Amex GBT Strives to Move Away from ‘Legacy TMC’ Image

American Express Global Business Travel (GBT) has been making significant strides in redefining itself as more than just a traditional travel management company. In a recent interview with David Reimer, EVP of global clients and Americas general manager at Amex GBT, he discussed the company’s transition to a “software and service company” and provided updates on various aspects of the business.

Staffing Recovery and Talent Acquisition:
Reimer highlighted the company’s success in attracting and retaining top talent in the industry. He mentioned that their attrition rates are at an all-time low, and they have over 1,000 developers working on innovative solutions. Reimer emphasized the importance of having the right talent to provide exceptional service to customers, especially during challenging times like recent flight disruptions.

Transition to a Software and Service Company:
Reimer emphasized that Amex GBT is no longer just a travel management company but a software and service company. He mentioned their focus on providing unrivaled choice for customers through their marketplace and various technology solutions like GBT Select, Egencia, and Neo. The company is committed to offering a range of options to cater to different customer needs and preferences.

Progress with New Distribution Capability (NDC):
Reimer expressed pride in the progress made with NDC, with over 20 airlines actively participating in their NDC program. He highlighted the importance of offering a broad array of content to customers and simplifying the booking process. Amex GBT aims to provide customers with choice and flexibility in selecting fares that align with their travel policies and preferences.

Advancements in Artificial Intelligence (AI):
Amex GBT has a dedicated team focused on leveraging AI to enhance customer service and improve operational efficiency. Reimer discussed various AI-enabled solutions, such as personalized travel recommendations, proactive traveler care, and automated processes. The company is continuously exploring new use cases for AI to enhance the overall travel experience for customers.

Sustainability Efforts and Accessibility Services:
Reimer emphasized the company’s commitment to sustainability and highlighted their partnership with Shell to offer sustainable aviation fuel options. He mentioned the importance of addressing environmental concerns and meeting net-zero targets. Additionally, Amex GBT launched a new accessibility services offering to cater to travelers with specific needs, ensuring a more inclusive and comfortable travel experience for all customers.

In conclusion, Amex GBT’s ongoing efforts to redefine itself as a software and service company, along with its focus on innovation, talent acquisition, sustainability, and customer-centric solutions, demonstrate its commitment to driving positive change in the travel industry. David Reimer’s insights shed light on the company’s strategic direction and its dedication to meeting the evolving needs of customers in a rapidly changing travel landscape.