Welcome , thank you for joining us today
Transcript of Welcome , thank you for joining us today
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Welcome , thank you for joining us today
The event will begin shortly We start at 14:00/2pm
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LIVE PRESENTATION IN PROGRESS
Welcome back Yanik Hoyles Director Distribution, IATA
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Aleks Popovich SVP, Financial,
Distribution & Data
Services IATA
Yanik Hoyles
Director Distribution IATA
Tamur Goudarzi Pour CCO & SVP Revenue
Management &
Distribution Hub Airlines
Swiss international Air Lines
Lufthansa Group
Nina Wittkamp Expert Associate Partner
McKinsey & Company
Andrew Matters Deputy, Chief Economist
IATA
SPEAKERS TODAY
Claudia Adams
Travel Manager
Allianz Technology SE
Aleks Popovich SVP, Financial,
Distribution & Data
Services IATA
Yanik Hoyles
Director Distribution IATA
Tamur Goudarzi Pour CCO & SVP Revenue
Management &
Distribution Hub Airlines
Swiss international Air Lines
Lufthansa Group
Nina Wittkamp Expert Associate Partner
McKinsey & Company
Andrew Matters Deputy, Chief Economist
IATA
Caroline Strachan
Managing Partner
Festive Road
(Moderator)
Scott Ward
Global Head Partnerships
CTM
John Bukowski
VP Content Acquisition
Amex GBT
Andrew Chase
Airline Partnerships
TripActions
Michel Rouse
VP Global Customer
Solutions
FCM
Paul Tilstone
Managing Partner
Festive Road
(Moderator)
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Competition law guidelinesDo not discuss:
• Any element of prices, including fares or service charges
• Commissions
• Allocations of customers or markets
• Marketing plans, commercial terms or any other strategic decision
• Group boycotts
• Your relations with agents, airlines, system providers or other third parties
• Any other issue aimed at influencing the independent business decisions of competitors
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1 The Importance of The Distribution Evolution in a COVID-19 restart context
2
4
3
5
Setting the context, hear from the Director Distribution, IATA
Corporate Travel Management (CTM)CaseStudy #1:
American Express GBTCaseStudy #2:
FCM Travel SolutionsCaseStudy #3:
TripActionsCaseStudy #4:
6
Contents
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LIVE PRESENTATION IN PROGRESS
The Importance of The Distribution Evolution in a COVID-19 restart context
Tamur Goudarzi PourCCO Swiss & Senior Vice President Revenue Management/Distribution Lufthansa Group Hub Airlines and Chair of the IATA Distribution Advisory Council (DAC)
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1 The Importance of The Distribution Evolution in a COVID-19 restart context
2
4
3
5
Setting the context, hear from the Director Distribution, IATA
Corporate Travel Management (CTM)CaseStudy #1:
American Express GBTCaseStudy #2:
FCM Travel SolutionsCaseStudy #3:
TripActionsCaseStudy #4:
6
Contents
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Setting the context
Yanik Hoyles, Director Distribution, IATAPaul Tilstone, Managing Partner, Festive Road
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LIVE PRESENTATION IN PROGRESS
TMC Case StudiesCaroline Strachan Managing Partner, Festive Road
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1 The Importance of The Distribution Evolution in a COVID-19 restart context
2
4
3
5
Setting the context, hear from the Director Distribution, IATA
Corporate Travel Management (CTM)CaseStudy #1:
American Express GBTCaseStudy #2:
FCM Travel SolutionsCaseStudy #3:
TripActionsCaseStudy #4:
6
Contents
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LIVE PRESENTATION IN PROGRESS
OBT examples shown live/see recording
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www.travelctm.com
CTM NDC Integration.
Scott WardGlobal Head of Partnerships
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CTM Technology Hubs
Providing localised travel solutions to customers around the world.
Introduction to CTM.
