BCD Travel and Advito outline five shifts shaping managed travel in 2027

Key points

• The AI conversation has moved from experimentation to adoption, integration and business impact, with standing-room-only sessions; the challenge is where AI fits into workflows, governance and helping employees use it with confidence.
• Many organizations evaluate similar AI platforms, data tools and automation, so the differentiator is how well they support employees through change, with culture, governance, training and communication often determining outcomes.
• BCD's Teri Miller says the industry has focused on program management but not enough on front-line servicing; as self-service expands, experienced travel consultants remain critical during disruptions, emergencies and complex itineraries.
• Traveler engagement is becoming hyper-personalized, making broad awareness campaigns less effective and requiring targeted communications, behavioral insights and context-aware engagement.
• Resilience is replacing prediction as a planning strategy; both leaders emphasized preparedness and prioritizing adaptability, governance, stakeholder alignment and traveler engagement.
• The observations follow 2026 industry events including SAP Concur Fusion, ProcureCon and the GBTA Convention, and point to managed travel trends for 2027 and beyond.