Brigitte is corporate mobility manager at engineering firm Dürr AG and a new member of the Business Travel Show/Business Travel iQ advisory board. She is excited about what technology can bring to travel programmes and why airline consolidation is a big challenge.
How long have you been working in corporate travel and what's the biggest change you've seen in that time?
Since 1999. The biggest change has been how quickly, in the last couple of years, at least, technical solutions are implemented and then have an impact. Also, the travel market and the role of a travel or fleet manager is increasingly important to keep everything together - to be the interface for so many stakeholders and to have the right understanding of what the right solution is for the company and where the benefits are to be found. On the other hand, it is also still very tough to see that in a lot of companies the role of a travel manager has still not had a huge impact. It is just seen as an operative job role instead of a strategic position, which it should be in my opinion.
Due to digitalisation, processes can be more efficient, transparent, user-friendly and user-oriented. Technology can be used to open up policies more and give travellers the right to choose their travel programme based on their needs and preferences. We are on the verge of finding a way to build an end-to-end travel programme, and there is more to come and so many ideas and possibilities. It's not just about cost reductions any more, but about process optimisation and about company and travellers' needs, which are coming into focus — and that is wonderful.
What tips would you give to any new entrants into the industry?
Be open to new technologies, development and implement more quickly, look at what other suppliers are doing — and not just within the corporate business market — communicate with your customers and use data to find out exactly what they need.
What's the biggest challenge the industry is currently facing and why?
Airline consolidation, as this is making it tough for buyers to retain the same terms and conditions as in the past. We need to find new ways to negotiate that will give us access to traveller benefits such as more baggage allowance or priority lane access.
Finding a simple solution to The Directory of the European Union legislation about registration processes will continue to be a big challenge in 2018. Not to mention GDPR; most suppliers have still not yet presented any solutions on how to build or adopt the systems for the new rules.
What's the most exciting opportunity and why?
The opportunity to take your programme to the next level with so many new possibilities and solutions on the market, such as blockchain technologies and digitalisation.
How are things going to look for travellers and travel managers/suppliers in two years' time?
More or less the same as we have to build the bridge today for the next years to change the mindset about digitalisation, data privacy rules, etc. Within my company, for example, there are huge challenges to get approvals for services and solutions such as cloud storage. The mindset in companies has to change and they need to be convinced that changes are necessary. This is the job of travel managers today; just as it was in the past and will continue to be in the future.
What is your top tip for surviving/making the most from Business Travel Show?
Networking — exchange with others, peers, benchmark and get information about new suppliers, solutions. It's a wonderful playground to exchange and gain information for your travel programme.