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1、The Evolution ofTravel Program Technology CONTENTSIntroduction 3Key Highlights 4TMCs and managed travel programs 5TMCs and the technology experience 8Technology strategy and travel manager expectations 9Travel technology adoption 13Travel technology:a closer look 15Dashboarding 16TMC Mobile Apps 17S
2、ustainability 18NDC 19Artificial Intelligence(AI)20Summary 21Methodology&About 22-23Table of 3The Evolution of Travel Program Technology1.How has technology transformed the role of the travel manager and TMC:How technologically savvy are travel managers?How has technology changed the role of a trave
3、l manager?Are travel managers satisfied with the technology used by their program?2.Travel management companies:What are the most important factors when choosing a travel management company(TMC)?Do travel managers give more weight to technology than other considerations such as customer service or f
4、ees when selecting a TMC for their company?What are the biggest strengths and Introduction As the world starts to climb out from the pandemic and resume more routine norms in terms of work,companies and offices are opening and employees have begun to return to business travel But as the business tra
5、vel industry recovers,headwinds such as inflation,COVID-19 infection spikes,and lockdowns are impacting the global economy,which in turn impacts the industry Yet despite these headwinds,companies are moving forward to strengthen their travel programs to include changing or updating travel policies,a
6、ssessing technology needs after,and revisiting suppliers(including travel management companies or TMCs).This study explores how has technology changed(a)the travel managers role and(b)travel program-TMC relationships.It is based on a survey of North American,European and Asia-Pacific travel managers
7、 including current and former members of GBTA and addresses several key topics including:After a pause of business travel for almost two years,it is important to assess the state of technology used by travel programs to see how,if at all,needs have changed Do travel managers feel their programs tech
8、nology is sufficient?Have technology needs changed since 2019?What do travel managers need from travel technology and are those needs what travelers need(and want)when they are on the road?What technology features are used by travel programs?What is the role of the TMC and their technology solutions
9、 in this new phase of the pandemic?pain points of the primary TMC used by travel managers and their program?What are the travel technology strategies at companies?How many TMCs do travel programs use worldwide?3.Adoption of travel tech:How tech savvy are employees?What technologies do travel program
10、s currently use?What travel technologies are offered to employees?4.Tech trends:What is the state of NDC,mobile apps,and AI within travel programs?How aware are travel managers of these new features?What is their interest in these technologies?4The Evolution of Travel Program TechnologyKey highlight
11、s Technology is the most important factor when travel managers select a TMC,ahead of costs/fees,account management quality,and support.Three in five(59%)travel managers include technology as one of the most important factors when selecting a TMC.However,2 in 5 respondents(42%)include technology as o
12、ne of the top pain points of their primary TMC Almost all travel programs(96%)use an online booking tool(OBT),and as such,is the most popular technology component of a travel program.However,other technology solutions are less frequent including reporting dashboards,TMC mobile apps,re-shopping tools
13、,and single-use virtual payments to name a few This suggests many travel managers might largely associate travel technology almost exclusively with OBTs and thus,might be unaware of other solutions that can create efficiencies and streamline travel program components Few travel programs use their on
14、line booking tool to promote sustainability.Fewer than half say their OBT shows carbon emissions in search results(44%)or displays lower emission flights higher in search results(10%),provides sustainability messaging(4%)or is configured to exclude less sustainable options from search results(2%).Ho
15、wever,a decent number of travel managers are interested in configuring their OBT to do these things.These practices will likely become more common as sustainability concerns grow,OBTs design relevant key features and travel managers learn more about them There is widespread interest in chatbots.Seve
