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

Email

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

Thank youTed Schadler

+1 617.613.5975

tschadler@forrester.com

Twitter: @tedschadler