2023 Enterprise Journey Outlook – Company Journey Administration

At CTM, we witness thrilling developments in how our clients journey for enterprise and leisure, from their servicing wants and communications channels to expertise adoption and content material decisions. 2023 is ready to be no totally different, with many thrilling new developments that may pave the best way for more practical, sustainable, and personalised journey options within the yr forward.

CTM’s leaders share their insights and views on the important thing developments shaping journey program growth and innovation within the journey business in 2023.

Know-how & Innovation

It’s no secret that 2022 offered widespread resourcing challenges throughout the journey business, because the rebound in journey exercise out-paced recruitment and onboarding of workers throughout agent and airline service groups, airport providers and safety, and hoteliers. This problem supplied a chance for journey and hospitality companies to innovate how they supply service to travellers, with developments in the usage of robotics, AI, and automation turning into key drivers to overcoming the business’s resourcing challenges in 2023 and past.

Automation and AI will proceed to vary and improve the best way journey administration firms (TMCs) ship providers and options to travellers all through each step of the journey administration expertise and for each journey stakeholder. From journey analysis to journey reserving, navigating airport processes, and in-trip experiences, expertise can ship distinctive buyer outcomes at better speeds, with extra relevance and heightened personalisation, by automating handbook processes. In flip, automation will enable better capability for human experience to deal with managing extra complicated journey necessities, presenting a win-win-win situation for travellers, company clients, and the journey business basically.

CTM’s International Chief Know-how Officer, Mike Kubasik, explains how hyper-automation and robotics are reworking the journey and journey administration expertise:

“Hyper-automation includes the orchestrated use of a number of applied sciences, instruments or platforms equivalent to AI, machine studying, robotic course of automation (RPA), integration platforms and low-code/no-code instruments, to ship high-speed outcomes through the customers’ alternative of service channel – whether or not that’s electronic mail, chat, in-app or telephone.

“This sort of expertise funding behind the scenes could have a major influence on the front-line traveller and journey arranger expertise, as conventional reserving and in-trip processes turn out to be sooner and extra related for purchasers. Using hyper-automation allows us to establish, vet and automate processes, which frees up Journey Advisors’ time to deal with extra complicated service-related duties. As superior automation and AI proceed to be constructed into the reserving expertise by on-line reserving instruments and the instruments our Journey Advisors use to make offline bookings and repair requests, it is going to guarantee each avenue for reserving and journey administration is optimised for pace, relevance, and private desire, all of which help elevated buyer satisfaction and effectivity.”


2023 shall be an vital yr for sustainability throughout the journey business as journey continues to reveal its position as a strategic enabler to reaching 2030 sustainability targets. Organisations globally more and more depend on TMCs to help the supply of their sustainability goal and targets by sustainable journey options.

Enterprise journey can play a optimistic and vital position in supporting companies to achieve their sustainability targets by decreasing carbon emissions by the selection of environmentally-focused suppliers and journey choices, together with rail and electrical autos, and by selling sustainable journey practices, equivalent to the usage of regionally engaged suppliers and enterprises that help neighborhood prosperity by employment and native sourcing of supplies and merchandise.

CTM’s International Head of ESG & Sustainability, John Nicholls, explains:

“Social connection is a brand new journey pattern in 2023, and one which requires social well being and well-being enhancements throughout airways, hoteliers, and automobile rent, in alignment with the UN Social Improvement Objectives (SDGs). Company journey consumers and managers must embrace native and social connections as a part of their sustainability goal to reinforce the prosperity of individuals and communities.”

In 2023, we will anticipate to see a rise in collaborative partnerships between company purchasers, TMCs, and provide companions to ship proactive sustainability advantages, with a continued deal with decreasing and/or abating carbon footprints, developments within the on-line reserving expertise to help sustainable journey reserving behaviours, and widespread entry to sustainable journey knowledge that may help and improve sustainable journey program growth.

There was a lot focus lately on growing Sustainable Aviation Fuels (SAF) as a number one answer to scale back airline emissions to satisfy Internet Zero Targets. Nevertheless, the scope of influence stays constrained by infrastructure, manufacturing and distribution limitations. We anticipate to see continued SAF funding throughout business and airways in 2023 and past, which can have to be coupled with Authorities help to beat infrastructure and provide constraints.

Provide & Content material

Traveller expectations are rising, so the traveller expertise shall be more and more vital in 2023. Suppliers shall be in search of to retain and achieve new clients not simply by merely providing low costs however equally by offering extra worth by their providers and experiences.


We are able to anticipate the airline business to get well and achieve momentum in 2023. The International Air Transport Association (IATA) has predicted that the airline business may return to revenue in 2023 as journey demand continues to construct momentum.

The journey expertise will proceed to be a focus in 2023, with airports and airways persevering with to navigate traveller expectations and treatment the ache factors (cancellations, misplaced baggage, heightened screening, and safety) across the passenger journey.

In line with CAPA Centre for Aviation, traveller expectations have created a aggressive panorama for airways the place experiences shall be key to securing new clients. Travellers shall be searching for extra – whether or not that’s one of the best in-flight expertise or premium class providers – and shall be prepared to pay extra for these providers ought to they be deemed ‘useful’.


Personalisation is gaining momentum. Measuring ‘value’ in lodge applications is not nearly price but in addition the worth in demonstrating sustainability practices, understanding distinctive traveller preferences, and delivering personalised experiences – together with extra facilities, welcome items, pillow menus, and customised messages.

Lodges are additionally adapting to the distant employee motion, guaranteeing their amenities can accommodate co-working areas, quick Wi-Fi, and assembly areas, and adopting new applied sciences to service visitors, whether or not by cell check-in or digital concierge chatbots that present customer support across the clock.

Following meteoric progress in 2022, we anticipate lodge common every day charges (ADRs) in key markets to stabilise in 2023 as value elasticity will increase and capability and resourcing constraints degree out. In markets nonetheless recovering from COVID-19, we anticipate average ADR positive factors in 2023.


Conferences & Occasions

Many companies proceed adapting to the distinctive wants, challenges, and alternatives offered by working a extra decentralised workforce. This world shift in office environments continues to problem how companies and their workers join and collaborate to drive strategic outcomes. In the end, we will anticipate rising demand for extra frequent, small-group, and in-person collaboration between inside and exterior stakeholders, placing strain on venues and enterprise providers in key hub areas.

Superior bookings shall be key to controlling budgets whereas sustaining most alternative and relevance for conferences venues. Moreover, firms and Journey Managers will have to be inventive in growing partaking and strategically deliberate conferences and motivating workers in a extra decentralised work setting in 2023.

Occasion Journey Administration (ETM) International Strategic Lead Tracey Edwards explains:

Reserving properly upfront to satisfy expectations across the vacation spot and price range shall be extremely vital going into 2023 with the excessive venue and lodging demand. We’re seeing as much as 40% financial savings on venues when booked greater than 6 months upfront. There are, nonetheless, extra advantages to reserving upfront, above and past securing availability.

“Equally, exploring alternatives to encourage, join and reward workers shall be key to attracting and retaining workers, from the frequency and elegance of face-to-face conferences to giant group conferences and occasions. We’re seeing an elevated demand for incentive journey applications throughout our buyer portfolio as an efficient method to reward efficiency, construct connections, and memorable one-in-a-lifetime experiences distinctive to the corporate and tradition.

“The flexibility to plan a whole occasion expertise for attendees that makes the a lot of the chosen vacation spot, constructing in cultural experiences, assembly sustainability targets and tying again to the aim of the assembly, incentive or occasion may also be vital.”