Serko

'Best fare' could mean cheapest, fastest, lowest carbon, preferred supplier, or any combination. That matters more than ever now that AI agents are entering travel programs. An agent is an AI tool that doesn't just answer questions, it goes and does the task for you: searches the options, compares them, books the trip. Which means it will act on whatever definition of "best" it's given. Specificity isn't a nice-to-have. It's the difference between a useful agent and a confused one. How do you define "best" in your travel program?

There's a lot of noise about what AI agents can do, and most of it makes them sound like magic. The reality is more useful than that. Agents are forms that require consistency. They expect consistent inputs, follow consistent instructions, and produce consistent outputs. If your task can't be defined consistently, it can't be agentic. Comment with the most repetitive task in your travel program.

Recently we gathered in Dallas with a select group of travel managers to talk about the future of corporate travel, specifically, the shift toward agentic AI. We started the day asking everyone for one word to describe how they felt. Not surprisingly, the room echoed with uncertainty, worry, and caution. Instead of shying away from those anxieties, we leaned into them. Because we believe the best products are built by listening, not guessing, we spent eight hours diving into real-world challenges, exploring solutions that weren’t technically possible until now. By the end of the day, those words had shifted to confident, ready, and optimistic. Gathering this insight is incredibly valuable to our product development, but more importantly, it reminds us why we do what we do - bring people together and cut the complexity out of corporate travel. Thank you to everyone who joined us and gave us their honest feedback.

Last week we raised a glass to celebrate Susie Woolley's 25-year anniversary at Serko! You might be doing the math and thinking, "Wait, isn’t Serko only 19 years old?" And you’re right! Susie’s milestone includes her time with Interactive Technology; she's been part of the journey since the very beginning. Susie, thank you for your incredible dedication, your brilliance, and for being such an integral part of our team and culture for the last 25 years. Serko simply wouldn't be the same without you!

Corporate travelers shouldn't have to waste time hunting through emails to find their itineraries. But most still do. Zeno Intelligent Itinerary changes that for good! It sends a live, up-to-date itinerary to each traveler’s Apple or Google wallet the moment a booking is confirmed. Flight, hotel, and car hire details sit on the lock screen where they’re quick and easy to find. And if the itinerary changes, a push notification alerts the traveler immediately. No app to download, no inbox to search. Intelligent Itinerary means less disruption, fewer missed updates, and more informed travelers. Last year we introduced the beta version and now we’re happy to announce the general release of Intelligent Itinerary. Speak to your Serko representative today to enable Intelligent Itinerary for your travel program. For information on module pricing please refer to the Zeno Support Centre.

The Check-In is back! Serko's bi-monthly newsletter brings you fresh insight on what's shaping corporate travel and product updates that can strengthen your travel program. In this edition: - Get free access to our new Agentic AI for Travel Managers course - Walk through the latest GetThere updates, including Southwest assigned seating - Discover Zeno Intelligent Itinerary delivering live trip details to mobile wallets - Preview Guest Pass for self-service guest travel - See our new home Serko House, in Auckland Subscribe to The Check-In to stay ahead of what's next in corporate travel!

Karen Hutchings, Founder of Cobb and Hutch Consulting, doesn't mince words. She has spent decades in corporate travel. And her message to travel managers sitting on the sidelines is direct: the window to get ahead of this is now. And the data backs her up. 82% of travel managers surveyed say they would consider implementing agentic AI tools right now. Industry momentum is the third-biggest motivator for AI investment, behind seeing it work elsewhere and hands-on testing. In other words: people are watching what their peers are doing. And those peers are moving. From Serko's 2026 State of AI in Corporate Travel report. Download the full report today. https://loom.ly/JagtpBE Where are you on the AI journey? Ahead of the curve, keeping pace, or still watching from the sidelines? ↓

The ROI of AI is real. The data is clear. 97% of travel managers who have implemented AI report measurable efficiency improvements. 99% plan to increase their AI usage. But there's a catch. The definition of value varies from program to program. And 33% say a stronger demonstration of ROI is what would increase their likelihood of adopting agentic AI. Ian Spearing from Arcadis explains the practical approach: "Break it down into manageable chunks. It's about showing progression, not zero to one hundred." Karen Hutchings from Cobb & Hutchings Consulting suggests starting with something measurable and concrete: time and motion studies on tasks like email inbox management, where before-and-after comparisons translate directly into a monetary value. The message: don't wait for a business case that proves everything at once. Prove something small, document it, and build from there. Download the full report today. https://loom.ly/JagtpBE What's the first AI efficiency win you'd prioritize in your travel program? ↓

Serko's Andrew Barnard, Head of Global Client Service Delivery, is taking the stage at Insights to Impact in Auckland on 24th June. Insights to Impact brings together customer experience and service leaders to explore how the right data and technology turn customer insight into real, measurable action. Andrew will share how Serko approaches this in practice, drawing on his work leading global client service delivery across travel and technology. It's shaping up to be a sharp, practical day for anyone focused on lifting their customer experience. Don't miss it. Register here: https://loom.ly/GExpFG0