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Event Overview

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
btTB


The btTB - GBTA Partnership

In 2017 The Global Business Travel Association (GBTA) – the voice of the global business travel industry – was pleased to announce the launch of its operations in Australia and New Zealand in partnership with btTB. The goal of the partnership is to deliver world-class education and networking opportunities to the business travel community in the region.

Now in its second year, the partnership between GBTA and btTB will continue to provide corporate travel professionals with a variety of unparalleled opportunities to build their careers through education across all levels of travel management as well as through valuable networking events.

“As a global organization, GBTA is committed to delivering world-class education, events and research for travel professionals around the world,” said Michael W. McCormick, GBTA Executive Director and COO.

“Australia and New Zealand are important markets for the business travel industry and this partnership with btTB provides us the opportunity to not only provide education to travel professionals in the region, but also to provide them with a platform through which their voice can be heard.”


Who Should Attend

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

Buyers

  • 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

Suppliers

  • 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


The BTTB-GBTA Travel Management Awards

The BTTB Travel management Awards,, in partnership with GBTA (The Global Business Travel Association) will be presented during the conference. Who will follow last year’s winners, WoAG (The Whole of Australian Government travel programme) and Lido Group of the respective buyer and supplier awards? Previous winners of the prestigious ‘Travel Programme of the Year Award’ include Q Travel, Worley Parsons, Pacific Brands, BAE Systems, United Group and Brambles.

For 2018 there will again be two awards:

• The BTTB-GBTA Travel Programme of the Year Award (Buyer Award)
• The BTTB Travel Partner of the Year Award (Supplier Award)

The Awards will be presented during the plenary sessions on day two of the BTTB 2018 Conference.

For information on how to enter please click here or email Lesley Wardropper at Lesley@bttbonline.com

The btTB Trade Show

A key feature of the btTB Conference is of course the Trade Show. Take the time during the event to check out what they have to offer. You never know, you might just learn something.

Expand All +
  • Day 1

    8th May 2018

  • 09.00 - 09.10

  • 09.10 - 09.50

  • 09.50 - 10.30
    A controversial statement…..perhaps. In this session, representatives from both Boutique and Mega TMC’s will debate the motion, with the boutiques arguing in support and the Megas against, with the outcome determined by audience voting. In favour of the motion: Gary Reichenberg, Corporate Travel Connections and Brad Jukes, Managing Director Acland Travel. Against the motion: Julian Mills, ATPI and Adam Williams, Egencia Australia. Moderator: Blake Hedger, Head of Customer Experience and Portfolio Delivery, Travelport Locomote

  • 11.00 - 11.10

  • 11.10 - 11.45
    Generational change is transforming the way people work and travel, forcing us to re-evaluate how travel programs should be managed today. Do you have a good understanding of your travellers' behaviours, wants and needs? In this session we'll explore key generational considerations, the importance simplicity in the traveller journey, the role of an omni-channel environment and the decentralisation debate. We’ll also look at how the shared economy is continuing to impact organisations, what’s next for products and services and the looming minefield associated with PII (Personally Identifiable Information) trade-offs.

  • 11.50 - 12.30
    In this interactive panel session you will engage with our expert panel to explore how you can use data to enhance your travel programme. The session will explore everything from utilising latest advances in predictive analytics to drive savings and improve the traveller experience, to measuring the ROI of business travel and traveller productivity, or even employee well-being.

  • 11.50 - 12.30
    How do you tackle the process of incorporating meetings spend into your overall travel programme to leverage savings and deliver better customer experiences? Engage with our expert panel to uncover how to optimize your organisations meetings spend by adopting a strategic meetings management programme.

  • 11.50 - 12.30
    Effective stakeholder management has long been recognized as one of the key pillars of a successful managed travel programme. In this session we will explore how you engage with diverse stakeholder and traveller needs to prepare to go to market.

  • 13.15 - 14.00
    Driving policy compliance has always been one of the biggest challenges for travel managers. Tech, particularly mobile tech, can exacerbate the problem by putting additional power in the hands of travellers. In this session you will examine how your travel program can be more effective using behavioural economics to influence traveller decisions and explore how rewarding good (compliant) behaviour can deliver you the cost and other outcomes that you are looking for.

  • 13.15 - 14.00
    Agility, in the procurement context requires enterprise sourcing teams to be highly responsive to any changes in stakeholder needs, supplier capabilities and market conditions. In the business travel category, all of these parameters can change…..quickly. So how do you develop an agile programme that can respond to changes quickly, while keeping all of your stakeholders (customers) satisfied?

  • 13.15 - 14.00
    Often the forgotten or unsexy part of the travel programme, but important nonetheless. With ground transportation costs comprising a significant portion of the travel budget and more and more options available to travellers how do you develop a ground transportation policy that will contain budgets, deliver traveller satisfaction and most importantly, ensure that you are meeting your duty of care obligations.