16、n in ten travel managers are interested in AI-enabled chat.These chatbots can answer traveler questions or help them make bookings Despite interest,chatbots are largely absent from most travel programs Fewer than half say their TMC app includes a chatbot that can answer traveler questions(44%)or a c
17、hatbot that can help travelers make bookings(29%).AI has the potential to dramatically transform how travel programs operate.Travel managers are widely interested in using AI to enhance reporting(87%),data cleansing(82%),personalization of search results(78%)and auditing of expense reports(62%).Trav
18、el manager understanding of NDC is mixed,with many being largely uninitiated with the standard.One-third(30%)of travel managers say they know“some but have more to learn,”while one in five say they know“virtually nothing”or only“a little”about NDC(20%each).While one in five(21%)report their program
19、offers NDC content through their TMC/OBT,one-third(34%)are unaware if their TMC/OBT offers NDC content suggesting NDC is not top-of-mind among many travel managers5The Evolution of Travel Program TechnologyTravel managers have multiple responsibilities,ranging from creating travel policies,to conduc
20、ting RFPs,to selecting travel-related technologies that support their program While the global pandemic halted most business travel in 2020 and 2021,travel managers are central to corporate travel programs and perhaps now more than ever as recovery unfolds When asked what the single most important r
21、ole they perform at their company,responses included:One in five(22%)cite overseeing the company relationship with their TMC Followed by conducting RFPs and/or negotiating supplier discounts(17%)Assisting travelers/troubleshooting reservations(12%)Developing or enforcing travel policies(12%)Selectin
22、g/implementing/overseeing technology(e.g.,booking tools itinerary management apps,etc.)(12%)Risk management/traveler tracking/duty of care responsibilities(11%)However,given the central role TMCs play in travel programs,its not entirely surprising that overseeing the TMC relationship is ranked the m
23、ost important role performed for many travel managers In addition,given that TMCs typically have technology in their package offerings,the selecting,implementing and overseeing of technology might not be as important a function for many travel managers Travel managers are central to corporate travel
24、 programs and perhaps now more than ever as recovery unfolds.TMCs and managed travel programsTravel Managers single most important role at companyOverseeing our companys relationship with a TMCConducting RFPs/Negotiating supplier discountsAssisting travelers/troubleshooting reservationsDeveloping or
25、 enforcing travel policiesSelecting,implementing,or overseeing techRisk management/traveler tracking/duty of careOther22%17%12%12%12%11%13%Q What do you consider the single most important role that you perform at your company?%of all respondents6The Evolution of Travel Program TechnologyKnowing that
26、 managing the TMC relationship is critical for travel managers,what are the most important factors they look for when selecting a TMC?Technology tops the list,with six in ten(59%)citing it as the most important factor,followed by TMC global footprint(45%),fees/costs(42%),and quality of account manag
27、ement/support team(40%).In fact,regardless of global region,technology is the most frequently cited factor travel managers consider when selecting a TMC Other important factors include the quality of travel agents(39%)and data analysis reporting/business intelligence(37%)an important function techno
28、logy can provideFactors not perceived as being particularly important(regardless of region)when selecting a TMC include:TMC supplier relationships/discounts(9%),ease of implementation(7%),sustainability consulting(4%)or TMC consulting services(4%).These findings suggest travel managers do not percei
29、ve these services are necessarily part of a TMCs central role and are thus not rated as highly compared to other TMC decision factorsMost important factors when selecting TMCTechnologyTMCs footprintFees/costQuality of account management/support teamQuality of travel agentsData analysis/reporting/bus
30、iness intelligenceTMCs supplier relationships/discountsEase of implementationSustainability consulting/dashboardingTMCs consulting servicesOther59%45%42%40%39%37%9%7%Q Thinking about your company,what are the most important factors when selecting a TMC?%of all respondents4%4%4%7The Evolution of Trav
31、el Program TechnologyAs travel managers recognize the importance technology plays in their program,their personal understanding of travel technology trends varies Indeed,a majority feel they have a“great”(15%)or“pretty good”(52%)understanding of travel technology trends However,a third rate their un
