Travelers are demanding more from managed travel programs and suppliers. Compared to a year ago, service delivery has become more important than costs for some, according to results of a new study from The BTN Group and American Express Global Business Travel. While cost containment continues to be a top priority of most managed travel programs, results indicate that service is especially important as it relates to travel management companies, online booking and duty of care/traveler tracking providers. So how are travel managers and buyers balancing the demands?
Hear survey highlights and leading practitioners discuss the trends and how they are finding new ways to measure the value of their programs, suppliers, contracts and savings during this one-hour webinar. Join The BTN Group and sponsor American Express Global Business Travel for the presentation and participate in the live Q&A to follow.
How are companies balancing service and costs
Key cost benchmarks companies are tracking
Measuring service performance
Mark Ann McNulty, Director at BTN Group
Director of The BTN Group's Content Solutions unit, which produces webinars, white papers and research, Mary Ann McNulty has covered business travel and meetings for more than 25 years.
Rex Heineman, Travel, Meetings, and Commercial Card Program Leader at Johnson Controls
Rex Heineman is responsible for the strategic leadership of the Johnson Controls’ Travel, Meetings, and Commercial Card Program overseeing $270M in spend and a global team of 21 with seven direct reports. He has been involved in global travel program management and innovation for nearly 30 years, supporting a variety of large corporate accounts as global client management director for American Express and HRG North America. Earlier in his career he served as practice leader for an American Express Advisory Services, where he designed corporations’ policies to drive savings, compliance and improve travel behavior and has experience in travel management operations. He began his career with a major domestic airline and spent time in the global student educational tour arena.
Michelle De Costa, Senior Category Strategist at Liberty Mutual Insurance
Michelle De Costa recently joined Liberty Mutual Insurance’ Talent and Enterprise Services team as a Senior Category Strategist, Procurement. In her prior role at Sapient, she used a “connected-thinking” approach to create extraordinary experiences for travelers in the air and on the ground. Previously named Business Travel News’ 2011 Travel Manager of the Year and one of the Top 25 Most Influential Business Travel Executives for her pioneering work in social media in business travel, she strives to push the boundaries of status quo to make travel and overall experiences easier.