  • 14.00 - 14.45

  • 15.15 - 15.45
    Australia tourism is booming, with leisure guests competing with business travellers for available rooms. Now a hotel building boom is taking place, which will shake up each market differently. In this session you will learn: • Why are large groups having trouble finding room allocations? • Where are these new hotels being built? • Are you going to see discounted room rates? • What new brands are coming to Australia
    Market Intelligence

  • 15.45 - 16.15
    Australia’s domestic market remained relatively flat in 2017, with airlines cutting capacity in an effort to better match demand with the number of seats in the market. The country’s international air travel sector saw faster growth, with Tourism Australia estimating that Australia's international aviation capacity needs to grow by 40-50 per cent to support the Tourism 2020 targets. The Australian Government continues to invest in key airport infrastructure upgrades to improve capacity, safety and the traveller experience. Meanwhile airlines also continue to invest in new aircraft and products and services such as ultra-long-haul routes and premium economy cabins. What delegates can expect to learn: • How demand and supply dynamics will impact airfares in Australia? • What trends such as fuel-efficient aircraft, ultra-long-haul routes and premium economy cabins mean for business travellers and corporate travel programs? • Advice for travel and procurement managers on managing their travel budgets over the next 12-18 months.
    Market Intelligence

  • 16.15 - 17.00
    “NDC (New Distribution Capability) will enable the travel industry to transform the way air products are retailed to corporations, leisure and business travelers, by addressing the industry’s current distribution limitations: product differentiation and time-to-market, access to full and rich air content and finally, transparent shopping experience. “ (IATA website) Panel discussion exploring key questions such as: • What is NDC and why should it be introduced? • What impact does it have on those buying and selling air travel? • Who else can benefit from NDC? • Why are parts of industry against NDC? • Does NDC increase competition or drive it out?

  • 17.00 - 18.00

  • Day 2

    9th May 2018

  • 09.00 - 09.10

  • 09.10 - 09.50
    Virtual Cards and Virtual Account Numbers (VANs) have gained momentum in recent times, but what has the uptake really been. What advances are we seeing in card, expense and data management that could practically help you and/or your travellers? In this interactive panel discussion we will explore all of the key issues, with audience members having the opportunity to ask questions from the floor via mobile app.

  • 09.55 - 10.40
    In this interactive panel session you will engage with our expert panel to explore how you can use data to enhance your travel programme. The session will explore everything from utilising latest advances in predictive analytics to drive savings and improve the traveller experience, to measuring the ROI of business travel and traveller productivity, or even employee well-being.

  • 09.55 - 10.40
    How do you tackle the process of incorporating meetings spend into your overall travel programme to leverage savings and deliver better customer experiences? Engage with our expert panel to uncover how to optimize your organisations meetings spend by adopting a strategic meetings management programme.

  • 09.55 - 10.40
    Effective stakeholder management has long been recognized as one of the key pillars of a successful managed travel programme. In this session we will explore how you engage with diverse stakeholder and traveller needs to prepare to go to market.

  • 11.40 - 12.15
    Having heard the market forecast for accommodation on day one, this session provides the audience with the opportunity to grill our expert panel on what they can do to optimize their accommodation programmes.

  • 12.15 - 12.30
    Presentation of the 2018 Awards for Travel Manager of the Year (Buyer) and Travel Supplier of the Year.

  • 13.30 - 14.00
    From congestion, pollution, and underserved areas, to long commute times and increasing travel costs; the way we move, radically impacts the liveability of our cities. So how do we address these mobility challenges facing cities today? In this session, we will uncover how leveraging technology and adapting to the changing face of travel, can help to improve safety, mobility and access to transportation for everyone. • Using technology and data at scale to inform transportation policy, planning and operational decisions for improved mobility and liveability in cities. • Understanding the changing face of travel and how this relates to fundamentally rethinking business processes to create a better customer experience. • The future of urban mobility will have a positive impact on cities, businesses, and the people who live, work and travel within them.

  • 14.05 - 14.45
    Driving policy compliance has always been one of the biggest challenges for travel managers. Tech, particularly mobile tech, can exacerbate the problem by putting additional power in the hands of travellers. In this session you will examine how your travel program can be more effective using behavioural economics to influence traveller decisions and explore how rewarding good (compliant) behaviour can deliver you the cost and other outcomes that you are looking for.

  • 14.05 - 14.45
    Agility, in the procurement context requires enterprise sourcing teams to be highly responsive to any changes in stakeholder needs, supplier capabilities and market conditions. In the business travel category, all of these parameters can change…..quickly. So how do you develop an agile programme that can respond to changes quickly, while keeping all of your stakeholders (customers) satisfied?

  • 14.05 - 14.45
    Often the forgotten or unsexy part of the travel programme, but important nonetheless. With ground transportation costs comprising a significant portion of the travel budget and more and more options available to travellers how do you develop a ground transportation policy that will contain budgets, deliver traveller satisfaction and most importantly, ensure that you are meeting your duty of care obligations.

  • 15.15 - 15.55
    So what have we learned over the previous two days that will help us deliver better for our key stakeholders/customers? In this interactive panel session, senior travel buyers will highlight their key takeaways from the conference.

Speakers






 

Pricing and Discounts

Early bird ticket – $695 + gst (Sale ends Feb 11)

Standard two day ticket – $895 + gst

Group discount for booking 3 to 4 delegates – 15% discount

Group discount for booking 5 or more delegates – 25% discount

Register Now

Thanks to our Sponsors

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Platinum Partner, Cocktail Sponsor & Barista Sponsor
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Session Sponsor

Sponsorship Opportunities

To discuss which sponsorship opportunities would be best for you contact:

Nigel Pretty
T. (61) 0490 802 734
E. nigelp@bttbonline.com

Vanessa Preece
T. (61) 0490 803 313
E. vanessa@bttbonline.com

Venue

Royal Randwick Racecourse

Address: Alison Rd, Randwick NSW 2031
Phone: (02) 9663 8400
Website: www.australianturfclub.com.au/royal-randwick