Tom Davis

Senior Director of Operational Excellence TravelPerk

Tom Davis owns Operational Excellence for Customer Care at Perk, covering strategy, process, inventory, and technology across a large, always-on support operation.

His work starts from what goes wrong for the customer on their stress-heavy business trips: he has built the internal maps that separate what agents get wrong from what's genuinely outside their control and uses technology to mediate both segments for travelers.

He speaks on why corporate travel demands a different kind of customer experience, traveler, booker and administrators all need different things from the same trip, and a policy exception at 11pm in a foreign airport doesn't behave like a retail return. His central argument is that AI finally makes it possible to personalize at the scale corporate travel actually needs understanding each travelers' context and history well enough to solve their problem the first time, instead of routing everyone through the same generic flow. But personalization only earns its place if it's evidenced, able to name the specific customer failure it removes, not just declared as strategy.

He treats "customer-centric" as an operating discipline: instrument the real failure points, prove the fix worked, and only then scale it.