Breakout 2 | 4 Generations, 1 Goal: An Omnichannel Approach to Traveler Feedback | Nordic Business Travel Summit (NBTS) 2026

Breakout 2 | 4 Generations, 1 Goal: An Omnichannel Approach to Traveler Feedback

Monday March 16, 2026 16:45 - 17:15 CET Breakout session - Melbourne

First Time / Start up Sponsor: Transcom

4 Generations, 1 Goal: An Omnichannel Approach to Traveler Feedback

Today's workforce spans four generations, each with unique feedback habits and compliance needs. Learn how to design an omnichannel strategy that meets travelers where they are—from phone calls to social DMs—to capture critical insights, boost engagement, and ensure consistent policy compliance across all traveler demographics.

Participants will learn how to immediately apply these three concepts:

1. Map Feedback Channels to Generational Preference: Identify which channels (app, email, chat, phone, or survey) resonate most with each traveler group (e.g., Gen Z vs. Boomers) to maximize participation and collect richer, more diverse data.

2. Harmonize Data for Actionable Compliance: Implement a unified system to process feedback from all channels, using the insights to proactively identify compliance risks and quickly adapt travel policies to reflect real-world traveler experiences.

3. Future-Proof Your Program: Discover the low-effort, high-impact AI technologies that allow you to seamlessly manage incoming feedback volume, ensuring your travel program remains flexible and scalable for the next generation of business travelers.

Lecturers

Evelyn Hamilton LecturerFirst Time / Start up Sponsor

Travel & Hospitality Expert
Transcom

Evelyn Hamilton: Travel & Hospitality Subject Matter Expert in Transcom

Evelyn Hamilton is a leading expert in the Business Travel Management industry at Transcom, serving as their Travel & Hospitality Expert and is an active member of the Global Business Travel Association (GBTA).
She is an active member in the GBTA Aviation Committee and is a GBTA Ladders Ambassador, as well as a Board Member for the Swedish Business Travel Association (SBTA).

At Transcom, she is pivotal in supporting worldwide operations by spearheading complex, multi-regional proposals, as well as leading an Internal Travel and Hospitality Forum to provide insights and information to support Transcom globally.

With a substantial background from BCD Travel, where she spent nearly 15 years, Evelyn gained extensive experience, including corporate travel and specialized verticals like Energy, Resources, and Marine (ERM). She is a trusted expert in delivering optimal solutions and fostering impactful client relationships within the dynamic travel industry.

Beyond her corporate responsibilities, Evelyn actively shapes the future of the travel industry as a speaker, moderator, vlogger, and blogger. She volunteers her expertise as a Board Member for SBTA, on the GBTA EMEA Aviation Committee, and as an alumnus and advisor for GBTALadders, demonstrating her commitment to education, mentorship, and driving innovation and best practices across the global travel landscape.

LinkedIn: https://www.linkedin.com/in/evelynhamilton/

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