32、derstanding as“average”(29%)or“poor”(4%)demonstrating a need that could be improved with greater industry communication and education(i.e.,what technology options are available,how they work,and their benefits).Interestingly,travel managers in the APAC region(46%)are more likely to rate their unders
33、tanding of travel technology trends as being“average”compared to those based in North America(25%)and Europe(26%)who feel the same.2 in 3 Travel Managers have strong understanding of travel tech trendsTravel Manager understanding of corporate travel tech trends15%GreatAveragePoorVery poorPretty good
34、52%29%4%0%Q Do you feel you have?8The Evolution of Travel Program TechnologyTMCs offer a host of services to their clients including travel management,traveler assistance,consulting services,assistance with travel policy development,technology(often including an online booking tool,mobile app and da
35、ta visualization tool)and even employee leisure management So central are TMCs to corporate travel programs,that travel managers have a keen sense of what they need from a TMC In addition,travel managers have a strong understanding of TMC primary strengths and weaknesses,which in turn can impact the
36、ir selection of suppliers When asked to cite the top three strengths of their TMC,customer service features and TMC global reach were scored the highest.Specifically,travel managers ranked quality of account management/support team(50%),travel agent quality(44%),and TMC global footprint(i.e.,presenc
37、e in regions where their company operates;43%)as the most frequently cited TMC strengths Not far behind the list of top TMC strengths include technology(38%),fees/costs(32%)and data analysis/TMCs and the technology experiencereporting/business intelligence(26%).As travel managers cited overseeing th
38、e relationship with their TMC as their most important role,its not entirely surprising TMC support and global reach are perceived as top strengths,as these are attributes travel managers are likely to rely upon when managing their vendors Primary TMC Used:Strengths and Pain PointsI am fairly comfort
39、able managing technology,however take time to try and keep up with changes and updates as travel tech is a fast-moving world.TRAVEL BUYER,UNITED KINGDOMWhich areas are strengthsTop three answers allowedWhich areas are weaknesses Top three answers allowed 19%19%13%42%24%35%9%17%14%18%6%50%44%43%38%32
40、%26%13%8%6%2%3%Quality of account management/supportQuality of travel agents TMC footprintTechnologyFees/costData analysis/reportingTMC supplier relationships/discountsEase of implementationTMC consulting servicesSustainability consulting/dashboarding Other9The Evolution of Travel Program Technology
41、Technology strategy and travel manager expectations Conversely,when asked to rank key TMC pain points,issues surrounding technology and costs are ranked higher than the service-related concerns And while technology is the most important factor travel managers consider when selecting a TMC,it is also
42、 the most commonly mentioned pain pointIn fact,four in ten travel managers cite technology(42%)as the top TMC pain point,followed by data analysis/reporting/business intelligence(35%),and fees/costs(24%).It is noteworthy the top two cited pain points(technology and data analysis/reporting/BI)are clo
43、sely related suggesting technology,including the data analytics it generates,is challenging for many travel managers In fact,regardless of global region technology,data analysis/reporting/BI and fees/costs are the top three pain points for travel managers suggesting TMCs who can best address these c
44、oncerns will likely be successful in expanding their client roster and increase market shareGiven the importance of technology,the question of how it enters the program and travel managers expectations from it are important to understand the needs and opportunities for both TMC providers and the ind
45、ustry at large The pandemic drove a lot of consolidation and buyouts of tech-focused travel companies1 Some examples include 30 Seconds to Fly,WhereTo,Shep,Pana,TravelBank,Lola,Yapta,and Rocketrip2 Because of this,many companies are more reliant on TMCs for travel technology,as it can be more diffic
46、ult to obtain technology directly from startups and other providersTop TMC strengths50%Quality of account management/support team44%Quality of travel agents43%TMCs footprintTop TMC pain points42%Technology35%Data analysis/reporting/business intelligence24%Fees/costs1 https:/wwwbusinesstravelnewscom/
47、Procurement/Who-Bought-Whom-in-20202 https:/wwwbusinesstravelnewscom/Procurement/Who-Bought-Whom-in-202110The Evolution of Travel Program TechnologyMany travel managers(46%)say they obtain most of their travel technology from their TMC,but technology enters programs from external sources as well inc
