The Path to Innovation: Insights on the New Frequent Business Traveler

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Strategies and Ideas for Travel and Expense Program Management

The job of today’s travel and expense program manager is more exciting and diverse than ever. New technologies, changing corporate demographics and increased global business travel have created an environment of almost constant change in travel and expense management. Many organizations recognize that business travel is undeniably important, relevant and here to stay.

At the same time, the role of program managers is increasingly important to the organization. In addition to having a myriad of responsibilities, program managers act as conductors of the tools and services that protect, comfort and assist business travelers on the road while still focusing on driving savings to their organizations.

To further unearth and understand the key areas of change and opportunity in travel and expense management, we conducted a research study to get to the heart of these issues. As a leader in the global travel industry, American Express noticed that consumer-like technologies, combined with changing travel patterns and shifting demographics, were potentially disrupting corporate travel programs while also creating new efficiencies and opportunities for both travelers and companies alike.

Through a partnership with PhoCusWright, the travel industry research authority, we discovered that travel program managers are already enhancing their programs by harnessing the power of technology, as well as tapping into frequent traveler insights that present the optimal win-win-win: traveler benefits, program manager benefits and company benefits.

This white paper examines the impact of these converging trends on managed travel programs and the implications for both the traveler and the company. It uncovers the expectations of frequent business travelers and reveals what innovative travel and expense management program managers are doing to modernize their roles, engage travelers, optimize programs, boost traveler performance and ultimately drive compliance and program success.