ASIA
HQ: Hong Kong,
plus Singapore,
China, Taiwan &
Macau
UK / EU
HQ: London,
plus UK,
France,
Germany
Australia & New
Zealand
HQ: Brisbane
North America
HQ : Denver
(Col), plus
Canada
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Region Tech hub location
ANZ Sydney, Australia
EMEA Hale, Europe
NA Los Angeles, California
ASIA Hong Kong
Goal: Accelerate speed to market and tailor client development, in-region, for region.
Technology Hubs Strategy
Regional tech hubs.
• Speed to market
• Agile Methodology
• Local decision making on priorities
• Influence technology development and direction through
local engagement
• Ability to maximise all industry, supplier, customer and
cultural in market requirements
• Not reliant on a 3rd party to drive our innovation
• Global Peers - best practice sharing, leverage and
collaboration
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Content Factory
CTM Technology
CTM Content Factory is the core component of the
CTM distribution architecture
Manages preferencing, decision logic, connection
point of all inputs and outputs
Ensures ownership of our distribution and data flow
and decision control for future changes
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CTM Content Factory
CTM Content Workflow
Customers
Invoices, Itineraries & Reporting
MBO
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CTM Content Factory
CTM Content Workflow
Customers
Invoices, Itineraries & Reporting
MBO
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Go to the Q&A panel at the lower right side of your screen.
QUESTIONS
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1 The Importance of The Distribution Evolution in a COVID-19 restart context
2
4
3
5
Setting the context, hear from the Director Distribution, IATA
Corporate Travel Management (CTM)CaseStudy #1:
American Express GBTCaseStudy #2:
FCM Travel SolutionsCaseStudy #3:
TripActionsCaseStudy #4:
6
Contents
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American Express Global Business Travel (GBT) is a joint venture that is not wholly owned by American Express Company or
any of its subsidiaries (American Express). “American Express Global Business Travel,” “American Express,” and the American
Express logo are trademarks of American Express and are used under limited license.
GLOBAL SUPPLIER RELATIONSGBT Distr ibution 6.18.2020
IATA Distribution Update
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This document contains unpublished, confidential, and proprietary information of American Express Global
Business Travel (GBT). No disclosure or use of any portion of these materials may be made without the express
written consent of GBT. © 2020 GBT Travel Services UK Limited.
Topics for Discussion
• INTRODUCTION: WHAT WE ARE HEARING FROM
CLIENTS, SUPPLIERS, INDUSTRY BODIES AND
TECHNOLOGY PROVIDERS
• UPDATE ON SUPPLIER RETAILING
• UPDATE ON SUPPLIER MERCHANDIZING
• WRAP-UP/CONCLUSIONS
15
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This document contains unpublished, confidential, and proprietary information of American Express Global
Business Travel (GBT). No disclosure or use of any portion of these materials may be made without the express
written consent of GBT. © 2020 GBT Travel Services UK Limited.
Introduction
16
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This document contains unpublished, confidential, and proprietary information of American Express Global
Business Travel (GBT). No disclosure or use of any portion of these materials may be made without the express
written consent of GBT. © 2020 GBT Travel Services UK Limited.
TECHNOLOGY GBT SUPPLIER OBT
17
Industry OverviewAS THE TRAVEL INDUSTRY WORKS THROUGH THE IMPACT OF COVID 19, WE ARE SPENDING TIME WITH OUR
CUSTOMERS, SUPPLIER AND TECHNOLOGY PARTNERS TO UNDERSTAND IMPACT S AND HOW WE CAN WORK
TOGETHER TO DELIVER ENHANCED DISTRIBUTION
CUSTOMER
85% - Need to Enhance OBT Display
Corporate Contract evolution remains a
top concern
Duty of Care remains top focus
67% - Ease of Servicing Improvements
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This document contains unpublished, confidential, and proprietary information of American Express Global
Business Travel (GBT). No disclosure or use of any portion of these materials may be made without the express
written consent of GBT. © 2020 GBT Travel Services UK Limited.
