CWT

COMPANY PROFILE

Key staff

Patrick Andersen, president & chief executive officer 
Nick Vournakis, chief customer officer 
John Pelant, chief experience & technology officer 
Judy Hendrick, chief financial officer (retiring 1 July 2023)
Jim Shepherd, chief financial officer (1 July 2023 onwards)
Brian Mogler, chief partnership officer 
Julia Kou, chief strategy officer 
Raphael Pasdeloup, managing director, enterprise customers
Tammy Morgan, vice president, global market management
Darren Toohey, head of global sales
Phil Wooster, head of sales, EMEA
Stéphane Birochau, head of global market management, EMEA
Ian Cummings, global head, meetings & events

Main industry sectors

Charity and not for profit, chemical industries, construction, defence and aerospace, engineering, financial and professional services, food, drink and tobacco, government and public sector, healthcare and pharmaceutical, hotels, tourism and catering, information technology, manufacturing, media and entertainment, mining, music and film touring, oil and gas, retail, sport, telecoms and postal services, transport sector and logistics, utilities

Services in addition to business travel

Consultancy, group travel, incentives, leisure travel, meetings and events, passport and visa services, sustainability programmes, traveller wellbeing services, venue sourcing, VIP travel

Type of company

Privately held company

Awards and accreditations

• CWT ESG practices have consistently been rated among the top companies by EcoVadis worldwide: Platinum - (top 1%) two-time award winner; Gold - three-time award winner; Silver - four-time award winner
• BTN Sustainability Awards Europe – CWT recognised for Achievement in Advancing Sustainability Data and Reporting 
• CWT M&E France wins Heavent Award for Best Forum, Summit, Congress or Exhibition on behalf of client, Microsoft for its annual BUILD Conference
• CWT M&E named finalist for Global Agency of the Year and Event Management Agency of the Year at the CN Agency Awards
• CWT M&E wins Accor’s Net Zero Challenge for an event

Office locations

Presence (wholly owned, joint venture, and partnership), in nearly 140 countries worldwide. Regional headquarters in Minneapolis, London and Singapore

Association and network membership

AFTM, The BTA, DBGTA, FBTA, GBTA, GEBTA, ITM, NATM, NBTA, SBTM, VDR

Full-time equivalent staff

Around 12,000 globally

Average length of service (years)

11

ESG/CSR/DEI policies

• Signatory to the United Nations Global Compact (UNGC) 
• Code of Business Ethics and Conduct states CWT’s commitment to pursuing environmentally sound business practices and commitment to recognising and respecting diversity
• In 2021 signed the Science Based Targets Call to Action Standard Commitment Letter and this year will begin submission of Science Based Targets
• In 2022 introduced four new Employee Resource Groups (each sponsored by one or more members of the executive leadership team): Women of CWT, LGBTQ+ and Allies Race & Ethnicity Veterans
• Named on the Human Rights Campaign Foundation’s Corporate Equality Index’s Best Places to Work for LGBTQ+ Equality list in 2022
• CEO and other members of the Executive Leadership Team sit on the Compliance Committee with support of a team of lawyers and professionals who oversee the day-to-day management of the Ethics and Compliance programme under the leadership of the chief compliance officer
• Dedicated responsible supplier code
• Confidential 24/7 ethics helpline
• Global DE&I Charter informed by the UNGC and the United Nations Women’s Empowerment Principles 
• In 2022, DE&I criteria were added as management bonus objectives for all CWT leadership
• Member of General Counsel for Diversity & Inclusion

GDS

Amadeus, Sabre

Online booking tools

Amadeus cytric, GetThere, Serko, SAP Concur, myCWT proprietary global travel platform, CWT Book2Go (Italy), VOB (Turkey), Deem (North America), Zillious (India), Argo STO (Brazil)

Expense management tools

Amadeus cytric expense, Chrome River, SAP Concur, Serko Zeno expense 

Other technology (I=in-house, T=third-party)

Air reshopping I, T
Auditing I
Business intelligence I, T
Data visualisation I, T
Disruption management I, T
Hotel reshopping I, T
Meetings management I
Mobile booking app I, T
Mobile itinerary app I, T
Peer benchmarking I
Personalised trip recommendation I
Pre-trip approval I, T
Profile management I, T
Quality assurance I
Sustainability reporting I, T
Traveller tracking I
Travel risk management I, T
Unused ticket management I

Other technology

Proprietary myCWT travel management platform; multi-lingual messaging / chat traveller support available through myCWT, Microsoft Teams, Workplace (Meta) with WhatsApp currently in pilot; Program Messenger proprietary personalised communication service; CWT Travel Essentials (Sherpa) travel restrictions and procedures tool; point-of-booking carbon emissions indicators for air, car, train, hotel (Thrust Carbon); Carbon emissions dashboards (Thrust Carbon); meetings & events carbon calculator (Thrust Carbon); guest travel solutions (Serko), virtual payment solutions (Conferma), VAT reclaim, tax and immigration compliance (Tracker Software Technologies)

Technology strategy

Create value for customers and key stakeholders in their organisations to see where it makes sense to build, partner or buy, supported by an API-forward posture. CWT’s open API platform enables connections with suppliers, start-ups, and other third parties

NDC content

CWT is working alongside airlines and industry technology partners to ensure technologies work seamlessly together for an integrated workflow that can meet clients’ rigorous performance requirements at scale. CWT has provided customers with access to NDC content since 2019, starting with the Lufthansa Group. CWT’s currently offers NDC content from 45+ airlines. In 2022, CWT launched customer pilots enabling travel counsellors to make live NDC bookings on Air France-KLM, Finnair, Qantas, Singapore Airlines and United Airlines

Biggest innovations of 2022

• New trip planning, management, and collaboration functionalities on myCWT e.g. travel arranger flight booking capabilities, and a feature that allows travellers to share a real-time view of their itinerary with their colleagues. Addition of car rental and train booking capabilities on myCWT web and mobile channels
• Launched a 24/7 English-Mandarin bilingual service hub in response to the growing demand from Chinese multinationals.
• Two new solutions to help event organisers create a better attendee experience: a tool that facilitates easy and efficient collaboration with planners for designing event websites; and chat support for event attendees who need assistance
• Further global expansion of CWT’s easy meetings tool for online booking of small meetings