Digitalisation is Becoming the Business Travel Norm

At this year’s ITB Berlin Convention, Florian Storp, Vice President Central Europe, American Express Global Business Travel (GBT), will exploring the effects of digitalisation on travel management − together with American Express GBT customer Nils Neuenhüsges, who is Head of Sourcing of Indirect Materials at Jungheinrich AG. We asked him to tell us more…

At the core of this message is: look at what the young people are doing now, and you can see how digitalisation needs to perform on a business trip − completely mobile and connected employees expect a level of flexibility that goes far beyond travel policies and company car hierarchies. In the forum we’ll show with practical examples how TMCs and customers can meet these challenges together.

How is digitalisation impacting within your business, and the wider travel market?

It’s not an exaggeration to say that today’s travel management is digital travel management. Booking has been digital since the 1970s, but since the introduction of smartphones and mobile apps, digitalisation has reached the travellers. Travel documents, itineraries, room keys all have become electronic, and nowadays travellers are empowered to do their own rebooking and rescheduling while on the road – I regularly see this happening in those few minutes between the landing of a plane and the doors opening.

How important is Artificial Intelligence in the business travel market?

Artificial intelligence is very much on its way into the heart of the business travel industry. Chatbots, such as already being used by airlines’ customer service centres, are just a start. In future we will see Alexa-like intelligences organising complete business trips automatically, fully compliant to travel policies and guidelines, and taking into account traveller preferences − as soon as an appointment is fixed in the electronic calendar. This opens up tremendous opportunities of efficiency, compliance and cost-savings. American Express GBT is actively working on solutions.


  • Category: CSR, Business Travel, MICE
  • Date: March 8, 2018 Time: 3pm – 3.45pm
  • Location: Convention Hall 7.1a, Auditorium New York 2

Photo : Florian Storp Vice President Central Europe, American Express Global Business Travel