Amadeus announced the results of its online survey yesterday looking at business outlook and how technology can help travel agents improve customer service. In the results, 58% of leisure travel agents and 67% of business agents expected bookings to increase by 20% over the next three months compared to the same period last year. Respondents in the leisure sector said they spent 90% of their time spending ‘some time’ or ‘too much time’ researching new bookings and 80% of business agents spent the majority of their day modifying existing bookings and negotiating sales. “One key competitive advantage for traditional travel agencies is being able to offer the personal touch when they interact with customers,” explained Amadeus Ireland General Manager Volker Lorenz. Agents continued to turn to technology to streamline these processes, with 54% of leisure and 82% of business agents agreeing that searches and administrative tasks could be sped up by 25%. “The research demonstrates more travel agents see that technology enables them to deliver the superior customer service that builds loyalty. As a result, we are seeing what we describe as a growing “agents for change” community in Ireland: travel agents who embrace technology as never before to enable greater customer focus through increased automation,” said Lorenz.