2023 Enterprise Journey Outlook – Company Journey Administration

At CTM, we witness thrilling developments in how our prospects journey for enterprise and leisure, from their servicing wants and communications channels to expertise adoption and content material selections. 2023 is ready to be no totally different, with many thrilling new traits that may pave the way in which for more practical, sustainable, and personalised journey options within the 12 months forward.

CTM’s leaders share their insights and views on the important thing traits shaping journey program improvement and innovation within the journey business in 2023.

Expertise & Innovation

It’s no secret that 2022 offered widespread resourcing challenges throughout the journey business, because the rebound in journey exercise out-paced recruitment and onboarding of employees throughout agent and airline service groups, airport providers and safety, and hoteliers. This problem supplied a possibility for journey and hospitality companies to innovate how they supply service to travellers, with developments in the usage of robotics, AI, and automation turning into key drivers to overcoming the business’s resourcing challenges in 2023 and past.

Automation and AI will proceed to alter and improve the way in which journey administration corporations (TMCs) ship providers and options to travellers all through each step of the journey administration expertise and for each journey stakeholder. From journey analysis to journey reserving, navigating airport processes, and in-trip experiences, expertise can ship distinctive buyer outcomes at higher speeds, with extra relevance and heightened personalisation, by automating guide processes. In flip, automation will permit higher capability for human experience to concentrate on managing extra advanced journey necessities, presenting a win-win-win situation for travellers, company prospects, and the journey business on the whole.

CTM’s World Chief Expertise Officer, Mike Kubasik, explains how hyper-automation and robotics are remodeling the journey and journey administration expertise:

“Hyper-automation entails the orchestrated use of a number of applied sciences, instruments or platforms akin to AI, machine studying, robotic course of automation (RPA), integration platforms and low-code/no-code instruments, to ship high-speed outcomes by way of the customers’ selection of service channel – whether or not that’s e mail, chat, in-app or cellphone.

“This kind of expertise funding behind the scenes could have a big impression on the front-line traveller and journey arranger expertise, as conventional reserving and in-trip processes change into sooner and extra related for patrons. Using hyper-automation permits us to determine, vet and automate processes, which frees up Journey Advisors’ time to concentrate on extra advanced service-related duties. As superior automation and AI proceed to be constructed into the reserving expertise by on-line reserving instruments and the instruments our Journey Advisors use to make offline bookings and repair requests, it is going to guarantee each avenue for reserving and journey administration is optimised for pace, relevance, and private choice, all of which help elevated buyer satisfaction and effectivity.”


2023 will likely be an vital 12 months for sustainability throughout the journey business as journey continues to reveal its position as a strategic enabler to reaching 2030 sustainability targets. Organisations globally more and more depend on TMCs to help the supply of their sustainability goal and targets by sustainable journey options.

Enterprise journey can play a constructive and vital position in supporting companies to succeed in their sustainability targets by decreasing carbon emissions by the selection of environmentally-focused suppliers and journey choices, together with rail and electrical automobiles, and by selling sustainable journey practices, akin to the usage of domestically engaged suppliers and enterprises that help group prosperity by employment and native sourcing of supplies and merchandise.

CTM’s World Head of ESG & Sustainability, John Nicholls, explains:

“Social connection is a brand new journey pattern in 2023, and one which requires social well being and well-being enhancements throughout airways, hoteliers, and automotive rent, in alignment with the UN Social Growth Objectives (SDGs). Company journey consumers and managers must embrace native and social connections as a part of their sustainability goal to reinforce the prosperity of individuals and communities.”

In 2023, we will anticipate to see a rise in collaborative partnerships between company purchasers, TMCs, and provide companions to ship proactive sustainability advantages, with a continued concentrate on decreasing and/or abating carbon footprints, developments within the on-line reserving expertise to help sustainable journey reserving behaviours, and widespread entry to sustainable journey information that may help and improve sustainable journey program improvement.

There was a lot focus lately on creating Sustainable Aviation Fuels (SAF) as a number one resolution to cut back airline emissions to satisfy Web Zero Targets. Nevertheless, the scope of impression stays constrained by infrastructure, manufacturing and distribution limitations. We anticipate to see continued SAF funding throughout business and airways in 2023 and past, which is able to must be coupled with Authorities help to beat infrastructure and provide constraints.

Provide & Content material

Traveller expectations are growing, so the traveller expertise will likely be more and more vital in 2023. Suppliers will likely be in search of to retain and achieve new prospects not simply by merely providing low costs however equally by offering further worth by their providers and experiences.


We will anticipate the airline business to recuperate and achieve momentum in 2023. The International Air Transport Association (IATA) has predicted that the airline business may return to revenue in 2023 as journey demand continues to construct momentum.

The journey expertise will proceed to be a focus in 2023, with airports and airways persevering with to navigate traveller expectations and treatment the ache factors (cancellations, misplaced baggage, heightened screening, and safety) across the passenger journey.

Based on CAPA Centre for Aviation, traveller expectations have created a aggressive panorama for airways the place experiences will likely be key to securing new prospects. Travellers will likely be in search of extra – whether or not that’s the very best in-flight expertise or premium class providers – and will likely be keen to pay extra for these providers ought to they be deemed ‘precious’.


Personalisation is gaining momentum. Measuring ‘value’ in resort applications is not nearly price but additionally the worth in demonstrating sustainability practices, understanding distinctive traveller preferences, and delivering personalised experiences – together with further facilities, welcome items, pillow menus, and customised messages.

Motels are additionally adapting to the distant employee motion, making certain their services can accommodate co-working areas, quick Wi-Fi, and assembly areas, and adopting new applied sciences to service friends, whether or not by cellular check-in or digital concierge chatbots that present customer support across the clock.

Following meteoric development in 2022, we anticipate resort common each day charges (ADRs) in key markets to stabilise in 2023 as worth elasticity will increase and capability and resourcing constraints degree out. In markets nonetheless recovering from COVID-19, we anticipate reasonable ADR positive aspects in 2023.


Conferences & Occasions

Many companies proceed adapting to the distinctive wants, challenges, and alternatives offered by working a extra decentralised workforce. This world shift in office environments continues to problem how companies and their workers join and collaborate to drive strategic outcomes. Finally, we will anticipate rising demand for extra frequent, small-group, and in-person collaboration between inner and exterior stakeholders, placing strain on venues and enterprise providers in key hub areas.

Superior bookings will likely be key to controlling budgets whereas sustaining most selection and relevance for conferences venues. Moreover, corporations and Journey Managers will must be artistic in creating participating and strategically deliberate conferences and motivating workers in a extra decentralised work setting in 2023.

Occasion Journey Administration (ETM) World Strategic Lead Tracey Edwards explains:

Reserving nicely upfront to satisfy expectations across the vacation spot and funds will likely be extremely vital going into 2023 with the excessive venue and lodging demand. We’re seeing as much as 40% financial savings on venues when booked greater than 6 months upfront. There are, nonetheless, extra advantages to reserving upfront, above and past securing availability.

“Equally, exploring alternatives to inspire, join and reward workers will likely be key to attracting and retaining workers, from the frequency and elegance of face-to-face conferences to massive group conferences and occasions. We’re seeing an elevated demand for incentive journey applications throughout our buyer portfolio as an efficient method to reward efficiency, construct connections, and memorable one-in-a-lifetime experiences distinctive to the corporate and tradition.

“The power to plan a whole occasion expertise for attendees that makes the many of the chosen vacation spot, constructing in cultural experiences, assembly sustainability targets and tying again to the aim of the assembly, incentive or occasion may even be vital.”