RMBTA 2014 Education Day Soaring To New Heights April 10, 2014 Session 1: Data/Sources of Data/Measuring Data/Getting the most value out of the data Presenters: Shari Quackenbush - DTM, Global Agency & Online Lead, IBM Mark Walton – VP, Strategy and Account Management, Orbitz for Business Will Tate – SVP, Management Alternatives

“Soaring to new Heights” RMBTA 2014 Education Day “Soaring to new Heights” April 10, 2014 Mark Walton Orbitz for Business Vice President Mark.Walton@orbitz.com

“Soaring to new Heights” RMBTA 2014 Education Day “Soaring to new Heights” April 10, 2014 Shari Quackenbush IBM DTM, Global Agency & Online Lead shari@us.ibm.com

“Soaring to new Heights” RMBTA 2014 Education Day “Soaring to new Heights” April 10, 2014 Will Tate Management Alternatives Senior Vice President willtate@manage-alt.com

“Soaring to new Heights” RMBTA 2014 Education Day “Soaring to new Heights” April 10, 2014 Session Agenda Sources/Measurement Compliance Benchmarking Innovation

“Soaring to new Heights” RMBTA 2014 Education Day “Soaring to new Heights” April 10, 2014 Data Sources Travel Management Company Payment/T&E card Supplier direct GL/expense data Consolidated sources Other third party

“Soaring to new Heights” RMBTA 2014 Education Day “Soaring to new Heights” April 10, 2014 Why we need travel data Program Management Compliance/behavior modification Achievement of program goals Understanding dept/div program metrics Supplier Management/Negotiations Health/Safety/Security Duty of Care / Employee Tracking

New uses for travel data RMBTA 2014 Education Day “Soaring to new Heights” April 10, 2014 New uses for travel data CO2 Emissions Company social networking purposes Gamification

Balancing two primary requirements RMBTA 2014 Education Day “Soaring to new Heights” April 10, 2014 Balancing two primary requirements Empower Travelers Optimize Value $ Ensure productive options for travelers Program management

“Soaring to new Heights” RMBTA 2014 Education Day “Soaring to new Heights” April 10, 2014 Data Benefit Summary Relevant Sort/drill down capabilities Benchmark based on several criteria to include similar size, region, policy, and/or industry Identify and proactively react to trends in spend Manage vendor compliance in near real-time Intuitive dashboards deliver actionable data in an interactive and graphical format Actionable Improve Results Change behavior Peer/Internal benchmarking Possible use of gamification

“Soaring to new Heights” RMBTA 2014 Education Day “Soaring to new Heights” April 10, 2014 Compliance

“Soaring to new Heights” RMBTA 2014 Education Day “Soaring to new Heights” April 10, 2014 Compliance - Goals Image provided by Prime Analytics

“Soaring to new Heights” RMBTA 2014 Education Day “Soaring to new Heights” April 10, 2014 Compliance - IBM Collect itinerary data Immediate message to travelers when Out of Policy Provide “Dashboards” for Lines of Business Share Savings Opportunities with Lines of Business (e.g. booking 1 day earlier would produce $x in savings)

“Soaring to new Heights” RMBTA 2014 Education Day “Soaring to new Heights” April 10, 2014 COMPLIANCE Motivation is the art of getting people to do what you want them to do because they want to do it. Dwight D. Eisenhower

“Soaring to new Heights” ROI of Air Travel Compliance RMBTA 2014 Education Day “Soaring to new Heights” April 10, 2014 This example captures Cost Avoidance by ticket. Others use Cost Per Mile, after establishing a baseline then restating all future costs to baseline.

“Soaring to new Heights” ROI of Air Travel Compliance RMBTA 2014 Education Day “Soaring to new Heights” April 10, 2014 This example captures Cost Avoidance by ticket. Others use Cost Per Mile, after establishing a baseline then restating all future costs to baseline.

