Part 1: Powered by one – global travel programs delivered differently
Business travel is seeing a strong rebound around the world. Corporate Travel Management’s (CTM’s) 2022 Global Customer Survey reflected the rapid increase in travel demand, with 80% of respondents expecting to travel more or the same amount in the coming 12 months compared to pre-pandemic. Travelers are eager to get back in front of customers and key stakeholders to connect and collaborate and, as such, global travel program are the focus point for review and refinements to support business growth, customer retention and traveler safety and satisfaction in the new era of business travel. Developing a strategic global travel program that supports every part of a business and every travel stakeholder, in every corner of the world, is key to driving strategic results.
We recently sat down with CTM’s VP of Global Customer Solutions, Eve White, Vice President, Global Customer Solutions, Barbara Yarar, and General Manager Southern England & Client Services UK/Europe, Salv Silvera to talk about global travel management and CTM’s approach to delivering global travel programs differently.
Global travel programs can be complex. What makes CTM’s solution "powered by one" simple & flexible?
Eve White:
“We get it – global travel programs can be overwhelming. But we’re here to make it easy. Our global travel teams work closely with our customers to find the right solutions for their business and people in every market they operate in, whether it’s EMEA, the Americas, or the Asia Pacific region. We bring it all together into “one” global travel program that you can access through “one” platform, supported by “one” team. We want to simplify the travel experience, so customers can focus on what matters to their business.”
Salv Silvera:
“As a General Manager based in the UK, the Transatlantic is one of the world’s busiest and largest international travel markets with many of our customers making the journey back and forth and further afield. No matter their destination, our customers are at the front of everything we do to ensure their travel programs are “powered by one” solutions and team with the flexibility to optimize and evolve to support the growth and direction of their business.”
The global TMC market is a competitive space. Why do you think customers are turning to CTM for a global travel program solution?
Salv Silvera:
“Our global customer solutions team know the importance of understanding what global customers want to achieve from their business travel and are at the core of our service delivery. Our Account Management, Travel Consultants, and Product Development teams work collaboratively with key stakeholders to deliver global travel programs that provide valuable outcomes, evolve with organizational growth and are aligned to drive business success.
Barbara Yarar:
“It’s not uncommon for our customers to provide feedback that they don’t feel like a “small fish in a big pond” with CTM. They value not receiving a cookie-cutter solution that is often sold to global organizations and doesn’t accommodate for all regional nuances. They like the fact that as a CTM customer they get to configure a very bespoke travel solution that is delivered by one team and platform, and that they have a strong voice in their relationship with us. We listen, and because we own our technology, we’re able to deploy solutions quickly which brings about benefits much faster than they have experienced elsewhere.”
Eve White:
“We are aware of our strengths and the reasons why our customers choose to partner with us. By engaging with them, we gain insights into what works best with our business model. Our customers resonate with our CTM values of innovation, sustainability, and entrepreneurial spirit, which is why we believe they choose to work with us.”
What part does CTM’s culture have to play in its success as a global travel management company?
Barbara Yarar:
“It’s our unique culture that underpins how we do business. We were founded on the principle of challenging the status quo with a commitment to continuous improvement ensuring our customers’ global travel programs are always evolving and adapting to new opportunities. Our flat structure and no red tape allow us to be agile in a fast-moving industry with many moving parts.”
What is the secret to navigating a dynamic industry whilst developing global travel programs that deliver a return on investment?
Eve White:
“The travel industry is incredibly dynamic and constantly evolving. Couple that with an unpredictable global landscape, and it takes innovative thinking to develop a future-proof travel program for our customers. We understand that global travel programs can be complex, with regional needs and nuances supporting overarching global objectives.
“At CTM, we are fortunate to have a culture built around empowerment, where every team member is encouraged to think outside the box and take on tomorrow’s challenges with a challenger mindset. This culture allows us to quickly and efficiently deliver solutions that meet the ever-changing needs of our customers.”
Global customers still have regional needs. How does CTM service this?
Salv Silvera:
“Our global travel team is centrally managed by a Global Travel Program Manager giving our customers one point of contact for all program performance, optimization, and policy development needs. The programs are then serviced by a local team of dedicated travel experts in every region our customers travel. This provides customers with local knowledge and expertise in every corner of the globe. We understand what customers need in North America may not be the same in Australia for example. We believe service should feel familiar no matter where our customers travel. We want them to feel like they are calling an “old friend” who knows their every need and can be trusted.”
CTM is currently the 4th largest travel management[1] company globally, ranked 8th largest travel company on the 2022 Travel Weekly Power List (includes leisure and corporate agencies), and placed 2nd in BTN’s list of the UK’s leading TMCs 2022. What does this mean for customers and how do they benefit?
Eve White:
“At our core, we’re dedicated to doing global travel differently, offering a choice in a market of TMC megas. As the world’s fourth-largest travel management company, our focus has never been on becoming the biggest. Instead, we’re committed to being the best at what we do. We firmly believe that when it comes to delivering global travel programs, service, innovation, and savings are far more important than size. You don’t need to be the biggest to achieve exceptional results, provide solutions, and deliver outstanding service. Our customers understand this, and we prioritize meeting their needs above all else.”
Working through a global pandemic, what have you learned that customers need outside of delivering travel expertise and technology solutions?
Eve White:
“We recognize that financial stability has become a critical consideration for customers in the wake of the global pandemic. Ensuring business continuity is more important than ever, and maintaining a strong financial foundation has always been a priority for CTM. This approach enabled us to respond quickly and effectively during the pandemic, and it has become a competitive advantage for us. Our customers value the fact that we can maintain continuity of service, even in challenging times.”
Barbara Yarar:
“The other noticeable learning would be the need for premium servicing. Amongst our global customers, there are many across industries like professional services or finance and insurance that have “C” suite or executive level travelers that require VIP solutions with personalized customer service from a dedicated expert team of VIP travel professionals. In response to this demand, we established CTM Elite as a premium service with personalized solutions and priority servicing.”
What advantages are there to partnering with a TMC that has a global partner network?
Eve White:
“Our customers enjoy the benefits of our extensive global partner network, which covers 130 countries and provides a seamless offering of consistent content, technology, and travel data across every market. We’re proud to partner with best-in-class independent travel management companies that share our commitment to service standards, travel tools, secure data aggregation, and values. By working together, we can ensure that our customers experience the same high-quality service and exceptional travel solutions in every country their travel program operates in.”
[1] At August 18, 2021, based on publicly available financial performance data.