Driving tech innovation with a human touch

As Asian Trails accelerates its digital transformation, Group Chief Technology Officer (CTO) Sushil Mankar has spent his first year leading the modernisation of the company’s technology infrastructure and practices.

This focus has been on improving operational efficiency, strengthening cybersecurity and exploring the potential of artificial intelligence – all while ensuring that people remain at the heart of an industry founded on personal relationships and face-to-face service.

An Indian national, Sushil joined Asian Trails with a wealth of international experience. His career began in Mumbai, where he earned degrees in finance and computer science, before embarking on a career in software development.

A decade spent working in the United States proved to be a defining period, broadening his perspective beyond technology alone and encouraging him to combine technical expertise with commercial insight to develop solutions that addressed both business and technological challenges.

After returning to India in 2008, Sushil spent more than a decade with Thomas Cook India, rising to Senior Vice President, IT Applications. During that time, he worked closely with Asian Trails, gaining first-hand knowledge of the company’s culture, values and people, an experience that provided an ideal foundation for his appointment as Group CTO in 2025.

He said: “This was an easy decision to make. Having worked closely with the Asian Trails team, I already understood the organisation and its culture. I saw an exciting opportunity to play a part in shaping the company’s digital future, using technology to drive innovation and support the next stage of growth.”

For a DMC operating across ten countries, presenting unique challenges in different environments, Sushil believes one of Asian Trails’ greatest strengths is having a technology team working behind the scenes to keep everyone connected.

He said: “Each destination has its own way of doing business. With a dedicated tech team, we are in the position to bring everyone together and ensure we are working in a consistent way across the group.”

By working closely with colleagues throughout the region, the tech team helps simplify processes and ensure every office has access to the same tools and support, thereby improving efficiency and enabling Asian Trails to focus on what it does best – creating exceptional travel experiences.

An important focus during his first year has been strengthening the existing cybersecurity systems and policies. As data has become one of the world’s most valuable assets, more systems and services have moved online, exposing organisations to growing risks from cybercrime, fraud and attempts to steal sensitive information.

He said: “We are developing our existing security policies across the group. Previously, security measures existed in different pockets across our various units, but we are now moving towards a more centralised approach.

“This means our security governance, protective software and policies designed to safeguard our systems will all be managed at a group level, ensuring a consistent approach across Asian Trails.

“A stronger cybersecurity culture is essential to protecting not only company systems but also the trust that clients and partners place in Asian Trails every day.”

Technology alone is not enough. Sushil highlighted that employee awareness is equally critical, with regular training sessions held to help staff recognise potential threats such as phishing and online fraud.

While sustainability is embedded in Asian Trails’ DNA, with a directive to promote more sustainable products and services, Sushil said his immediate focus, and that of the technology team, is on strengthening the company’s digital foundations, creating the platform for technology to support broader environmental initiatives in the future.

He said: “As the company continues its digital transformation, initiatives such as reducing paper-based processes, expanding digital workflows and improving operational efficiency have the potential to complement the company’s wider sustainability strategy.

“For now, however, the emphasis is on building a strong technological foundation that will enable future advances in both business performance and responsible operations.”

Another phase of the company’s digital evolution is a new customer relationship management (CRM) platform that will support business development, contracting, sourcing and customer service teams.

By bringing customer information and interactions into a single system, the platform will strengthen collaboration and provide deeper insights to help deliver a more responsive, personalised service.

Artificial Intelligence (AI) may be one of the travel industry’s biggest talking points, but for Asian Trails it is already a practical business tool. Under Sushil’s leadership, the company has embarked on a significant AI programme, investing in several pilot projects designed to improve operational efficiency while enhancing the service it delivers to clients and partners and this is a work in progress.

The focus is on real-world applications that reduce repetitive manual tasks, shorten response times and enable teams to manage increasing volumes of enquiries, bookings and administrative processes more effectively.

He said that AI will not replace the personalised service for which Asian Trails is renowned. Instead, the company is adopting a ‘human in the loop’ approach, ensuring that every AI-generated recommendation or action is reviewed and overseen by experienced staff.

Looking ahead to 2026, Sushil sees AI as a tool that will empower employees rather than replace them. By handling routine, time-consuming tasks, AI will free teams to focus on what they do best – building relationships, creating exceptional travel experiences and providing the expert local knowledge that has long been the hallmark of Asian Trails.

He is already focusing on the company’s next stage of digital transformation. Among the initiatives on the horizon are the development of a dedicated mobile application and the digitisation of the extensive portfolio of brochures and travel products.

By replacing printed materials with interactive digital resources, he hopes to equip sales teams with more engaging tools while making information more accessible for clients and partners.

Reflecting on his first year at Asian Trails, Sushil said the most significant achievement has been placing technology firmly at the centre of the company’s future development, providing a catalyst for positive change.

He said: “Whether through AI, digital transformation, stronger cybersecurity or more integrated systems, every initiative is designed to make Asian Trails a more agile, efficient and resilient organisation.

“The goal is simple. Technology should make it easier for our people to do their jobs, support our partners more effectively and deliver an even better experience for our clients.

“As Asian Trails continues its digital journey, innovation will remain firmly focused on enhancing, not replacing, the expertise, relationships and local knowledge that have defined the company for decades,” he concluded.

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