48、luding direct agreements with other partners such as OBTs,risk management firms,start-ups and/or apps.One in four travel managers report they obtain all(23%)or at least some(23%)of their travel program technology from their TMC Travel managers based in the APAC region(39%)are more likely to obtain a
49、ll technology through their TMC and/or TMC partners compared to those based in North America(23%)and Europe(14%).Less than one in ten(7%)programs overall obtain all their technology through direct agreements with providers including OBT providers,risk management firms,start-ups or app providers With
50、 one-quarter of travel managers reporting their program obtains most technology from direct provider agreements,many likely associate travel technologies with OBTs Thus,they might be unaware of other options and technology providers outside OBTsWe obtain most of our travel program technology through
51、 our TMC or our TMCs technology partners but we also obtain technology through direct agreements with other providersWe obtain all of our travel program technology through our TMC or our TMCs partnersWe obtain most of our travel program technology through direct agreements with providers such as OBT
52、 providers,risk management firms,start-ups,or app providers but we also obtain technology through our TMC or our TMCs technology partnersWe obtain all of our travel program technology through direct agreements with providers such as OBT providers,risk management firms,start-ups,or app providersOther
53、46%23%23%7%1%of all respondentsWhat best describes your companys technology strategy?As a new travel manager,I am still getting a feel for the tools we utilize.I rely heavily on my team,and they have a high comfort level with the tools.Our biggest challenge is integration of all systems owned by the
54、 TMC and our organization and getting them to function reliably and update regularly.TRAVEL BUYER,UNITED STATES11The Evolution of Travel Program TechnologyCentral to travel manager expectations of TMCs is offering a consistent technology experience across every region or market where the company ope
55、rates.On average,nine in ten(94%)say a consistent experience is either“very important”or“important”with travel managers based in Europe(97%)and North America(96%)being slightly more likely than those based in APAC(84%)to rate a consistent experience as important Yet despite the importance of a consi
56、stent experience,the amount of time spent managing,implementing,overseeing or using travel program technology vary.One-third(35%)spend less than 10%of their time doing so,while two in five(41%)spend anywhere between 10%and 25%of their worktime managing technology.Finally,one in five(19%)travel manag
57、ers report they spend between 25%and 50%of their time managing technology.The wide range of time managers spend handling travel technology suggests many might find it challenging,and/or their company might use multiple technology platforms which require more time to manage Many travel managers,parti
58、cularly those who spend more than 25%of their time managing technology,might be more open to streamlining travel technology to help reduce the amount of time they spend managing it Time spent managing technology35%41%19%4%1%10%10%-24%25%-49%50%-74%75%+Q.Thinking about your role,approx.how much time
59、do you spend selecting,implementing,configuring and offering on-going training/support for travel technology?I am comfortable managing the technology piece of the travel program,but I am not a tech person and need programs to handle updates,design,etc.TRAVEL BUYER,UNITED STATES12The Evolution of Tra
60、vel Program TechnologyOther travel manager needs provide insights into why many spend a larger percentage of their time managing technology When asked to name top needs with their primary TMC technology offerings,travel managers report they have several needs including faster support via chat functi
61、onality(34%),better ways to communicate with their travelers(33%),consistent booking experiences across multiple OBTs(30%),assurances of traveler safety(29%),consistent itineraries regardless of tech device used(26%)and smoother integration with HR feeds(26%).Interestingly,few(6%)cite they need bett
62、er data protection,indicating technology providers and internal IT departments provide strong protection via security systems and firewalls.Given the variety of TMC technology needs cited,travel managers value solutions that give them back time When travel managers assess the strongest core TMC tech
