Disclaimer: The views and opinions expressed in this article are solely those of the author and do not necessarily reflect the official policy or position of WERC.
In October, I attended the Smart, Safe and Sustainable Summit in New York City, hosted by AltoVita—an inspiring experience that brought together global mobility leaders from around the world.
Coming from Puerto Rico, it reminded me how connected our industry truly is. The key takeaway was clear: We don’t need to reinvent the wheel in global mobility. We just need to make it run smoother.
Relocation has always revolved around the same three pillars:
- Moving employees
- Supporting their families
- Ensuring business continuity
Those fundamentals haven’t changed. What has changed is the pressure to do more with less—to deliver a seamless experience while companies demand higher ROI.
The real challenge today isn’t reinventing, it’s simplifying.
When Does Automation Add Value, and When Is the Human Touch Essential?
At the Summit, this was one of the hottest topics. Every professional I spoke to agreed: technology has its place, but it can’t replace the first one-on-one call.
That first conversation between a relocation consultant and an assignee sets the tone for everything that follows. It’s where trust begins, expectations are aligned, and families start to feel seen and supported.
AI can process data, but it can’t read hesitation in someone’s voice or sense anxiety about a child changing schools. That’s where the human connection is irreplaceable.
Asking the Right Questions
A smooth move starts with asking the right questions. Over time, I’ve learned that clarity at the beginning prevents stress later. Here are seven essential questions every relocation professional should ask:
- Who is relocating with you (spouse, children, parents, pets)?
- What are your top priorities for your new home and lifestyle?
- What are your non-negotiables (commute, school district, neighborhood)?
- What’s your timeline and any critical dates?
- What kind of temporary housing works best for you?
- What type of settling-in support do you expect?
- How do you prefer to communicate throughout the process?
These questions aren’t just about data; they build trust and help us tailor logistics, timing, and service delivery.
The Power of Accurate Property Information
After that first human connection, the next key to simplicity is accurate property data.
Details like neighborhood, commute, utilities, lease terms, and accessibility can make or break the relocation timeline. When information is precise, logistics flow naturally.
My recommendation to an employee has always been to identify and hire organizations that provide structured information and tools that help new arrivals adapt quickly. Their approach reflects what works globally: clarity reduces friction.
Human Insight Plus Smart Automation
At the Summit, I saw great examples of how automation can streamline the behind-the-scenes work:
- Scheduling and document tracking
- Status dashboards
- Compliance reminders
But the most successful programs are those that protect human touch points. Automation should never replace the personal interaction—it should enhance it. The goal is to free people up to do people work.
Matching the Right Professionals
A relocation is only as smooth as the people managing it. Matching the right destination consultant to the right family profile can make all the difference.
- Families with children need experts in schools and neighborhoods.
- Executives on short-term assignments need fast, business-oriented support.
- Families with pets need consultants familiar with import rules and pet-friendly housing.
Expertise equals efficiency. When each provider focuses on what they do best, the move becomes naturally simpler.
My Simplification Formula
Simplifying relocation doesn’t mean doing less—it means doing what matters most, in the right order:
- Pre-assignment prep – Understand the employee, the family, and the company goals.
- First human call – Build trust and gather core details.
- Data validation – Verify property, logistics, and timing.
- Timeline mapping – Establish a clear calendar of milestones.
- Vendor alignment – Match the right experts.
- Automate background tasks – Documents, reminders, dashboards
- Human follow-ups – Stay connected at key points.
From Puerto Rico to the World
Although my company operates from Puerto Rico, these principles apply anywhere. Whether it’s a family relocating to San Juan, London, or Singapore—the formula remains the same:
human connection + accurate data + expert partners + smart automation = smoother moves.
Being physically present at the AltoVita Summit was a reminder of why I love this industry. We’re in the business of helping people transition, adapt, and thrive. The more we simplify the process, the more meaningful the experience becomes. Let’s keep the wheel turning, but let’s make it smoother.