let's get uncomfortable

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?

25

Thank you!

Scott Gillespiescott@tclara.com

Glad to connect on LinkedIn