“Soaring to new Heights” RMBTA 2014 Education Day “Soaring to new Heights” April 10, 2014

“Soaring to new Heights” RMBTA 2014 Education Day “Soaring to new Heights” April 10, 2014

“Soaring to new Heights” RMBTA 2014 Education Day “Soaring to new Heights” April 10, 2014 Benchmarking

“Soaring to new Heights” RMBTA 2014 Education Day “Soaring to new Heights” April 10, 2014 Benchmarking Image provided by Prime Analytics

“Soaring to new Heights” RMBTA 2014 Education Day “Soaring to new Heights” April 10, 2014 Benchmarking - IBM Benchmark everything!! Costs Suppliers Compliance Lines of Business against each other Savings Processes Policy

“Soaring to new Heights” RMBTA 2014 Education Day “Soaring to new Heights” April 10, 2014 BENCHMARKING “Comparison is the death of joy.” Mark Twain

“Soaring to new Heights” RMBTA 2014 Education Day “Soaring to new Heights” April 10, 2014

“Soaring to new Heights” RMBTA 2014 Education Day “Soaring to new Heights” April 10, 2014 $50K Saved $75K Saved $205K Saved $110K Saved

“Soaring to new Heights” RMBTA 2014 Education Day “Soaring to new Heights” April 10, 2014 Global Program Progress: By Component

“Soaring to new Heights” RMBTA 2014 Education Day “Soaring to new Heights” April 10, 2014 Global Program Progress: By Country

“Soaring to new Heights” RMBTA 2014 Education Day “Soaring to new Heights” April 10, 2014 Innovation

Innovation - Goal Summary RMBTA 2014 Education Day “Soaring to new Heights” April 10, 2014 Innovation - Goal Summary Image provided by Prime Analytics

“Soaring to new Heights” RMBTA 2014 Education Day “Soaring to new Heights” April 10, 2014 Innovation - IBM STOP! Communicating to travelers via email Message - to travelers while traveling – policy and savings opportunities Share – traveler “compliance statistics” at point of sale Predictive - Recognize new travel pattern and negotiate related agreements

“Soaring to new Heights” RMBTA 2014 Education Day “Soaring to new Heights” April 10, 2014 INNOVATION Any intelligent fool can make things bigger and more complex...It takes a touch of genius - and a lot of courage to move in the opposite direction. Albert Einstein

“Soaring to new Heights” RMBTA 2014 Education Day “Soaring to new Heights” April 10, 2014 What? What Measures Matter? Align with Culture Hot Button Issues Quick Wins Problematic Areas So What? Why do those Measures Matter? What problems do they solve? What happens if they change? What happens if they don’t change?

“Soaring to new Heights” RMBTA 2014 Education Day “Soaring to new Heights” April 10, 2014 INNOVATION Value of the Traveler Experience Cost of Unhappy Customers Cost of Non Compliance Demand Management Effectiveness

“Soaring to new Heights” RMBTA 2014 Education Day “Soaring to new Heights” April 10, 2014

“Soaring to new Heights” Case Study RMBTA 2014 Education Day “Soaring to new Heights” April 10, 2014 The Problem Recent Airline Sourcing Criticized by Management “Too focused on savings” not traveler experience The Solution Gain the Voice of Customer on for New Airline Partnerships

“Soaring to new Heights” RMBTA 2014 Education Day “Soaring to new Heights” April 10, 2014 Case Study You are aware of the recent change in airline partnerships for our company. Please comment on this change: How has it impacted your travel experience? Made travel more difficult Made travel less difficult No change What is your experience with the new airline partners? Worse than the prior partners Better than the prior partners 92%!! Yay!! 89%!!

“Soaring to new Heights” RMBTA 2014 Education Day “Soaring to new Heights” April 10, 2014 Case Study The Problem Recent Airline Sourcing Criticized by Management “Too focused on savings” not traveler experience The Solution Gain the Voice of Customer on for New Airline Partnerships The Benefits New Airline Partnerships Working Well! Anecdotal Opinions Lost Relevance Validation TO Travelers Validation OF Sourcing Effort

“Soaring to new Heights” RMBTA 2014 Education Day “Soaring to new Heights” April 10, 2014

“Soaring to new Heights” RMBTA 2014 Education Day “Soaring to new Heights” April 10, 2014 Excludes: Increased Costs from Booking Out of Policy Away from Designated TMC Supplier Interaction Costs Safety/Security Risks from Alternate Booking Channel Employee Morale (Badwill) Diminishes Program Credibility

A Happy Traveler Story: RMBTA 2014 Education Day “Soaring to new Heights” April 10, 2014 A Happy Traveler Story: