FCM's AI strategy is about guardrails, trust in corporate travel

FCM has taken a deliberate approach to AI, building an in-house platform rather than bolting on off-the-shelf tools. The internal system powers its AI assistant Sam. Global Chief Experience Officer John Morhous explained that they use Anthropic's LLMs but built the 'Mosaic' platform as a guardrail system to ensure AI operates under customer control. The platform provides tools to access internal systems and trusted third-party platforms, with skills playbooks for guardrails. Morhous emphasized that AI is a capability, not a product, and should be integrated into product roadmaps, avoiding hype.