week led to travel chaos, with thousands of cancelled flights, stranded passengers, and disrupted itineraries. For Travel Management Companies (TMCs), thi...

Voice communication and AI-powered call handling

No time to wait: Unify your customer connection

Today’s customers don’t have time for long hold times. Time is a precious commodity and they want to deal with businesses that can deliver efficient, effortless customer service – whatever the platfor...

XL Travel transform ticketing and SLA management with Lokulus’ AI-powered automation

Beyond the Inbox: How XL Travel Transformed Ticketing with AI Automation

TMCs are no strangers to operational challenges — managing high volumes of customer interactions across shared mailboxes and fragmented systems can slow teams down and impact service quality. Like man...

2025: 5 Transformative Trends & Top Tips

2025 is set to be a transformative year for businesses worldwide. With 75% of software buyers planning to increase their software spend in 2025, businesses are excited to explore new technologies, an...

Webinar: Revolutionising Work Distribution for TMCs

We recently hosted an exclusive webinar for members of The Advantage Travel Partnership, diving into how AI-powered automation is set to transform the travel industry — and what that means for Travel ...

Shared Mailboxes to Intelligent Customer Service: The Future of Engagement for TMCs

In the fast-paced world of travel management, customer service is a key differentiator for TMCs. As client expectations grow, TMCs are under pressure to provide quick, accurate, and personalised servi...

Business Travel Magazine 2024 Tech Hotlist

We're delighted to announce that we have been featured in The Business Travel Magazine's 2024 Tech Hotlist - showcasing the top tech innovators and innovations shaking up the world of business travel....

Technology key for the future of business travel

AI technology key for the future of travel experiences

As the travel industry rebounds to pre-pandemic levels, the shortage of skilled staff poses a significant challenge. With intense competition for talent and rising wages, to thrive travel businesses m...

Workflow automation: Supercharge your customer service

Optimising your workflow through AI could boost your productivity and efficiency levels by 20%. How exactly? We lift the lid on workflow automation. Enquiry > Enrich > Decide > Act What happens wh...

Pioneering AI automation software to transform the way TMCs do business

Lokulus, AI workflow automation experts, and Agentivity, a leading travel data platform, have announced a strategic partnership set to transform the corporate travel management industry. This collabor...

5 things to consider for software buyers

Software Buyers: 5 things to consider

Gartner's 2024 Global Software Buying Trends Report delves into the factors that impact investment in software and what buyers are looking for in order to move forward in their purchase journey. For ...

The importance of omnichannel for the retail industry

With Gartner research concluding that 92% of businesses plan to invest in AI-powered tech in 2024, the race is on to not be left behind when it comes to technology adoption. As a retail business, con...

Multichannel vs Omnichannel, Lokulus' approach to customer service.

With competition rife, effective communication plays a pivotal role in determining and maintaining customer loyalty for all businesses. Poor communication can lead to frustration and subsequently movi...

Lokulus’ AI automation spearheading technological change for TMCs

With international travel projected to exceed pre-pandemic levels in 2024, the industry continues to navigate unprecedented times. The global shortage of travel consultants coupled with a reliance on ...

Elevating Travel Management: Lokulus' Cutting-Edge Solutions for the Future

In the rapidly evolving landscape of the travel industry, digital transformation is no longer just a necessity but a catalyst for success. Lokulus, a trailblazer in innovative technology solutions, ma...

Lokulus celebrates IWD 2024

We're passionate about our people and we strive everyday to create a more inclusive culture for women in technology. In celebrating International Women's Day, we spoke to some of our amazing team memb...

Blockchain: A Technology Looking For An Application

In the dynamic realm of technology, few innovations have sparked as much interest and debate as blockchain: conceived in 2008 by the enigmatic (and possibly fictitious) Satoshi Nakamoto as the underly...

2023: A Pioneering Year for Technology

2023: A Pioneering Year for Technology 2023 was the year the industry started looking forward to the future rather than focusing on post pandemic problems such as inflation, employment gaps and suppl...

AI-Powered Retail: Redefining e-commerce experiences

Approaching peak seasons in retail like Black Friday and Christmas hold significant weight for retailers, marked by a surge in demand and elevated customer expectations. Efficiency is of utmost import...

How To Get Personalisation Right

In an exclusive interview with Lokulus’ Head of Product, David Seed, and Head of Customer, Thomas Rowland, we delve into the profound impact of personalisation strategies across diverse industries, ex...

