2024年未来已至：企业差旅技术变革报告

Technological Transformation inCorporate Travel June 2024 Made possible by: Thank You to Our Research Partner! Cvent is a global-leading meetings, events, and hospitality technologyprovider with 4,800+ employees and 22,000 customers worldwide.Founded in 1999, the company delivers a comprehensive event marketingand management platform and offers a global marketplace where eventprofessionals collaborate with venues to create engaging, impactfulexperiences. The comprehensive Cvent event marketing and managementplatform offers software solutions to event organizers and marketers foronline event registration, venue selection, event marketing andmanagement, virtual and onsite solutions, and attendee engagement.Cvent’s suite of products automates and simplifies the event managementlifecycle and maximizes the impact of in-person, virtual, and hybrid events.Hotels and venues use Cvent’s supplier and venue solutions to win moregroup and corporate travel business through Cvent’s sourcing platforms.Cvent solutions optimize the event management value chain and haveenabled clients around the world to manage millions of meetings andevents. For more information, please visitCvent.com. Table of Contents Introduction……………………………………………………………...............p. 4Methodology………………………………………………………….................p. 7Key Highlights………………………………………………………………...…p. 8How Does the Managed Travel Industry Approach Technology?........p. 13Hotel and Hospitality Technology..…………………………………………p. 37Emerging Technologies in Corporate Travel .……………………………p. 47Familiarity…..…………………………………………………………….....p. 49Artificial Intelligence (AI)…………………………………….……….........p. 53Blockchain ………………………………………………...........................p. 61New Distribution Capability……………………………………..………...p. 68Virtual Reality (VR)/Artificial Reality (AR)……….…………………..…..p. 71Technology for Travel Buyers/Programs…...……………………………..p. 78Respondent Profile……………………………………………………………p. 90Appendix………………………………………………………………………..p. 95 Introduction For corporate travel—and the world generally—last year was a watershed year fortechnology. After years of buzz,NewDistribution Capability (NDC)bookingsarrived at scale. However, NDC wasovershadowed by another emergingtechnology:Artificial Intelligence (AI). Withthe industry transfixed by NDC and AI, it waseasy to overlookblockchain: a technologywith even greater disruptive potential incorporate travel. More than ever, it is imperative for businesstravel professionals to understand emergingtechnologies. Introduction (Cont.) This study examines technology in thecorporate travel industry.It is based on asurvey of business travel professionals—including buyers, suppliers, and intermediaries—in North America and Europe, and addressesseveral key questions including: •Travel program technology strategy:Dotravel programs do a good job withtechnology? What percentage of their overallbudget do they spend on technology? Willspending on technology increase in thecoming year? How many travel programshave a dedicated travel technologymanager? •Hotel technology:Are hotel professionalssatisfied with the technology that they use? Introduction (Cont.) •Emerging technology:Are industryprofessionals familiar with emergingtechnologies such as Artificial Intelligence(AI), blockchain, New Distribution Capability(NDC), and virtual reality (VR)? Are theyinterested in potential applications of thesetechnologies within managed corporatetravel? •Travel program technology:While virtuallyall travel programs use “core technology”—such as an Online Booking Tool (OBT/OBE)—adoption of other tools varies. How oftendo travel programs use tools such as single-use virtual payment, “re-shopping” and off-channel booking capture? Methodology An online survey was conducted of travelbuyers and suppliers/TMCs in NorthAmerica and Europe •Data collection from February 6 through February 19,2024•An email invitation was sent to 6,908 travel professionalsincluding current and inactive members of GBTA•In total, 514 completed at least one question, for aresponse rate of 7.4%•Of those who responded, 338 completed the entire survey•Note: Some totals might not add to 100% because ofrounding; each percentage is rounded to the nearestwhole number Key Highlights Travel program technology strategy •Travel programs generally do a good job with technology.However, some have room toimprove. Two in five buyer respondents (39%) say their travel program’s adoption/use oftechnology has room to improve. •On average, travel buyers estimate their program spends 18% of its overall budget ontechnology.There is virtually no difference between small and large programs when it comes totechnology spending inpercentageterms. European travel programs devote a larger percentageof their budget to technology, on average, than North American programs. 29%of buyerrespondents saytheir programhas a “traveltechnologymanager” •Technology spending expected to lag.Only one-third of travel buyers (36%) expect theirp