Beth Marino Fox World Travel chief experience Officer Share BTN managing editor Amanda Metcalf: You oversee operations for business travel, vacation travel and meetings and incentives, as well as supplier solutions and the customer experience group.Why does Fox put all that together?We had been doing a lot of work around the customer experience since 2016, starting things like Net Promoter Score, creating traveler journey maps, which is how we identify where we could utilize technology to improve our touch points with our customers. We decided it made sense that the people who provide the customer experience be all under the same umbrella.You mentioned traveler journey maps. What are those?We identify the core and most common traveler journeys. We start from the time a traveler determines they need to travel and end when the expense report is completed. Then we map every step throughout that journey, where there are gaps for customer experience, determining where we wanted to spend time and energy and technology. Give me an example of where you are investing in your findings. One area was travel disruption. We [already] tell people about a delay or cancellation. They get the notifications on the [MyFoxWorld] app or they receive the text or email alerts, and then they can call and we can do something about it. But we're finding [in our journey mapping] all this anxiety about things like inclement weather. Airlines have been getting much better about providing waivers so [travelers] can be proactive. But it's important for us to get in front of that, so we connected with FlightGlobal's API [which provides real-time airline waiver information] and we created technology to send waiver messages to our travelers. We immediately know how many waivers are connected to a traveler. In situations where they can actually avoid a disruption, we can send them alternative options to connect in other cities. Since implementing the waiver notifications, we [have seen] a spike in calls [coming in] before it gets difficult for [travelers] to get another flight.Do journey maps come into play any other way?We recently added to our client consulting portfolio working directly with clients to create their individual traveler journey maps, including travelers, people in [clients'] accounting teams and travel admins. There have been a lot of unique findings from their specific maps like approval and the expense report process. For a handful, many of their travelers average only 1.7 [trips per year]. They need a different type of training and refreshers, and so now we're in some great conversations. We'll take the map and then we'll also really heavily integrate Net Promoter Score data that will help us identify some of the emotions or pain points.How did this map approach come about?We've been doing maps for about three years. The client-facing traveler journey maps are new to us in 2019. We're very focused on process improvement, and we felt that would be a tool as we were strategically planning out the future: "How are we going to get the information that we need to be constantly improving?" There's really no better source than the traveler directly.So what technology does Fox have up its sleeve?We partnered with data visualization company Domo, and we are aggregating all of the wonderful sources of data in the world of travel. Our client solutions team reviews customers' spend in that real-time data visualization [starting with April's client reviews of the first quarter of 2019]. They have access to all the data we have, but then we can predict that their spend, following a dip, will increase approximately X percent. The opportunities are limitless, so it will be one of those things that we talk about with our clients.