63、nology offerings,over half(55%)cite the OBT,followed by the data visualization/reporting tool(37%)and TMC mobile app(28%).Other features perceived as being strong include TMC integration with other corporate tools and systems(25%)and risk management/duty of care technology(19%).Travel Manager Needs
64、From Primary TMC Tech I need a faster means of support,e.g.chatI need a better way to communicate directly with travelers I need to use different OBTs across the program but need a consistent booking experience I need more assurance through travel alerts and notifications that my travelers are safe
65、when they are on the goI need itineraries to be more consistent across mobile,desktop and email I need a smoother integration with my existing HR feedsI need better protection of data Other None of the above%of all respondents34%33%6%6%18%30%26%26%29%Strongest and Weakest Core TMC Tech OfferingsTMCs
66、 online booking tools TMCs data visualization/reporting toolTMCs mobile app TMCs integration with other tools/systems TMCs risk management/duty of care tech Other Not sureWeakest offeringStrongest Offering17%55%27%37%10%28%17%25%7%19%6%4%15%13%13The Evolution of Travel Program TechnologyGiven the im
67、portance of dashboarding/reporting,as well as the wide proliferation of mobile apps that can simplify tasks for users,its not entirely surprising a majority of managers report their program have these tools/platforms However,some newer technology solutions are less common including hotel(35%)and air
68、 re-shopping(31%)solutions,single use virtual payments(22%)and off-channel booking capture tools(19%).Many travel managers might be uninitiated with newer solutions that can automatically re-book or permit crossover interaction with other technologies Yet there are providers and TMCs that can incorp
69、orate newer solutions and demonstrate those benefits,from saving time and money to reporting options When asked to assess the likelihood of incorporating new technologies in their programs,two-thirds of managers who do not currently have an OBT(67%)and/or analytics dashboarding technology say they a
70、re likely to do so in the next year However,roughly one-third of travel managers whose programs do not currently include a TMC mobile app(38%),air(37%)and As over half feel technology provided by their TMC as being the strongest OBT offering,we can assume many travel managers might associate travel
71、technology as largely being the OBT itself But there are solutions beyond OBTs that can also help streamline travel program technology Travel technology adoption and create efficiencies.In a similar vein,travel managers cite TMC data visualization and reporting tools as a strong offering(37%),but on
72、e in four(27%)also cite it as a weakness.Given the industry shift to data analytics and visualizations,there is an increased need for digital options Looking specifically at the technology tools and platforms used by travel programs,most report using an OBT(95%),reporting/analytics dashboarding tech
73、nology(73%),and a mobile TMC app(63%).hotel re-shopping(35%)tools,single-use virtual payments(32%)and off-channel booking tools(32%)expect to incorporate these solutions within the next yearTechnology implementation has been,and will always be,difficult given the many security and IT issues which co
74、me about when implementing an external system onto a company network.I would add it is just as difficult for the supplier.TRAVEL BUYER,UNITED STATES14The Evolution of Travel Program TechnologyThe lack of awareness surrounding these technologies,as well as how they can benefit travel programs,might e
75、xplain the relatively lower adoption expectations among travel managers It also presents an opportunity for technology providers to introduce these solutions to travel managers and communicate benefits.Tools and Platforms Currently UsedOnline booking tool(OBT)Reporting/analytics dashboardTMC mobile
76、appHotel re-shopping toolAir re-shopping toolSingle-use virtual paymentOff-channel booking capture toolOtherNone of the above95%73%63%35%31%22%19%4%1%of all respondentsLikelihood Program Will Begin Using Within Next Year Online booking tool(OBT)Reporting/analytics dashboardTMC mobile app Air re-shop
77、ping tool Hotel re-shopping tool Single-use virtual payment Off-channel booking capture tool67%65%38%37%35%32%32%very likely and likely 15The Evolution of Travel Program TechnologyTravel technology:a closer look There are a number of business travel start-ups that offer technology However,only some
78、travel programs currently use these These include:Dining rebate programs:Dinova offers a dining rewards program tied to corporate credit cards When an employee uses a corporate credit card at certain partner restaurants and chains,the employee can earn rewards,or their company can earn rebates.One i
