In this exclusive CanadianSME Small Business Magazine interview, Suzanne Sangiovese, CEO of Riskline and Vice-Chair of the GBTA Europe Risk Committee, shares how real-time intelligence and technology are transforming the safety and well-being of business travellers. Drawing on over a decade of industry experience and a deep commitment to traveller security, Suzanne explains how Riskline empowers companies of all sizes to protect their teams, adapt to changing travel trends, and turn modern duty of care into a strategic advantage.
Suzanne Sangiovese has over a decade of experience in the travel industry. As CEO, she drives Riskline’s vision, financial performance, growth and market alignment. Suzanne is the Vice-Chair of the Global Business Travel Association (GBTA) Europe’s Risk Committee and is a member of the Women in APIs community. She holds an MSc in International Security and Global Governance from Birkbeck, University of London.
In light of recent events and evolving traveller preferences, how can small businesses and travel management companies better support Gen Z travellers and adapt to their changing habits?
Small businesses and travel management companies can better support Gen Z travellers by rethinking travel programmes around flexibility, personalisation, and sustainability. The “2025 Millennial & Gen Z Business Travel Trends” report, developed by CTM, shows that 70% percent of Gen Z and Millennials travel 1-5 times a year. Over half want to travel more.
Travel is seen as key for career growth (57 percent) and professional performance (51 percent), so experiences that add value to their development are highly motivating. These travellers prioritise personal safety, flexible itineraries, and quality. Regional differences matter: safety is crucial in the UK and Asia, price in the US, and comfort in Australia. Most (59 percent) self-book their own business travel arrangements. Their preferred channels are online tools, mobile apps, and messaging platforms, with AI enhancing speed, choice, and support.
Sustainability is increasingly important: 55 percent seek eco-friendly airlines, 51 percent sustainable hotels, and 57 percent expect employers to invest in greener options. Bleisure opportunities (42 percent extend trips for leisure) and loyalty benefits also influence choices.
By integrating real-time intelligence, flexible policies, mobile-first technology, and sustainable options, companies can create engaging travel experiences that align with Gen Z expectations, support their career goals, and enhance compliance with corporate travel policies.
What role does localized, real-time risk intelligence play in building traveller confidence, especially as the travel industry sees a shift toward slower travel and deeper cultural experiences?
Localized, real-time risk intelligence plays a crucial role in building traveller confidence, especially as business trips shift toward slower, more immersive experiences. Travellers exploring new regions or engaging in deeper cultural experiences want assurance that potential risks (health, safety, political, or environmental, for example) are monitored continuously.
Access to up-to-date, location-specific insights allows travellers to make informed decisions on the ground, adjust plans, and navigate unfamiliar environments safely. This transparency reduces uncertainty and stress, letting travellers focus on meaningful interactions rather than worrying about unexpected disruptions.
For organizations, providing this intelligence demonstrates a proactive duty of care. It reassures employees that their well-being is prioritized, encouraging trust in both travel programmes and company policies. Real-time updates also enable timely interventions, such as rerouting or local support, further reinforcing confidence.
As travel trends evolve toward slower, culturally rich itineraries, travellers value personalized guidance and actionable information more than ever. Localized risk intelligence ensures experiences remain enriching and safe, making both the journey and the destination more rewarding.
With comfort-focused solutions like Eurostar’s double decker train gaining popularity, how are travel companies responding to the growing demand for convenience and well-being among today’s travellers?
Travel companies are responding to the growing demand for convenience and well-being by redesigning travel experiences around comfort and ease. Solutions like Eurostar’s double-decker trains reflect this shift, offering more spacious seating, enhanced amenities, and a calmer travel environment.
Digital tools play a key role, providing mobile booking, real-time updates, and smooth check-ins to reduce stress. Some providers also embed sustainability into these services, letting travellers make eco-conscious choices without added effort.
Providers are personalizing journeys, allowing flexibility in schedules, seating preferences, and onboard services. Loyalty programmes are evolving to reward choices that improve convenience and well-being.
By focusing on comfort, travel companies are creating experiences that support both physical and mental well-being. This helps build traveller confidence, encourages repeat use, and aligns with the expectations of a generation that values care, flexibility, and quality in every aspect of their journey.
Riskline recently partnered with Zurich to launch AI-powered travel alerts. Could you share how these alerts impact business travellers and what benefits small businesses can expect from integrating such technologies?
Riskline’s partnership with Zurich brings AI-powered, real-time travel alerts directly into Zurich’s insurance offering, helping travellers stay informed and protected as global disruptions become more frequent. These alerts provide timely updates when conditions change, whether due to natural disasters, political unrest, or transport disruptions, for example, allowing travellers to act quickly and confidently.
For business travellers, this means reduced stress, better preparedness, and greater peace of mind. In a recent Riskline survey, 100 percent of users said the alerts made them feel safer and better informed, while 77 percent felt less stressed during trips.
Small businesses benefit from these technologies by enhancing their duty of care without needing complex platforms or additional apps. The alerts provide seamless integration, via API or our portal, keeping teams protected and up to date in real time.
By combining Riskline’s global intelligence, sourced from over 100,000 data points, with Zurich’s trusted insurance network, the partnership gives travellers confidence to navigate uncertainty while empowering companies to protect their people more effectively.
As the recipient of the inaugural Duty of Care Provider Award, what is your final advice for small and medium-sized business owners looking to safeguard their teams on the road amid changing global risks?
For small and medium-sized businesses, safeguarding teams on the road starts with recognizing that duty of care is more than a compliance requirement. It’s a moral and operational imperative. In today’s global workforce, it’s crucial to adopt a flexible, tailored framework that aligns with your company’s culture, operational footprint, and workforce diversity.
Begin by knowing where your people are at all times. Real-time location awareness and clear communication protocols enable rapid, effective responses to emergencies, whether natural disasters, security threats, or travel disruptions. Integrating reliable travel risk intelligence into your workflows ensures travellers are prepared and supported wherever they go.
Avoid a “one-size-fits-all” approach. Instead, combine best-in-class solutions that cover physical safety, health, digital security, and well-being. Modular, technology-driven systems allow small and medium enterprises to respond efficiently to both high- and low-risk environments, providing actionable intelligence when it matters most.
Ultimately, modern duty of care turns travel from a liability into a strategic advantage. By embedding safety into every stage of the journey, from planning to on-the-ground support, businesses protect their people, maintain operational resilience, and foster trust, ensuring teams can thrive even amid changing global risks.
Read the interview in Canadian SME.
Image credits: Canadian SME