The Business Travel Magazine April/May 2019

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TECHNOLOGY [ DUTY OF CARE ] DISRUPTION DETECTION Can TMCs use data and artificial intelligence to improve traveller wellbeing and duty of care processes? Linda Fox reports Duty of care and traveller wellbeing are considered the two biggest challenges for business travel buyers in 2019. A survey from Traveldoo released earlier this year reveals 73% of buyers ranked duty of care as the biggest challenge, followed by traveller wellbeing at 70% and data security at 65%. The finding is supported by similar research from FCM, which showed duty of care remains high on the agenda this year alongside distribution concerns and data. The travel management company also stresses the increasing need for TMCs to incorporate data into traveller safety, no matter which booking channel is used. With so much talk about machine learning and artificial intelligence, as well as other emerging technologies such as augmented and virtual reality, TMCs are beginning to explore how they might make best use of these developments. One TMC sees applications for AI and machine learning in predicting the likelihood of disruption and being proactive in finding alternative travel arrangements. Sarah Hale, Director of Engineering at Click Travel, says it is already exploring the use of AI with its travel assistant to help determine what responses to queries can be automated depending on how frequently they are asked and the speed with which they can be resolved. “The tech is going to have to advance to become truly useful in these scenarios, but it’s exciting to think these opportunities may be part of the standard travelling experience in the future,” says Hale. Risk mitigation business Drum Cussac believes machine learning has the potential to revolutionise how companies approach and manage risk. In its Future of Risk report the company’s Chief Technology Officer, Alistair Wyse, says technology could be employed to tailor alerts to specific travellers as opposed to the more blanket approach used today. Wyse says machine learning can be used to identify who may be impacted by an incident based on their location, as well as past behaviour such as mode of transport. He also sees potential for machine learning in pre-travel training which draws on detailed profile information including past behaviour and experiences. The company goes a step further by imagining how augmented reality might be used with machine learning to provide travellers with a virtual overlay of risks in real time and in an area they are visiting. It also foresees a scenario for security managers to use virtual reality to review incidents and fine tune response. While much of this may still sound science fiction, a number of companies have incorporated emerging technologies into prototypes. Concur, for example, released details last year of a VR-based duty of care initiative. For many however, there is still a lot of work needed in just getting the basics right. Machine learning has the potential to revolutionise how companies approach and manage risk” Mike Atherton, Chief Executive of Mantic Point, a specialist in mobile technology, says what the travel management community needs most is “contextually relevant information at the right time”. But even before that a crisis management plan must be in place. “Technology won’t deliver unless people know how to act during an event,” he says. Once that’s there, he believes the role of technology currently is in reducing the time it takes for a travel manager to take action. 36 THEBUSINESSTRAVELMAG.COM
MEET THE BUYER meet SUZANNE WADE Suzanne Wade arranges travel for Key Assets’ CEO and directors. She tells us about her role at the Birmingham-based organisation Key Assets, The Children’s Services Provider, is an international social enterprise providing children and family social services in eight countries across Europe, North America and Asia Pacific. I joined Key Assets in May 2017 as a Senior Business Support Officer and am based at our head office in Birmingham. I’ve previously held roles in the charitable, education and travel sectors. I arrange business travel for the Group CEO, other senior managers and company directors. Time spent on business travel arrangements can vary depending on what meetings or events are planned or scheduled during the year. I also provide support to the Group CEO and coordinate reporting and business planning processes as well as projects, as they arise. Every day is different and rewarding. We have a number of people across the organisation who are designated ‘travel bookers’ and liaise locally with our