79、n five travel programs(21%)currently participate in one of these programs Parking reservation apps:Some platforms(e.g.,Spothero)allow travelers to pre-reserve parking near their destination In some cases,travel programs can have a business account or formal relationship with one of these parking tec
80、hnology providers.However,only 8%of travel managers say they currently offer this to their employees Gamification:Gamification platforms(e.g.,Rocketrip)give companies the ability to reward travelers for saving money For instance,if a traveler books a cheaper flight than their companys policy allows(
81、e.g.,flying economy class instead of business class),the platform might reward them with points that they can redeem for cash or gift cards Seven percent of travel programs currently use one of these platforms Jet lag apps:Jet lag apps(e.g.,Timeshifter)help international jetsetters adjust to new tim
82、e zones.These apps recommend when to sleep,avoid caffeine,and get exposure to bright light Travel programs can partner with one of these companies to offer the app to all of their companys employees However,none of the travel programs surveyed currently do so Technology Offer to Employees21%Dining r
83、ebate program(e.g.Dinova)63%None of the above 10%Automated expense auditing(e.g.AppZen)8%Parking reservation app(e.g.Spothero)8%Rebooking app(e.g.Freebird)7%Gamification tool that rewards travelers 2%Flight disruption predictor(e.g.Lumo)3%Other16The Evolution of Travel Program TechnologyDashboarding
84、Looking more closely at current travel technology used by programs can provide insights into both travel manager awareness,as well as gaps which can identify opportunities for the industry For decades,TMCs have provided clients with reports that help them understand travel spending,policy compliance
85、,and opportunities for improvement Recently,TMCs and other industry players have shifted from providing static reports to online interactive dashboards However,this transition is still largely a work in progress While two-thirds of travel programs(68%),use a reporting/analytics dashboard:Only two-th
86、irds say their tool allows them to build customized reports Half(50%)say it shows real-time data Only one-third(33%)say it allows them to combine data from multiple sources This could explain why a decent number of respondents(35%),identify data analysis/reporting/business intelligence as a pain poi
87、nt of their primary TMC This trend is consistent across all regions surveyed as well,suggesting the opportunity to promote additional solutions would likely be well receivedI think using a program to manage the travel across the organization allows us better control on expenses on one hand,but also
88、provides us a lot of information in real time which now is very important.TRAVEL BUYER,ITALYFeatures of Reporting/Analysis DashboardAllow to build customized reportsShow real-time dataCombine data from multiple sourcesOtherNone of the above 68%50%33%5%9%17The Evolution of Travel Program TechnologyTM
89、C mobile appsOther opportunities exist to enhance technical features,particularly with TMC mobile apps TMC apps are making a slow transition from pure itinerary management apps to more robust tools that people can use to self-manage travel Two-thirds(63%)of travel managers report their platform uses
90、 a TMC mobile app However,the app features provided are often more informative and transactional in nature,and less interactive and customizable.For example:A majority of TMC mobile apps provide itinerary management(87%)Travel booking(82%)Travel updates/alerts(74%)Risk/safety alert information(67%)L
91、ess common TMC app features include:Rebooking capabilities(47%)Chatbot abilities to answer traveler questions(44%)Ability to connect to a live agent if needed(40%)Permit trip approvals via the app(34%)Additional(rarely offered features)include chatbots that help travelers make reservations(29%)and t
92、he ability to message travelers directly through the app(23%).Given the relative widespread adoption of TMC mobile apps in travel programs,features that allow interactive communications with travelers(either with a live agent or a chatbot)will likely be well received.Features Included with TMC Mobil
93、e AppItinerary management Booking Travel updates/alertsRisk alerts/safety informationRebookingChatbot answers traveler questionsChatbot to live agent if needed Trip approvals can be complete through a mobile app Chatbot can help travelers make bookingsTravel managers can message travelers through th
