The evolution of the traveler journey

Helping you keep pace with the changing needs of today's business travelers

February 2015

Today's travelers want a seamless, connected travel experience. This extends beyond traditional travel (ie, booking air, car and hotel reservations) and includes the entire trip — from planning and booking to on-the-go support to managing expenses back at the office.

Carlson Wagonlit Travel (CWT) will deliver value to your managed program in 2015, focusing in particular on pre-trip, on-trip and post-trip support.


When travelers are planning and booking their trips, they increasingly expect each step to offer an intuitive, efficient and contextualized experience. And they want the same experience and booking capabilities, whether booking through a counselor, online booking tool or mobile device.

Travelers also want access to all the information they need – in one place – before they book. By crunching a large amount of data and pulling together the right information, CWT is working to help your travelers make the best decisions for their needs and your organization.

To give your travelers what they're asking for while providing you with greater flexibility and increased program visibility, CWT continues enhancing the capabilities of our CWT To GoTM mobile app

The app offers

  • Hotel booking (beginning in Q1)
  • Air booking (beginning in Q2)
  • Integration with more devices
  • Reporting for bookings made outside of the managed program


By providing your travelers everything they need within your managed program, you promote smarter travel buying and traveler satisfaction. We are currently integrating our mobile platform with our hotel review tool and big data engine to give travelers quick access to valuable property information before they book.

We are also increasing our capacity to incorporate all required modes of transportation — air, rail, taxi, and car — into the itinerary. This approach allows you to support your travelers throughout their journeys, from the first mile to the last, while keeping them in your managed travel program.

Looking forward >

CWT Online
, powered by KDS has redefined online booking with unique door-to-door capabilities that broaden visibility for companies and their travelers. In 2015, CWT Online will allow travelers to move beyond research and provide the following features:

  • Increased booking capabilities, including taxis
  • Integration with CWT's award-winning mobile app, CWT To Go
  • Better integration with traveler profiles
  • New virtual payment options
  • Expanded hotel content

And we're looking at deploying a web-based planning tool that offers door-to-door capabilities and will work across all online booking tools. This solution will allow travelers to plan each element of their itineraries quickly and easily while allowing you to work with the online booking tool that best meets your organization's needs.


While on the road, traveler care is essential. You need to be able to reach travelers to communicate about security issues, itinerary updates, local recommendations at their destinations and more — not just to ensure your program is succeeding, but to protect your travelers and improve their experience. And you need to be able to do it 24/7.

In 2015, CWT will provide new predictive services that save your travelers time and mitigate travel stress. For instance, you will be able to:

  • Automatically alert your travelers of potential trip disruptions before they even occur
  • Proactively rebook delayed or canceled trips
  • Provide click-to-call assistance to help travelers make the right decisions
  • Introduce virtual counselor technology to provide easy access to program and policy information


The journey back home is often overlooked by managed travel programs, but just because business is done doesn't mean the trip is over. In fact, CWT research has shown that heading home actually amplifies business travel anxiety as travelers look for the quickest and most efficient way to get back home. However, the additional trip elements encompassed in a comprehensive itinerary put travelers in charge and help alleviate their stress.

In EMEA, we are currently evaluating a new expense management solution with a fully integrated travel and expense platform for online booking, expense prediction and expense reports. With one touch, travelers can automate their entire expense reports, saving time and reducing errors.

Further, in 2015, CWT will start developing a process to integrate expense data into our reporting solution, CWT AnalytIQs, bringing even more insight and intelligence into your travel program.


*Tap into mobile service: managed travel in the digital economy

**Travel Management Priorities for 2015


Download the full PDF to read more (1,8 MB)