preferred travel partners. We employ over 1,200 full-time and parttime staff across the eight countries we work in. Approximately 25 people travel extensively on business and a number of others travel periodically. Our senior team in the UK travels extensively visiting our worldwide offices. Our regional CEOs and directors are more likely to undertake domestic travel with some international travel for global summits and meetings. Our regular destinations are reflected by where we operate but we have some remote locations like Halls Creek in the East OUT OF THE OFFICE "My two passions are history and travelling. Last summer our family holiday was a road trip to Spain. We combined the beaches, cities and wine regions. The kids loved the beaches and I got to visit lots of historical places!" Kimberley area of Australia or Goose Bay in Labrador, Canada, for example. We also deliver services on Norfolk Island in the South Pacific. Inbound travel to the UK is also high on the list. Our travel bookings are based not only on getting value for money but also speed in terms of the best route to a destination. There aren’t many social enterprise organisations like us whose operations extend to different parts of the world. We work with Corporate Traveller as our TMC in the UK, but also sometimes use self-booking tools. Katie is our dedicated consultant at Corporate Traveller and she is brilliant – she always provides great service, responds to my queries in a very timely manner and gives clear and accurate information, all of which helps us make our travel arrangements efficiently. We have a very comprehensive travel policy in place and it is effective. It sets out clear expectations regarding travel and helps us ensure that we are all working to company requirements. We don’t really experience any challenges in arranging travel for employees as our policy provides a clear framework. Everyone knows what to expect and how to arrange travel. Obviously, cost is a factor and this is clearly a big influencer in how our travel arrangements our organised. Our travel policy is comprehensive and effective. It sets out clear expectations and helps us ensure we all work to company requirements” THEBUSINESSTRAVELMAG.COM 37
Page 1 and 2: 75 April/May 2019 fit for purpose W
Page 3: ARRIVALS Contents APRIL/MAY 2019 38
Page 6 and 7: ARRIVALS OPENING SHOTS Eye-catching
Page 8 and 9: ARRIVALS EVERYONE'S TALKING ABOUT..
Page 10 and 11: ARRIVALS SIX OF THE BEST Six of the
Page 12 and 13: awards meet the winner Martin Hayes
Page 14 and 15: Traveller wellbeing SOUL purpose Ho
Page 16 and 17: Travel and Events We’re with you,
Page 18 and 19: Xxxxxxx Traveller Xxxxxxxx wellbein
Page 20 and 21: THE CONVERSATION Chief Executive, F
Page 22 and 23: THE BIG PICTURE Bleisure centre TOK
Page 24 and 25: SERVICED APARTMENTS 24 THEBUSINESST
Page 26 and 27: One agency 7 global offices 1,096,5
Page 28 and 29: Los Angeles Rio de Janeiro Mexico C
Page 30 and 31: SERVICED APARTMENTS long-stay disc
Page 32 and 33: SERVICED APARTMENTS At a time when
Page 34 and 35: EVENT PREVIEW The Business Travel C
Page 38 and 39: CONSULTANTS HELP is at hand When ti
Page 40 and 41: TALKING TRAVEL Going global Kevin M
Page 42 and 43: The Business Travel Magazine Golf M
Page 44 and 45: THE REVIEW T H E L O W D O W N TMC
Page 46 and 47: THE REVIEW I N T H E A I R Average
Page 48 and 49: THE REVIEW R O O M R E P O R T QuEE
Page 50 and 51: THE REVIEW O N T H E G R O U N D Dr
Page 52: THE REVIEW O N T H E M O V E EVENTS
Page 55 and 56: IT's a significant area of spend fo
Page 57 and 58: Introduction / Rail travel This aut
Page 59 and 60: F R E E W I - F I ON ALL OUR TRAINS
Page 61 and 62: £ Spend management / Rail travel
Page 63 and 64: Hello Business Hello Business Direc
Page 65 and 66: Spring Sparkle PA & EA Networking E
Page 67 and 68: Operator update / Rail travel Inves
Page 69 and 70: Operator update / Rail travel optio
Page 71 and 72: WE’RE BETTER CONNECTED. Travel by
Page 73 and 74: Booking tools / Rail travel THEBUSI
Page 75 and 76: The rail API trusted by leading bra
Page 77 and 78: Overseas / Rail travel [ INTERNATIO
Page 79 and 80: CONFERENCE
Page 81 and 82: DEPARTURES Meeting in Liverpool Hom
Page 83 and 84: DEPARTURES On business in... Singap
Page 85 and 86: DEPARTURES Economic and Trade Agree
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Box, Box, Box... We enable agencies
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DEPARTURES FLIGHT: BRITISH AIRWAYS,
Page 91 and 92:
Business & leisure in equal measure
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The Business Travel Magazine April/May 2019

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