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Keeping your Customer Satisfied

The theme for the 2018 btTB-GBTA Annual Conference is ‘Keeping your Customer Satisfied’. Improving customer experience is high on the agenda for many organisations. But what does it mean? Who are our customers and what are their needs? What can we do to improve their experience? What does this look like in the context of the travel category?

I would argue that all stakeholders that procurement comes into contact with should be regarded as customers – even our suppliers. While this may sound odd, at the end of the day we are providing services to both the buy and supply sides of the equation. Should we not therefore treat our suppliers just as well as we do our internal customers?

Among things we might do to improve the customer experience are such things as examining how we can become more responsive or agile to the changing needs of our customers, business priorities or changes in the market. We need to look at how we can embrace technology and new innovations that will provide a better experience for our travellers or bookers. We need to be cognisant of new products and services from end suppliers that could improve our customers experience and we need to ensure that our suppliers see us as a customer of choice in providing us these services.

All of these issues will be addressed, either directly or indirectly at the btTB-GBTA Annual conference 2018. The knowledge sessions will provide direct insights into best practice travel management and market changes, while the extensive trade show provides buyers with a great opportunity to view latest offerings from a diverse range of suppliers.

I commend the programme to you and look forward to seeing you for what should be two great days of learning and networking.

Nigel Wardropper
Managing Director

Who Should Attend

If you are involved in buying, managing, arranging or supplying business travel, then this is the must-attend event for you


  • Big business, Government Agencies and Small to Medium Enterprises with travel budgets exceeding $500k per annum
  • Procurement, Category and Contract Managers responsible for negotiating with suppliers
  • Travel Managers and Travel Co-ordinators responsible for service delivery and/or expenditure
  • Financial Controllers responsible for containing travel service costs
  • Secretaries and PAs with responsibility for managing travel expenditure and service delivery
  • Risk and Administration Managers responsible for managing travel services and expenditure


  • Business Development, Sales, Marketing professionals from the travel supply chain
  • General Managers, CEO’s responsible for product development and service delivery
  • Account Managers and Executives

Why you should attend

  • Set your strategy with confidence after hearing insightful key note speakers talk market changes, future market conditions and pricing, and key challenges facing travel managers. You will feel inspired to manage your travel programme more effectively and deliver better customer experience for your stakeholders
  • Interact with like-minds. Our seminars programme enables you to share ideas, tactics and strategies with your peers and experts from the travel supply chain
  • Develop a programme relevant to your needs with streamed sessions to suit your needs
  • Great networking opportunities both online and offline using dedicated event app to see who is there and if you want, arrange to meet via the app
  • Meet, benchmark, connect. Our extensive trade show provides the opportunity to meet potential new suppliers, benchmark your existing ones and check out the very latest offerings from suppliers in the travel supply chain

What you will learn

  • Find out what the future of travel technology looks like and how this will affect your travel programme
  • Learn what type of TMC is best for you – mega or boutique?
  • Be ready to consolidate spend, streamline payments and launch a new card program in 90 days
  • Drive results! Data data everywhere… but what do you do with it?
  • Discover the journey of Strategic Meetings Management (SMM) which is not a destination!
  • Stay ahead as you learn how to beat the non-complying rebels using gamification
  • Empower yourself to deliver greater agility and respond faster to changing needs, priorities and market conditions
  • Deliver the greatest service for your travellers when on the ground
  • Get up to date with how NDC (New Distribution Capability) is going to impact your travel programme
  • Brush up on advances that are occurring in card, expense and data management that could practically help you and/or your travellers
  • Hear what experts think will happen to supply, demand, pricing in the air and accommodation markets
  • Learn how to optimize the value you are getting from your accommodation programme
  • Digest an overview of the future of cities and travel within and between them will look like