taking advantage of digital disruption in travel and expense
TRANSCRIPT
Making Leaders Successful
Every Day
Taking Advantage Of Digital
Disruption In Travel And Expense
Ted Schadler, Coauthor of Empowered
November 13, 2013
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Agenda
› What is digital disruption?
› How does it affect markets?
› How can you take advantage of it?
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When companies adopt
technology, they do old
things in new ways;
When companies internalize
technology, they find
disruptive new things to do.
What in the world is digital disruption?
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› They build better product experiences
› That create stronger customer relationships
› Doing it all faster than before
Digital disruptors raise the bar
Digital disruption economics permit this.require
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How digital disruption economics work
Old disruption Digital disruption
10 xthe innovators
1/10ththe cost
100Xthe power
Source: October 27, 2011, “The Disruptor’s Handbook” Forrester report
Disruption isn’t new . . .Image source: Photo Dictionary (www.photo-dictionary.com)
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Image source: Associated Press (AP.org)
Source: NBC News and The Associated Press (http://photoblog.nbcnews.com/)
. . . but digital disruption is
Platform creators Experience creators
How does digital disruption affect markets?
Digital disruptors can be a positive force
› Dramatically improve services
› Support new patterns of life and work
› Ultimately, cut service costs
› . . . Including those in travel and expense
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Mobile devices are on the rise, fueled by employees’ desire for freedom
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Expense and travel app adoption lags on smartphones and tablets
15%
22%
15%
16%
75%
19%
19%
24%
21%
65%
16%
14%
24%
60%
90%
Travel apps
Expense apps
File sync & share
Intranet portal
Computer(N = 2,699)
Tablet(N = 605)
Smartphone(N = 1,303)
“Which applications do you use on
these devices for work?”
Base: Information workers using each deviceSource: Forrester Forrsights Global Workforce Survey, 2012
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“Checked my travel itinerary” on
a mobile device.*23%
Are “frustrated when something I
want isn’t on my phone.”52%
Source: North American Technographics® Community Panel (US, Canada)
*Source: North American Technographics Auto and Travel Survey, Q3 2013
Base: Highly mobile adults
*Base: 675 adults taking 2 or more
business trips in the last 12 months
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“We found a lower fare
for your flight”
(that takes
sophisticated
analytics)
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Will spend IT budgets on analytics
and big data in the next 12 months*71%
Source: Forrsights Strategy Spotlight: Business Intelligence And Big Data, Q4 2012
* Source: Forrsights Services Survey, Q3 2013
*Base: 617 North American IT decision-makers
See data as critical to
planning, budgeting, and
forecasting.
84%
Base: 603 business and IT decision-makers
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Three steps to harnessing digital disruption
1. Look for service & delivery inefficiencies
2. Embrace new platforms for performance
3. Seek alliances that improve service & delivery