18
Travelers Customers Suppliers
Corporate Consumer Grade Display Improved Shopping ExperienceShow value of booking within
programSell More,
Value vs Price
Access to ContentHave confidence that best content will
be in booking toolTraveler has access to best fares, compare airline offers/content
More control over who sees what when
Anytime Access Complete Channel ChoiceKeep travelers happy and within
programConsistent Experience
Data/Insights Know what I am entitled to, perks Traveler Behavior, Supplier Savings Traveler Behavior, Expanded Margins
Traveler, Customer and Supplier needs are rapidly evolving and the distribution landscape is changing with them
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This document contains unpublished, confidential, and proprietary information of American Express Global
Business Travel (GBT). No disclosure or use of any portion of these materials may be made without the express
written consent of GBT. © 2020 GBT Travel Services UK Limited.
CONTENT QUALITY, AVAILABILITY
SHOPPING EXPERIENCE SERVICING COST
19
• Partnership with
Routehappy
• Consistent Experience
Across all Connectivity
• OBT Partners
• Policy Enforcement
doesn’t need to erode
Traveler Experience
• Enhanced OBT/Mobile
capabilities
• Chat, Messaging
• Supplier Partnerships
• Corporate Contract
Assistance/Support
• Cross Airline Offer
Compare
• Avoid unnecessary fees
or surcharges
• Unique Supplier
Partnerships
• Aggregator Partners
• OBT enhancements
• Data Insights
We are focused on four key areas to enhance our customers experience both from a program and traveler perspective.
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This document contains unpublished, confidential, and proprietary information of American Express Global
Business Travel (GBT). No disclosure or use of any portion of these materials may be made without the express
written consent of GBT. © 2020 GBT Travel Services UK Limited.
Shopping Experience
20
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This document contains unpublished, confidential, and proprietary information of American Express Global
Business Travel (GBT). No disclosure or use of any portion of these materials may be made without the express
written consent of GBT. © 2020 GBT Travel Services UK Limited.
NDC Offers
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This document contains unpublished, confidential, and proprietary information of American Express Global
Business Travel (GBT). No disclosure or use of any portion of these materials may be made without the express
written consent of GBT. © 2020 GBT Travel Services UK Limited.
NDC Offer
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This document contains unpublished, confidential, and proprietary information of American Express Global
Business Travel (GBT). No disclosure or use of any portion of these materials may be made without the express
written consent of GBT. © 2020 GBT Travel Services UK Limited.
What’s Next?
1. Continued engagement and collaboration with customers – Specific feedback and
deliverables on airline retailing/experience
2. Prioritize and assist all OBTs enhancing user experience and connectivity
3. Work with Airlines, Technology Providers to meet expectations on servicing and
other requirements
23
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This document contains unpublished, confidential, and proprietary information of American Express Global
Business Travel (GBT). No disclosure or use of any portion of these materials may be made without the express
written consent of GBT. © 2020 GBT Travel Services UK Limited.
Q&A
24
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Thank You GBT Content and D is t r ibut ion St rategy
101 Hudson St reet , Jersey C i ty NY
25
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Go to the Q&A panel at the lower right side of your screen.
