THE GURU


Tony Hopwood, photographed
on the Singapore Flyer in May
2008

 

TONY HOPWOOD IS THE CWT technology guru in the Asia Pacific and is responsible for product development. An Australian, Tony joined CWT in Sydney and then moved with his family to Paris. In January this year he relocated to Singapore as Vice President, Traveler & Transaction Services and IT. A frequent traveller, CONNECT asked him to elaborate on the products that enhance CWT’s clients’ travel experience

 

CONNECT: Are you really an IT guru?

TH: That’s a good question! Anyone who knows me will tell you that I don’t surround myself with gadgets; I even need someone to fix my laptop. My role is more from a business perspective, managing the technology teams and products to deliver to clients – both internal and external – in terms of expectations and cost effectiveness.

C: What has been the most significant technology change you have witnessed in your career?

TH: In recent years it has been the use of online booking tools. This has of course been driven by the growth in internet availability and speed, but more importantly I think by end-users wanting to have more control over how they use their time. Today it seems everyone is busier than ever and so they want instant access to everything immediately. Online booking tools enable travellers to book travel 24/7 without having to rely on someone being available at the end of a phone. The products we develop today are all about giving people control over their time and making them self-sufficient.

In the Asia Pacific region, online booking first became popular in markets such as Australia and New Zealand as early as 2001. Now, online booking tools are also available in Singapore, Hong Kong, Japan, India and China, and are gaining momentum all the time.

C: Do you think travel will ultimately become “agent-less” and self-service?

TH: No. I believe there will always be a need to consult a person for more complex itineraries. Technology will never replace the experience and knowledge that a travel professional can offer. What will continue to happen is that more simple bookings such as a return trip to a single city will be made online, but for complex trips, eg. multiple cities or stopovers – especially to new destinations which are being opened up in developing countries – the travel agent can search for the best routing and lowest possible fare, or connections needing a car or train to reach a final destination.

Even when a booking is made online, the travel management company must still do some background work to ensure the data is captured for reporting purposes, and for security and safety tracking – obviously this is a once-off for initial setup, but it’s a complex business with multiple systems being integrated and interfaced. Although it will increasingly become more complex and hi-tech, in my opinion this will always be a people business.

C: CWT has a range of products for travellers, but which do you favour?

TH: As with most companies, it is mandatory for us to use all products and services that we provide for clients. As a frequent traveller, my favourite has to be the CWT Portal, as it is a “one-stop shop”. Wherever I am and whenever I want to, I can get schedule information, book my trip and update my profile just as I would update my frequent flyer information with the airline website. What is particularly impressive about the latest version is that I can customise it to show the information that is important to me.

C: How does CWT develop new products?

TH: We have several audiences that we consult – travellers, travel arrangers and travel managers. A dedicated product management team regularly holds focus groups and conducts surveys. Other “eyes and ears” are those of our employees – especially our account managers.

C: What feedback have you had about some of the most recent CWT products?

TH: We’ve received very positive feedback from travel managers about our Program Management Center (PMC). Again, it’s about giving travel managers control – and visibility of their program – and that’s what the PMC does.

C: What is your biggest challenge?

TH: Change management. We can develop the most sophisticated products, but it’s essential that they are implemented with an effective process to change end users’ behaviour. The best example is the online booking tools. Unless a company has a change management process to inform travellers both how to use the tool and of the benefits of doing so, they won’t use it and will continue to call the travel centre in the traditional manner. This defeats the purpose of investing in an online tool and neither the traveller nor their company benefit.

C: Any particular challenges in Asia Pacific?

TH: Similar to Europe in some ways. Such as accommodating different language – and, in particular, currency – needs (we don’t have a single currency across APAC). Historically, our products were developed only in English. Now we aim to offer other options. Perfect example: our team in China has developed an online booking tool just for that market.

C: What do you love most about your job?

TH: The fast pace and the constant change – life is never dull. I enjoy being involved in the development of new products and services from conception through to deployment and being able to influence the process.

C: What new products can travellers expect from CWT in the near future?

TH: Most exciting is the launch of an itinerary which will provide interactive messaging to travellers, for example by sending an SMS message about gate changes at airports or if there are flight delays. We are piloting the first phase that aims to update and improve travel itineraries, improving the consistency and value of this critical travel document to our travellers. These will offer an improved display of the standard air, car and hotel sections, along with email and fax options. The project is commencing with testing by CWT staff in key markets and will move to testing with beta clients in the third quarter before being rolled out in several countries by the end of the year and globally in 2009.

C: What has been your greatest accomplishment?

TH: Exposing my children to a different culture and lifestyle. They all loved living in Paris. When we moved they wanted to continue to speak French so they elected to attend the French school here in Singapore.

C: What’s your favourite memory of France?

TH: A holiday in Provence where we rented a stunning villa and enjoyed a typical French summer vacation for a couple of weeks.

C: What is the one must-do experience when visiting Paris?

TH: Spend some time at Montmartre; it still has the feel of “old” Paris with spectacular views of the city.

C: Where are you planning for your next holiday?

TH: A family holiday in Vietnam. We’re really looking forward to exploring more of Asia and share some more experiences with the children.

C: How frequently do you travel?

TH: Far too much! Since moving over in January, I have spent just six weeks here.

C: What’s the key to maintaining a healthy work-life balance with such a busy schedule?

TH: Be careful what you eat on flights, make sure you sleep and exercise whenever possible.

C: Do you have a pet travelling peeve?

TH: Not being given enough information when flights are delayed, which makes it difficult to make alternative arrangements and reschedule meetings.

C: What do you never travel without?

TH: A good book. It’s my way of switching off and getting some downtime on flights; as soon as I land I have to hit the ground running to the next meeting and don’t stop until I get on the return flight. I’m currently engrossed in John Grisham’s The Street Lawyer – nothing like a bit of fiction to pass the time.

Tony Hopwood: Rank & File

1979 Began career as a travel consultant

1980 Joined Commonwealth Bank Travel Service in Sydney and worked across operations, staff training, HR, meetings & incentives, and IT

1996 Executive Director of a retail travel agency with 35 locations across Australia 1998 Joined CWT in Sydney as Director, IT, Australia 2003 Promoted to VP IT, for CWT EMEA, based in Paris

2006 Promoted to VP Operations (Traveler & Transaction Services), for CWT EMEA in Paris

2008 Transitioned to combine role of VP Traveler & Transaction Services and IT, CWT Asia Pacific, based in Singapore

PHOTOS: LESTER LEDESMA