For corporate travel—and the world generally —last year was a watershed year for technology. After years of buzz, New Distribution Capability (NDC) bookings arrived at scale. However, NDC was overshadowed by another emerging technology: Artificial Intelligence (AI). With the industry transfixed by NDC and AI, it was easy to overlook blockchain: a technology with even greater disruptive potential in corporate travel.

More than ever, it is imperative for business travel professionals to understand emerging technologies.

This study examines technology in the corporate travel industry. It is based on a survey of business travel professionals— including buyers, suppliers, and intermediaries— in North America and Europe, and addresses several key questions including:

• Travel program technology strategy: Do travel programs do a good job with technology? What percentage of their overall budget do they spend on technology? Will spending on technology increase in the coming year? How many travel programs have a dedicated travel technology manager?
• Hotel technology: Are hotel professionals satisfied with the technology that they use?
• Emerging technology: Are industry professionals familiar with emerging technologies such as Artificial Intelligence (AI), blockchain, New Distribution Capability (NDC), and virtual reality (VR)? Are they interested in potential applications of these technologies within managed corporate travel?
• Travel program technology: While virtually all travel programs use “core technology”— such as an Online Booking Tool (OBT/OBE) —adoption of other tools varies. How often do travel programs use tools such as singleuse virtual payment, “re-shopping” and offchannel booking capture?

• Introduction
• Methodology
• Key Highlights
• How Does the Managed Travel Industry Approach Technology?
• Hotel and Hospitality Technology
• Emerging Technologies in Corporate Travel
• Technology for Travel Buyers/Programs
• Respondent Profile
• Appendix