94、e app87%82%74%67%47%44%40%34%29%23%features used with TMC Mobile App18The Evolution of Travel Program TechnologySustainabilityGiven increasing industry concerns about sustainability and carbon reduction,opportunities for OBTs to help promote sustainability would likely be well received by travel man
95、agers and travelers alike Few OBTs provide sustainability information,despite growing concerns surrounding environmental issues and carbon reduction In fact,fewer OBTs provide carbon emission results in search results(44%).Other sustainability-related information provided by the OBT is less common,i
96、ncluding hotel sustainability ratings(14%),lower carbon flights prioritization(10%)and hotels with higher sustainability ratings(7%)in search results.Given the relatively few sustainability-related information features incorporated in many OBTs,additional opportunities exist for OBTs and TMCs to inc
97、orporate sustainability metrics and will be well received by travel managers as they seek to include sustainability in their travel programs Despite the relatively low incorporation of sustainability measuring features in OBTs,interest in promoting sustainable business travel is strong In fact,trave
98、l managers express strong interest in OBT features that provide sustainability information for their travelers,including search results that provide hotel sustainability certifications(74%),carbon emission information(70%),prominent placement of hotel sustainability ratings(66%),sustainability messa
99、ging(65%),and lower flight CO2 information when searching for flights(63%).However,fewer travel managers(39%),are interested in OBT features that exclude less sustainable options from search results,suggesting many managers might still be assessing how they want to incorporate sustainable practices
100、into their travel program and as such,might not want travel options excludedSustainability Features Used in Current OBT Interest in OBT FeaturesDisplays carbon emissions of flights in search resultsDisplays hotel sustainability ratings/certification in search results Configured to display lower carb
101、on flights higher in search resultsConfigured to display hotels with high sustainability ratings/certification in search resultsProvides sustainability messagingConfigured to exclude less sustainable options in search resultsOther 44%14%44%10%7%4%2%6%Displays hotel sustainability ratings/certificati
102、on in search resultsDisplays carbon emissions of flights in search results Configured to display hotels with high sustainability ratings/certification in search resultsProvides sustainability messagingConfigured to display lower carbon flights higher in search results Configured to exclude less sust
103、ainable options in search resultsOther70%74%66%65%63%39%5%19The Evolution of Travel Program TechnologyNDCNDC(New Distribution Capability)is a travel industry-supported program introduced by IATA for the development and market adoption of an XML-based data transmission standard(i.e.,NDC standard).The
104、 standard seeks to enhance the capability of communications between airlines and travel agents and is open to any third party,intermediary,IT provider or non-IATA member,to implement and use3 First introduced in 2012,it has yet to reach widespread adoption among many travel programs,and many travel
105、managers are largely uninitiated to the standard In fact,only one in three travel managers describe themselves as being“pretty knowledgeable”(27%)or“know everything about it”(3%).An additional third(30%)say they know“some but have more to learn”while one in five travel managers report they know“virt
106、ually nothing”or only“a little”about NDC(20%each).These findings are not entirely surprising,as only one in five(21%)travel managers report their program offers NDC content through their TMC/OBT.In fact,one-third(34%)say they are unaware if their TMC/OBT offers NDC content,so NDC is not top of mind
107、among many travel managers However,half report they have had conversations with airline partners(51%)and their TMC(52%)about NDC,which can help raise awareness and potential adoption into the travel program It is noteworthy that European travel managers are more likely than their North American coll
108、eagues to use NDC,as well as have conversations with their airline partners and TMC 3 https:/wwwiataorg/en/training/pages/ndc/NDC in Travel Programs Currently offer NDC content through TMC/OBT 21%45%34%Had conversations with airline partners about NDC51%32%18%Had conversations with TMC about NDC52%2
109、8%20%20The Evolution of Travel Program TechnologyReporting:TMC harnesses AI to generate custom reports in real timeData cleansing:AI helps merge data from multiple sources,detecting and removing duplicatesPersonalization:TMC/OBT offers personalized search results based on traveler preference and com