The Key To CSAT Is To Practise What You Preach

CSAT is short for ‘customer satisfaction’ and is a key performance indicator that tracks how satisfied customers are with your organisation’s products and/or services. Often retailers or professional...

Elevate Your Customer Experiences with Lokulus at Call & Contact Centre Expo

Lokulus is thrilled to announce we will be exhibiting at this year's highly anticipated Call & Contact Centre Expo (CCCX), the paramount event dedicated to celebrating excellence in customer service a...

From Reactive to Proactive: Using AI to Anticipate Customer Needs

In today's rapidly evolving business landscape, customer satisfaction is paramount. Companies that can anticipate and meet their customers' needs effectively gain a competitive edge. Whilst reacting t...

Transforming Claims Processing with Lokulus Workflow Automation in the Insurance Industry

Claims processing is the backbone of the insurance sector, and it's an area where efficiency and accuracy are paramount. Lokulus, a leader in workflow automation, is making waves in the insurance indu...

The importance of partnership in elevating customer experiences: Lokulus to take Travel industry by storm

We were recently delighted to announce our new partnership with Advantage Travel, a leading force in the travel industry. This partnership is a significant milestone in our journey to provide cutting-...

Elevate Customer Experience with Next-Gen Retail Support

In the fast-paced world of retail, customer satisfaction reigns supreme. Meeting customer expectations and resolving their queries promptly is key to thriving in this competitive landscape. This is wh...

Hear from one of our team : Josh Harris

Hear from one of team Joshua Harris As a Technical Account Manager (TAM) here at Lokulus, my aim is to provide a consultancy service to our clients and be their representative within Lokulus. I colla...

Leveraging Lokulus Workflow Automation for Enhanced Efficiency in the Insurance Industry

In the fast-paced world of insurance, efficiency is paramount. Insurance companies are constantly seeking ways to streamline their processes, reduce costs, and enhance customer experiences. Enter Loku...

Leveraging Professional Services for Tailored Business Solutions: The Lokulus Approach

In today's dynamic and ever-evolving business landscape, finding the right solutions to address unique challenges has become a cornerstone of success. As businesses navigate through complexities and s...

Lokulus announces new partnership with travel member network Advantage Travel

Advantage members will now be able to utilise Lokulus’ AI driven platform to enhance customer service, streamline operations and reduce response times. Lokulus has announced a new collaboration with ...

Behind the scenes: Episode 1 - David Jones

As our teams grow and their roles evolve, we want to shine a light on the individuals who make Lokulus what it is and give an understanding of the variety of roles we have at the business, what they g...

Behind the scenes: Episode 2 - David Bishop

My Job: I joined Lokulus just over 5 years ago and have worked on a wide range of projects employing and learning skills from design to coding and bespoke configuration. The work can sometimes be cha...

Spectra Configuration & Customization

Where efficiency, consistency, and customer satisfaction converge With flexible configuration options, businesses can tailor Spectra to their unique requirements, ensuring streamlined operations and ...

What is Spectra

Enhancing Customer Journeys: A Closer Look at Spectra, the Ultimate Customer Interaction Platform In the fast-paced world of customer service, businesses are constantly seeking innovative solutions t...

How technology needs to do the heavy lifting in customer experience for the travel sector

While staff numbers have depleted in the corporate travel sector, Mike Crotty, Professional Services Manager at technology brand Lokulus, explains how technology needs to do the heavy lifting in custo...

What I’ve Learnt: Tom Rowland, Head of Customer.

Tom Rowland works at Lokulus, a tech company based out of Alderley Park in Macclesfield. He’s recently been promoted to head of customer but has been with the business 15 years, which was previously ...

How to make Customer Service Greener

Quite rightly environmental, social and governance (ESG) concerns have been moving up the business agenda in recent years, with recent energy price increases being one example where there can be a fin...

Inside Lokulus ft. Venturi

In October 2022, the Manchester Tech Festival took place. It was a week-long event put on by the tech community for the tech community. It helps tech people learn, make, and grow, and it will shape Ma...

Meet The Team: Anthony Greenough

"We just experience so much as a team, It's just such a close-knit business." <iframe src="https://www.youtube.com/embed/tQHxbynepXE?feature=oembed" frameborder="0" allow="accelerometer; autoplay; cl...

IVA: The future is now

Virtual assistants have come a long way since their debut more than 20 years ago. But today, any Conversational Artificial Intelligence, still gets a bad rap. Ask your everyday customer about their e...

