Why CTM’s people-first culture drives better customer service outcomes

At Corporate Travel Management (CTM), our people are at the heart of every journey we deliver.

From global recognition programs to leadership development and future-skills investment, CTM’s people-first culture ensures that every traveler, every customer, and every partner benefits from empowered, motivated teams who deliver customer service excellence every day.

Connecting people and performance

Connect is one of CTM’s core values, and it comes to life through programs that unite our global workforce.

Each year, the CTM All Stars program celebrates outstanding performers across every region, bringing them together to connect, collaborate, and share ideas that inspire innovation.

“When our people come together globally, they build memories that last a lifetime and share new ideas that enhance customer delivery,” says Jacqui Nightingale, Global Head of People & Culture

These interactions create a powerful ripple effect. Innovative concepts developed during All Stars events are taken back to regional teams, helping shape smarter travel solutions and stronger service outcomes for CTM’s customers worldwide.

Developing future leaders through the HiPo program

Behind every great customer experience are capable leaders who inspire their teams to succeed.

CTM’s High Performance (HiPo) program accelerates the growth of high-potential employees through job rotations, mentoring, and global projects that build leadership capability and business acumen.

One standout initiative, the Customer Empathy Project, connects non-customer-facing roles with front-line teams to deepen the understanding of traveler and customer needs. The result is more collaborative problem-solving and improved service delivery across regions.

The program has already delivered measurable success: participants have advanced into leadership positions and driven meaningful cross-regional outcomes that directly enhance CTM’s customer experience.

Investing in skills for the future

As the travel industry evolves, CTM is investing in the skills that will shape its future.

In 2026, the company is expanding leadership programs from front-line managers to executive levels and introducing a Global AI Literacy Program designed to empower every employee to use artificial intelligence to improve their daily work.

“We’re equipping our people, no matter their role, to be ready for change,” Nightingale explains. “When we invest in our people, that translates to great outcomes for our customers.”

This future-focused approach ensures CTM’s workforce remains agile, innovative, and ready to reimagine the corporate travel experience, delivering faster, smarter, and more personalized solutions for customers.

Why a people-first culture delivers better service

CTM’s success is built on a simple truth: when employees feel recognized, supported, and inspired, they deliver their best work.

By embedding people-first values across every layer of the business, CTM cultivates a culture where collaboration fuels innovation, leadership drives accountability, and care for people translates directly into care for customers.

The result? Exceptional service, enduring partnerships, and measurable value for every customer who partners with CTM.