Innovations in Business Travel
Despite online meetings, communication technologies, tariffs, and national entry restrictions—all of which can factor into a decrease in bookings—business travel isn’t going anywhere. In February, 80 percent of Amex GBT’s top 100 customers said their travel spending will either remain steady or increase this year. These stats are coming in after years of post-pandemic increases in business travel, and the new “remain steady” numbers are still clocking in larger than pre-pandemic figures. That’s why leading companies are leveraging technology—not to replace business travel, but to elevate it.
“Better” often looks like simplifying the process for employees who book their own travel and those who book travel for others. A whopping 94 percent of travel and expense management decision-makers at companies want an all-in-one solution for travel, reimbursement, and expense management, while only 58 percent of those same decision-makers currently understand all the travel-related fees they are currently dealing with.
That’s why Amex GBT has spent more than 100 years building relationships within the industry to create the most valuable marketplace in travel, which brings global travel buyers and sellers together in one place. Access to the marketplace is enabled by Amex GBT’s range of technology solutions, which are fit to meet the specific preferences of a company’s travel program. Here, users can experience a customized and self-service environment—from travel booking and expensing to automatic rebooking and reimbursement. As a global business travel leader, Amex GBT manages travel for 20,000 companies and operates in 120 countries. All of that familiarity has led to a unique approach to simplifying every user experience.
“What innovation looks like to our customers is what matters,” says John Sturino, senior vice president of product and engineering. “Our customers are saying, ‘I see this feature here and I want to see it here.’” To him, innovation means taking something from one context and applying it to a different context—like automatically contacting travelers who are experiencing a travel delay or disruption by notifying them of the effects it has on their travel and then asking if they need support, instead of waiting for travelers to initiate customer support contact. This improves the customer experience in ways that they didn’t know were even possible.
That inspiration and approach is how certain solutions and products offered by Amex GBT came to be. Amex GBT Select allows companies to incorporate Amex GBT tools into existing technology to fill any gaps that exist within their current program without a total rehaul. Similarly, companies that prefer using a third-party booking tool can integrate that software as well. For the spending and reimbursement aspect of business travel, Amex GBT Neo allows managers to easily track their company travel spend while helping employees stay within policy and get reimbursed quickly.
A New Era of Efficiency
No matter where you look these days, every company, industry, and platform is touting its latest AI-driven tool, promising ease, efficiency, and problem-solving capabilities. But one industry where AI hasn’t hit its stride yet is travel. The travel industry is highly fragmented, with numerous players and constant changes, making it challenging to integrate AI across ecosystems. Additionally, travel is one area where customers report preferring traditional, human-to-human interactions over AI-driven services. According to recent research, 64 percent of US-based travelers prefer live agents to support them when facing disruption.
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