Future
trends and expectations by 2030
“His smartphone was pinging – the AI system had picked up a lot of noise via social media about civil unrest in Hong Kong…”
to travel programmes, even loyalty schemes: it’s the ledger that doesn’t lie. If you tried to make a payment out of
policy it wouldn’t let you. There was no fun. You didn’t drive anymore, bemoaned Chris, as the self-drive car approached Heathrow. It didn’t even matter if he crashed, not
that he could. The power app on his mobile would know exactly what happened and Kirsty would be informed immediately. He would then be descended on by virtual risk assessors and duty-of-care assistants via his smartphone, clamouring to see if they
could help in real-time. That could be more traumatic than the event itself. His smartphone was pinging him some-
thing now. The AI system had picked up a lot of noise via social media about civil unrest in Hong Kong. The security bods were all over it. No great alarm. At Heathrow Terminal 6, Chris was impressed by the level of automation. He had pre-ordered a pair of sunglasses which were waiting for him at check-in. Full bio- metric and iris scans and a robot to take your luggage. What was there not to love?
Consumer-grade experience – What we currently see in the cutting- edge of retail, expect in the world of managed travel in the decades ahead. Innovations in artificial intelligence and machine learning will filter into the world of managed travel. Integration – We are talking about a seamless travel experience from end- to-end, door-to-door that is integrated with devices and with content. This will be joined up across suppliers and fully integrated in terms of bookings, airline check-in, boarding passes and room keys.
Consolidation – Families of apps, websites and platforms don’t really work for people today. In the future expect a consolidated platform you can use for everything from lodging expenses to booking ground transportation or checking security alerts. Content – By 2030 there will be a lot more content available to travel managers, which is rich, intelligent and more accessible.
Will Chris and Kirsty’s dispatch from 2030 match current industry perspectives? BBT finds out...
A key component is microservices – a fundamental shift in how we interact. A traveller in 2030 receives an email, requesting their presence in New York. Once they’ve responded, microservices in their email client will place the appointment in the schedule, find the best flight based on their profile, book it and expense it immediately. Travel companies need to be incorporating microservices as they move forward. Chris Baker, managing director of UK Enterprise, Concur
Corporate applications of AI will be common by 2030. Compliance will be 100 per cent and guaranteed by a unique policy. No expense will be questioned if the return on investment is held to a minimum 22 per cent! The travel manager watches holographic pieces move across a shimmering grid like chessboard. Each piece represents
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a business traveller, ranked by capability and performance. Greeley Koch, executive director, Association of Corporate Travel Executives (ACTE)
Driverless vehicles will eliminate millions of driving positions, although pilotless planes will still need ground crews. The human–machine replacement ratio could be pushed as high as 1,000 to 1. One common fallacy is that machines replace people. A more accurate description is that a large number of people are being replaced by a smaller number of people using machines. Keep an eye on things like blockchain technologies, bots and quantum computing. Thomas Frey, senior futurist, DaVinci Institute
By 2030 I just want everything integrated, integrated end-to-end, from when the executive leaves the office to reimbursing
them for their expenses and the whole gamut of experiences in between. In many ways 2030 is too far away to consider; even next year will be different from 2017. Things are changing fast. Travel manager, Media Industry, UK
Travel managers will have much more control in setting rules. An AI-based system will evaluate whether the trip is necessary or a video conference can replace the trip. Travellers will use a smart virtual assistant at every stage of the journey. Everything is self-service. On the trip, an AI system tracks the traveller in real-time. Any incidents are reported immediately to the manager. Travel transactions will be authenticated by blockchain and paid for using a blockchain-powered form of payment. Charuta Fadnis senior director, research and intelligence, BCD Travel
BBT May/June 2017 61
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