110、pany policyChat:Chatbot uses AI to answer traveler questions and make bookings Auditing:AI enables automation of expense reports87%82%78%69%65%very interested+interestedArtificial intelligence(AI)Artificial intelligence(AI)is the simulation of human intelligence processes by machines,especially comp
111、uter systems.Specific applications of AI include expert systems,natural language processing,speech recognition,and machine vision AI applications can include advanced web search engines(e.g.,Google),recommendation systems(used by YouTube,Amazon and Netflix),understanding human speech(such as Siri an
112、d Alexa),self-driving cars(e.g.,Tesla),automated decision-making,and competing at the highest level in strategic game systems(such as chess and Go).In the travel industry,AI incorporates chatbots that can help with bookings,answer questions,data cleansing,expense report auditing and reporting to nam
113、e a few Many travel managers might not be familiar with AI specifically,however,they are largely interested in AI innovations that can assist the travel program In fact,a majority of travel managers(regardless of region)are interested in AI business travel innovations that assist with:Real-time repo
114、rting(87%)Data cleansing(82%)Personalization of search results(78%)Chatbots(69%)Auditing of expense reports(62%)Clearly,travel managers are interested in technology features that help streamline the program and create efficiencies.Interest in AI-Related Business Travel Innovations 21The Evolution of
115、 Travel Program TechnologyThe rapid pace of travel technology innovation continues to present tremendous opportunities for travel managers and managed travel programs alike Given that technology offerings are one of the most(if not the most)important factor when travel managers select a TMC,it is cr
116、itical TMC suppliers not only offer a comprehensive roster of technology offerings but can communicate the benefits of newer technology features to oftentimes uninitiated travel managers Indeed,as most travel programs obtain their travel technology from their TMC provider,it is imperative providers
117、have a solid understanding of not only what technology is available,but why it would help travel managers solve challenges that impact the program As many travel managers likely associate travel technology almost exclusively with OBTs,there are learning opportunities for travel buyers to explore mor
118、e options from TMCsSummary 22The Evolution of Travel Program TechnologyMandatedGuidelinesNationalMulti-nationalGlobalLess than$10 million$10 million to less than$30 million$30 million or moreNot sure54%45%15%25%59%28%22%5%46%Methodology Data collected from February 14 March 21,2022 An email invitati
119、on was sent to 2,818 travel managers.FCM promoted the survey to their APAC contacts as well 309 travel managers based in the US,Canada,Europe and APAC responded to at least one question Among them,194 travel managers who qualified for the study completed the entire survey for a response rate of appr
120、oximately 7%.Respondents qualified if:o They are based in the United States,Canada,Europe or APAC regiono They are involved in managing or procuring travel on behalf of their companyo Their company uses a TMC for any product or serviceRespondent ProfileTravel policyTravel spendCompany reach23The Glo
121、bal Business Travel Association(GBTA)is the worlds premier business travel and meetings trade organization headquartered in the Washington,DC area with operations on six continents.GBTAs members manage more than$345 billion of global business travel and meetings expenditures annually GBTA delivers w
122、orld-class education,events,research,advocacy,and media to a growing global network of more than 28,000 travel professionals and 125,000 active contacts To learn how business travel drives lasting business growth,visit www.gbta.org.FCM is one of the largest travel management companies in the world,a
123、nd the flagship global business travel division of Flight Center Travel Group.Operating in over 97 countries across the world,FCMs team exists on a truly global scale Dedicated to supporting each other and staying connected,so that travelers know theyre in good hands,no matter where they are in the
124、world Globally connected,flexible,and a little unconventional FCM make sure that wherever travelers are going,they can do it their way Whether customers have regular international travel needs,take single trips at the last-minute,or want to consolidate their business travel services and costs across multiple countries FCMs global network has the experience,reach and negotiating strength needed in a travel partner Discover the alternative at About GBTA About FCM