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Let’s Get Uncomfortable
Scott GillespieCEO, tClara
Scott Gillespie’s BackgroundIndustry thought leader on travel procurement,
Managed Travel 2.0, travel friction and analytics
Speaker and trainer at travel events worldwide
CEO, tClara – Travel Data Made Brighter
Author of Gillespie’s Guide to Travel + Procurement
Founder, Travel Analytics, now owned by Concur/SAP
Former travel sourcing expert at A.T. Kearney
MBA, University of Chicago
Uncomfortable Thinking
helps us see the world differently
Some Things Don’t Change Much
Virtual Payment Cards
will replace basic travel data reports
High
Costs
Supplier Cost
The Total Trip Cost Is What Matters
Total Trip Cost
Supplier Cost+ Traveler Friction = Total Trip Cost
Trip Quality5 Star 1 Star
Human Cost, or Traveler Friction
Optimal
Source: Scott Gillespie
Joe Road Warrior’s Last Year
10 weeks away from
home
Over 200 hours in flight, 65% done on
personal time
More flight hours on own
time than annual vacation
time
Crossed 80+ time
zones
Source: tClara’s Trip Friction database
Traveler Friction
becomes a central issue
The Silver Tsunami
makes retention a
priority
Road Warriors
will beroyalty
Non-GDS Bookings
will grow significantly
Biggest Game-changer?
Professional profilestoday
Travelerprofilestomorrow?
SocialTraveler Profiles
Travel booking
sites
Travel apps
Destination marketing
Social Profiles
SocialPNRs
Travel Agencies
UberizedTravel Agents?
So What Should You Do Differently?
Integrate and Simplify
rather than Innovate
Compete on
Analytics
not data reporting
Measure What
Really Matters
Road Warrior Retention
Traveler Friction, Trip Quality
Travel Agent Ratings
StopSelling the
Wrong Way
to thewrong people
Finance
Procurement
Travel Managers
Travel Budget Owners
VALUE
• Virtual payment cards replace data reports• Retention and recruiting will be key• Road warriors will be royalty• Non-GDS bookings will grow• Social traveler profiles and social PNRs• Uberized travel agents• Do what differently?
How Do You See Things?
