Business Travel Executive, August 2018

SPECIAL REPORT The TMC Tech Connect 22Business Travel Executive AUGUST 2018 work just as well on a mobile device as it does on a laptop or desktop he says Mobile truly is everywhere Of particular interest to travel managers according to Konwiser is the growing attention being given to the potential of emerging technologies such as artificial intelligence to build efficiencies and bring personalization to many traveler booking and service touchpoints Blockchains potential to use distributed ledgers to bring even greater security and privacy of travel data is also something to follow And looking ahead to the next 10 years he points to Hyperloop as an epic disruptor that will likely change how we physically get around In the short term whats most interesting in the tech space is the accelerated speed by which data can be processed Konwiser says Similarly given consumer expectations for personalization the entire business travel industry is actively investigating how to use data to personalize and power better experiences At the same time the information made available by these enhancements is expanding overall management capabilities according to Andrew Jordan chief product and technology officer for Carlson Wagonlit Travel Data is now being used in a far more sophisticated way to take not just a retrospective view of program performance but to model future state scenarios around policy and travel program design he says Beyond this data can be used to determine the value or return on the investment in travel shifting the dialog from purely one of controlling cost to one of business performance Another trend is an increased focus on traveler safety Were seeing more of a focus on duty of care with TMCs developing technologies to ensure that their clients are fulfilling the duty of care required towards their travelers Rizzi says Considering With Care Choosing a TMC is no small matter During the selection process any number of factors might be on the table Of course cost may be high on the list but plenty of other questions deserve a close look Travel managers should feel empowered to ask detailed questions about how a TMCs platforms and products work Konwiser says For example how do they provide enriched and consolidated data and content He notes that customers of American Express GBT are briefed on how its core product suite allows building technology to better personalize traveler experiences and simultaneously encourage policy compliance Rizzi says that in considering a travel management company the most important question companies should pose is whether the TMC really took the time to learn about their business goals and challenges not just their travel needs We find most companies are looking for a trusted guide and partner he says So while fees and charges are important whats even more crucial is that the TMC is spending the time with different departments and taking that feedback to create a program that hits on all of the salient points of concern Its also wise to evaluate the reach and depth of the potential TMCs buying power and its relationships with suppliers Rizzi notes He says that when youve empowered a TMC to act on your behalf its negotiating power will have a major impact on your travel budget and traveler satisfaction Khan advises looking to partner with a TMC where service and technology come together keeping in mind that business travelers now expect a first class consumer experience wherever they are whenever they need it and on the platform of their choice They are time poor individuals working in pressurized environments he says So if your TMC can deliver a connected approach it leads to an optimized traveler experience and program compliance As technology and data are more deeply integrated into the managed travel experience Konwiser points out that travel managers are simultaneously responsible for promoting employee satisfaction and security If traveler and business expectations are not met the wear and tear of traveling can reduce productivity lead to burnout and wasted resources he says For travel managers this means paying very close attention to the user experience side of the tech solutions they offer gathering traveler feedback and delivering an experience thats in line with traveler needs and wants Data is now being used to model future state scenarios around policy and travel program design