Artificial Intelligence (AI) has quickly become a key force in today’s business world, and the relocation industry is no exception. Companies across all disciplines are working to enhance their service offering by using AI to automate key tasks, providing faster access to answers and freeing their employees to focus on customer and client strategy. Below, we have invited Dwellworks to provide insight into how AI is transforming their business initiatives.
In an AI-enabled world, we can all imagine relocation support that will include access to large language-model answers to questions across an array of benefits, as well as the organization of data, communications, schedules, and timelines, optimally through an easy-to-use relocation management platform. Many frequently asked questions, covering everything from visa timing to commute distances, can be answered through queries with generative AI.
This is a huge step forward in quickly getting employees in a high-stress situation the information they need to feel positive about their move.
But what about questions and needs that are highly confidential, personal, or situation-specific, or questions that the AI agent hasn’t yet learned enough about to have the most helpful answer?
Welcome to a world in which the global workforce mobility industry is rapidly evolving to support. In this article, we’re sharing how Dwellworks' destination services program is responding to the need for trustworthy intelligence to support globally mobile talent.
Employees Expect Service Experiences that Make Relocation Easier
Relocation is a complex process that requires employers, employees, and service providers to collaborate effectively to deliver an experience that results in satisfaction with the move and, ultimately, the retention of high-performing talent. A key driver of that satisfaction can be the experience that employees and those moving with them have with destination services — the suite of services that typically includes area orientation, home finding, school search (as needed), settling in, local registrations, and specialized referrals and research for everything from elder care to finding ways to connect with new neighbors and join communities with shared interests.
As the world’s largest provider of destination services, supporting over 20,000 employee moves each year into thousands of locations, Dwellworks is both accountable to our clients (relocation management companies and corporate employers) and responsible for our customers (the employees experiencing the destination services benefit). In that capacity, we’re proud to have been named Bristol’s 2024 Partner of the Year and to have been recognized as the destination services provider with the highest scores in the Trippel Report for the last three years in a row.
To sustain these results, we continually invest in process simplification and automation, rich content, and agentic AI. Focused on the customer experience, we’re building the service infrastructure to support both the "now" and "next" expectations of the globally mobile workforce.
Destination Services Transformation Begins with Operational Excellence
In designing our destination services transformation goals, we determined that we want our local Consultants to excel at supporting the unique experience expectations of customers; we do not want them to reinvent core processes individually. Making the experience more administratively efficient has meant a net gain in time, attention, and focus on the customer.
With a more efficient process, expanded and deeper data capture (in a closed and secure environment), and AI-enabled tools, service teams in our offices and Dwellworks Consultants in the field spend less time writing emails and chasing data. Instead, communication and feedback are centered around generating automated alerts, analyzing sentiment, and initiating “calls-to-action,” keeping the focus on the customer’s experience, on their needs, and their timing.
AI is Already Transforming the Destination Services Experience
Learning from the data and maximizing our AI development capabilities, Dwellworks is now building a fully integrated destination services experience that optimizes and accelerates AI-supported communication between internal program managers and our global field force of over 2,500 consultants. We’re also designing and executing an upgraded AI experience for relocating employees that will be built on the robust and compliant use of complementary AI agents, making it easier to ask questions and get answers from myDwellworks and other reliable sources.
Having already analyzed millions of lines of customer service data in our operational excellence deployment, we are now developing capabilities that will expand from basic AI-assisted "search and respond" queries to more intuitive and proactive agentic support with services like automated lease review. “Next level” AI-empowered destination services from Dwellworks, to be released in sprints over time, will be designed and executed to align with the service expectations of a new generation of mobile talent.
Agentic AI has the potential to save time, lower costs, and create powerfully positive customer experiences in global mobility, and it depends on deep data, streamlined business processes, development investment, and shared stakeholder vision to translate expectations to reality. And even then, for all its promise, AI is still only a part of the customer experience story.
Empathetic Destination Services Solutions for Every Program and Policy
The delivery of destination services is also shaped by the individual requirements and engagement needs of each transferring employee. Having supported over half a million moves, Dwellworks has a data-rich understanding of core and commonly used services, frequently requested support needs, and those service requests that are truly custom, unique, or exceptional.
We’ve used customer feedback and data analytics to build a suite of solutions, ranging from specialized microservices priced under $500 to full-service, multi-day destination services packages. Our experience managing moves from college new hires to CEOs has taught us that the need for destination services support has not decreased with the use of search engine technology or generative AI.
Supporting destination services for people relocating for work is more than just responsive Q&A from an AI assistant. It’s about enriching a customer’s online research with specific local expertise. When a problem arises, time is short, or information from online resources conflicts with each other, a relocating employee, regardless of their level in the organization, expects to be able to reach an expert.
Dwellworks Consultants know the answer to questions that AI, as fast as it is, cannot always keep up with in real time. In the U.S., for example, this could be time-sensitive answers about which local Social Security Administration offices are the best staffed or how to implement on Monday a policy change that the government announced in a late Friday afternoon bulletin.
Our services expand support beyond the reach of agentic-AI to deliver final-mile solutions, including validating rental listing information, confirming viewing appointments with hard-to-reach landlords, accompanying employees on property visits, and providing information on frequently updated regulatory and policy changes. A local Consultant who works with relocating employees every day in their unique market is often the most trustworthy knowledge source to tap.
Global Mobility Service Excellence that is “Both/And” Rather Than “Either/Or”
Properly designed, built, tested, and executed as the Dwellworks strategy is, combining enriched AI resources with local expertise, destination services with embedded AI will support an experience that delivers what talent mobility customers expect while being cost-competitive, scalable, and adaptive.
(Note, this article is an excerpt from Dwellworks white paper to be published in November 2025.)
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