QUESTIONS
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ContentsThe Importance of The Distribution Evolution in a COVID-19 restart context1
4
5
Setting the context, hear from the Director Distribution, IATA
Corporate Travel Management (CTM)CaseStudy #1:
American Express GBTCaseStudy #2:
FCM Travel SolutionsCaseStudy #3:
TripActionsCaseStudy #4:
6
2
4
3
5
4
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LIVE PRESENTATION IN PROGRESS
OBT video examples shown live/see recording
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A story of successful collaboration
FCM - Amadeus - parexel
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• NDC adoption happening at different speeds across the industry
• We needed a unified access for all content
• Without major disruption to all of our integrated systems
• Active in Amadeus NDC [X] since start of 2019
• Currently support several carriers live in our offline consultant platform
• Offline is good, but omni-channel is key
• Extension of NDC [X] to Cytric is game changing
• Book & Service
FCM TRAVEL SOLUTION | NDC CONTENT
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Omni-channel NDC servicing• Choice for the booker/traveller
• Same content in all channels
• Seamless flow between self-service and assisted bookings
Demo scenario
1. OBT
2. Mobile App
3. Offline Servicing
NDC [X] | IT’S ABOUT CHOICE
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• All content aggregated in one place
• No disruption to booking flow
• Keep existing booking & servicing environment
• Collaboration in value chain
LESSONS LEARNED | WHAT WORKED WELL
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• Availability through all OBTs
• New exciting content (more value add)
• Standardised application of NDC standard
• Improved performance of airline APIs
• Access to all content through common aggregators/distributors
LESSONS LEARNED | WHERE CAN WE IMPROVE
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FCM Marketplace
• Working with additional aggregators
• Provide access to content currently not in the GDS programmes
• Enhanced functionality: Order History
• Access full order history (all additions / modifications / cancellations)
THE INDUSTRY TRANSITION | ENSURING ACCESS TO ALL CONTENT
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MOVING FORWARD | OUR THOUGHTS
Corporate Travel Needs
Price Guarantee
• Facilitate pre-trip approval in a consistent way
Personalised Route Deals
• Focus on value, not just savings (experience & reporting)
Better disclosure of fare rules for bundles or ancillaries
• Travellers may be unaware when rules sometimes differ from the ticket
Technology Focus Areas
Airlines
• Differentiating their product, not their technology
Aggregators & Technology providers
• Connecting the content and delivering through all channels (including API)
TMC
• Focus on the user experience and not the plumbing
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THANK YOU | QUESTIONS
Michel RouseVP Global Customer Solutions
Ben ParkSenior Director Procurement & Travel
Ludo VerheggenDirector Air Content Acceleration
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Go to the Q&A panel at the lower right side of your screen.
QUESTIONS
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ContentsThe Importance of The Distribution Evolution in a COVID-19 restart context1
4
5
Setting the context, hear from the Director Distribution, IATA
Corporate Travel Management (CTM)CaseStudy #1:
American Express GBTCaseStudy #2:
FCM Travel SolutionsCaseStudy #3:
TripActionsCaseStudy #4:
6
2
4
3
5
4
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LIVE PRESENTATION IN PROGRESS
OBT video examples shown live/see recording
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TripActions Proprietary and Confidential
IATA Virtual Business Travel SummitJune 18, 2020
Andrew Chase
Air Partnerships
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A unified travel, payment & expenseplatform
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Customer & User First Mindset
Added Value(price + services)
Traveler Experience
TripActions PhilosophyHow we approach airline content
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TripActions Proprietary and Confidential
● Enhance existing direct connections to best serve clients in today’s environment
● Developing NDCs that align with customer growth
● Exploring new direct connect partnerships
ogram
Building a diverse content marketplace
and more coming soon...
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TripActions & Lufthansa NDC
● Richer content
● More transparent pricing
● Access to ancillaries
● Personalized experienced through bundles
● More control for corporate buyers
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Key Learnings
● Close collaboration with technology providers
● Clear definition of implementation scope
● Experiment with personalization
● Assess long-term support and servicing of the
connection (updates, etc.)
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Benefits to Corporates
Use Case:
Access to ancillaries, better servicing, more
robust booking experience and content parity
leads to:
● Happier travelers and reduced noise
● Higher traveler adoption
● Better visibility into travel spend
● More bookings within travel policy perimeters
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Andrew Chase Air Supply Lead
Christian JobstHead of Purchase Point for Corporate Travel
Q&A
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Thank [email protected]
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Go to the Q&A panel at the lower right side of your screen.
QUESTIONS
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Closing
Claudia Adams, Travel Manager at Allianz & IATA Travel Manager Advisory Group European ChairPaul Tilstone, Managing Partner, Festive Road
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LIVE PRESENTATION IN PROGRESS
Closing Remarks Yanik Hoyles Director Distribution, IATA
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Thank you, and see you soon!