BeMoto Invests In Lokulus C/Ex Tech Pulse As It Continues Ambitious Growth Curve

“Good digital customer service is critical to our business as a modern, efficient, service oriented business with a strong reliance on flexible and remote digital technology, so it’s imperative we hav...

Continuous development or Continuous learning?

In the IT/development world “Continuous development” is a term that is often banded around, much like “Continuous integration” or “Agile”. But what is continuous development? One definition from Syno...

Behind the scenes: why customer experience solutions are more of an “Art” than “Science”. An interview with Tom Rowland, Solutions Architect.

“When i'm not engrossed in cutting code, you'll find me with client's enabling them to maximise their customer service offering” Our very own Solutions Architect Tom Rowland takes us behind the sce...

We are evolving - Let's reconnect: How voice is the next evolutionary leap in customer service

Dear Sir/Madam, It gives me great pleasure to inform you that we are now in the age of…… the Voice! It was only 140 years ago when the dawn of instant communication was upon us. Before this, there w...

The profound and supercharged benefits of AI to customer experience

The late great mathematician and World War II code breaker Alan Turing once asked: ‘Can machines think?’ – and that same question applies today, perhaps forever. Turing, who after the war wrote progr...

Dear ᐸInsert Nameᐳ from ᐸInsert Company Nameᐳ

"Personalisation as an approach is becoming increasingly anticipative. (…) Relevance and cut-through are becoming the drivers of purchase decisions and the cornerstone of a great Customer Experience" ...

An interview with our CTO

So, Mark, thank you for your time today - before we deep-dive into Lokulus, how about a few questions about yourself? Let's begin... Where are you working from currently? I guess like many people,...

The Magic Number Seven

The documentation we build for our products such as Spectra or Pulse is based on sound principles. There are many theories and good practice recommendations in technical authoring, but some are just m...

Omnichannel vs. Multichannel: What is The Difference?

Knowing the critical difference between a multichannel and an omnichannel approach can you structure your customer strategy and gain the best value out of your communication channels across your custo...

What happens when you join a company during COVID lockdown

Joining a company as a new starter is always a little nerve racking, with so many unknowns. There are anticipations, doubts and worries, along with a whole host of questions we ask ourselves; Will the...

Customer Experience Trends and Tactics 2021

Is it really nearly 2021? Many of us are looking at our calendars right now, blinking twice, wondering how on earth we are entering Q4, of what has been an eventful 2020. It is at this time of year ...

What is Robotic Process Automation?

When exploring the tools and technologies that can help improve your CX, you will hear the term 'RPA' mentioned - Robotic Process Automation. Now it sounds pretty self-explanatory, but what does it ac...

Leave me alone, I just want to code: The myth of the solo developer

It was National Coding Week last week (September 14th - 20th) and Lokulus' Head of Engineering, Ciaran Jessup shared his thougthts to Prolific North, to dispel the myths about coders, and explain thei...

The Great Space Debate

We have recently launched our new email management solution, Pulse, and as part of the package, we knew we needed to deliver a seamless experience for our users. A brand new responsive help centre has...

How can an AI resourcing bot help improve your CX?

Imagine you had someone in your business who knew the strengths of all your team members inside out. They know who is working, having lunch, taking time off. They have a crystal ball which allows them...

Why do some companies succeed at exceptional customer experience, whilst others fail?

When it comes to delivering the best Customer Experience (CX), we are now working in a world where we need to adhere to automation-first thinking. We must realise that AI alone does not bring value, b...

How to guide: From Agent to Super Agent

Agents are the lifeblood of your customer service operation. They are often the first port of call for a customer who needs and wants to contact you with queries, questions, complaints or even complim...

Scrum, Scrum values and Tough Mudder (Teamwork makes the Dream Work)

Hi there! I’m David Jones, the Document and Knowledge Manager at Lokulus. I work closely with the engineering team to deliver top quality products quickly and efficiently. This is how we do it. We h...

You are running out of time. Here are 5 ways how to fix it! (Retail Edition)

The shopping experience is drastically changing. Retailers are facing an increasing demand to deliver an experiential shopping experience with more convenience, personalised service and faster interac...

Workforce optimisation for improved customer and employee satisfaction

The Challenge / Background Organisations of any size will inevitably carry a backlog of open tasks that are required to be processed and completed. Customer Service departments epitomise this challen...

Top 3 digital strategies to improve customer service in 2020

Digital transformation is driving the change of business models and forcing companies to adapt to a new market reality. This change is driven by customers, and it is instrumental to how companies are ...