From Applications to Services

More often than not, people outside the industry underestimate the complexity of business travel servicing. We juggle delivering millions of travel transactions across a myriad of connections while not only managing terabytes of data but also maintaining and protecting unique user data – all while delivering content that is live and accessible. This is not for the faint of heart. We are historically challenged by scattered applications which are both expensive and difficult to scale as they need to meet very specific local needs. With increasing demand for true globalization and customization TMC’s are faced with the challenge of knitting together rudimentary applications and providers in an attempt to provide tomorrow’s servicing with yesterday’s technology.

Technology is progressing rapidly, and behind the scenes, global distribution systems have slowly been investing to move to service-oriented platforms that will enable an entirely new set of capabilities. In addition, with the advent of more sophisticated mobile technology, unique traveler identification and mobile service delivery are becoming a reality.

One question we always focus on — how do we integrate existing services while anticipating others that aren’t yet conceived?

And our answer — through an adaptable open architecture that allows us to seamlessly ‘plug and play’ the infinite number of evolving services, content elements and functionalities that our customers need to stay current, safe and productive.

For some travel management companies (TMC’s) with large investments in legacy platforms, it has been harder to walk away from these choices. To keep these systems relevant, they have bubble-gummed and bolted on applications. For others, including us, adapting means a changed approach towards next-generation technology platforms that provide flexibility in delivering globalized provisioning of personalized service and access to infinite content through web based services. TMC’s that are forward thinking have been working in anticipation of these changes.

Today, information lives not in a mainframe, but on the web. It is no longer acceptable to deliver to hard coded applications built on monolithic architectures when customers seek solutions that are flexible and can be customized. Over the next 12 months our key focus at American Express Business Travel is establishing two foundational building blocks built around technologies like XML and Service Oriented Architecture. These two innovations will enable us to deliver personalized content and real time servicing to clients on mobile devices. In tandem, we’ve been working on platforms that will complement these offerings. As we approach the new year, I’m sure there are many more exciting ideas in store and many more twists and turns to keep us occupied along the way.

Lisa Durocher is the Senior Vice President of Global Marketing and Product Management for American Express Business Travel. Ms. Durocher joined American Express in 2002 as Global Vice President of Product Design and Management in Travelers Cheques and Prepaid Services (TCPS), where she designed and launched American Express Gift Cards, including expanding the business into the retail channel, Travellers Cheque Cards, and a paper product called Securefunds for use in economically unstable economies. Prior to joining American Express, Ms. Durocher spent the majority of her career in consumer-packaged goods with industry leader Procter and Gamble in Brand and General Management where she led a variety of businesses.