company last year from outside the travel sector, having worked for US media giant NBC Universal, so brings a fresh perspective.


 Upon joining CWT, Jordan set up a data scientist division, which now numbers 100 people. He wants to begin blending more client data to achieve that holy grail of the ‘one-click’ booking. This type of applica- tion, he adds, has now been developed at CWT but, as yet, has not been released to the market. He says there is a need to blend data with external travel data to offer a better service to the business traveller. For example,


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by looking at how they book their flights outside of work, that traveller can then be offered the same airline for business travel. HRG’s Meyer agrees it can pay to look deeper into travellers’ external data to make their lives easier. “Corporate data is largely irregular and inconsistent, and sometimes incorrect,” he argues. “So now we’re analysing the employee’s previous travel data, rather than policy. For example, the traveller might like a particular hotel brand. Time after time they may leave it until the last minute to book, knowing that particular brand is out of policy – but the only type left at short notice. So it’s a blend


of personalised and corporate view. Our job as a TMC is to optimise investment, but [travellers] need a great experience, and a work/life balance.” IATA’s NDC (New Distribution Capability) is also going some way to enhance personalisation, Meyer adds. “With NDC, we’re getting access to services we couldn’t before, such as online check-in. That can be automated, whereas before the traveller had to use an airline app.” Jordan also believes external data is increasingly useful to analyse. “This industry is ready for disruption,” he says. “If you look, historically, at how managed


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