Enhancing Customer Experience
AI is reshaping industries across the globe, and corporate relocation is no exception. As pressure grows for greater speed, insight and efficiency in mobility programmes, more organisations are looking to artificial intelligence to deliver a new kind of customer experience.
But at K2, we believe that in global mobility, technology must never come at the expense of empathy. For us, AI is not about replacing human connection. It is about enhancing it.
Why CX in mobility needs a different lens
Relocating global talent is not a standardised process. Each individual, each assignment, each move brings with it a unique set of circumstances, expectations and emotional complexity.
In customer experience (CX) terms, this presents a challenge and an opportunity. Standardised FAQs, broad communications and automated handoffs rarely meet the needs of global talent. The difference lies in relevance, responsiveness and empathy. We are beginning to explore how AI can help us deliver those things at scale, without losing sight of the individual.
Exploring practical uses of AI in global mobility
Our focus is not on automation for its own sake. Instead, we are examining ways to use AI to strengthen the quality and timing of our support.
This includes:
- AI-enhanced content personalisation: helping global talent access support tailored to their specific context and preferences
- Pulse checks and sentiment analysis: using lightweight, real-time feedback tools to understand how experiences are unfolding
- Service trend mapping: identifying issues early through data-led insights so that our teams can respond before small challenges escalate
All of this is about improving outcomes for our clients, without ever removing the human element that makes a relocation feel personal.
What sets K2 apart
Our clients trust us with their most important asset: their people. That trust is something we protect and earn every day. With an NPS of 80 and a track record of delivering consistently high-touch experiences, we are now applying that same mindset to how we use technology.
Our information security standards ensure that any AI-enabled features we use are fully compliant, secure and in line with our values. But more importantly, our people remain at the centre of every relocation.
We move people, not packages. And we always will.
A balanced view of the future
According to AIRINC’s 2023 AI Pulse Survey, 46% of mobility professionals are already testing or implementing AI tools to improve mobility delivery and employee experience. Similarly, leaders across the industry including EY and Zendesk are exploring how AI can support better service outcomes. But the real challenge is not in implementation. It is in intention.
Sources for further reading:
- AIRINC: https://airshare.air-inc.com/ai-in-global-mobility-why-nows-the-time-to-lead-not-follow
- Zendesk: https://www.zendesk.com/blog/ai-customer-experience/
- EY: https://www.ey.com/en_pl/insights/workforce/ai-and-automation-the-future-global-workforce-mobility
- RSM UK: https://www.rsmuk.com/insights/employment-matters/global-mobility/how-can-ai-support-the-global-mobility-function
- Relocate Magazine: https://relocatemagazine.com/how-ai-integration-and-smart-agents-are-redefining-global-mobility-murphey-0725
Final thought
AI can help make relocation journeys more intuitive, more relevant and more responsive. But in global mobility, what matters most is still the experience itself.
At K2, our journey into AI is driven by one aim: to make every move more personal, not less.
Because in a world where so much is changing, our commitment stays the same.
We move people. Not packages. Because it’s personal.
Want to share your view?
We are inviting clients and mobility leaders to take part in a short interactive video survey exploring where AI is making the most impact and where human touch remains irreplaceable.
You can take part in our quick video survey (Your response is confidential and will only be used to inform future discussions).
Or download our insight guide: The AI Effect: Trends Shaping Human-Centric Global Mobility
This is a conversation worth having, and we would love you to be part of it.