Millennial-Gen Z business travellers confident in AI’s potential for improved experiences

New data from CTM revealed optimism

New data from CTM reveals Millennial and Gen Z business travellers are confident in AI’s potential to improve corporate travel experiences.  

Global market research conducted by Corporate Travel Management (CTM) in March 2025, surveying more than 700 Millennial and Gen Z employees, revealed optimism about the role of AI in business travel management.

Both Millennial and Gen Z respondents expect AI to have a positive impact on travel booking and in-trip experiences. The report can be downloaded for free here.

CTM’s research conducted a sentiment check on Millennial and Gen Z business travellers in relation to AI. 

It found that 41% are excited about the use of AI in travel while 31% are concerned. 

Overall, Millennial and Gen Z respondents expect AI to have a positive impact on booking speed (65%), choice of travel products (61%) and cost of travel products and services (60%) 

For a generation raised on tech, Gen Z surprisingly expressed equal excitement and concern relating to the use of AI in business travel (41% each), compared to a more positive outlook amongst the slightly older Millennials where two-thirds (66%) are excited about its potential and just 25% are concerned. 

CTM’s Global Chief Technology Officer, Joel Bailey, said: “Millennial and Gen Z travellers are going to be our future business decision-makers, so they are not just influencing the future of business travel, they are defining it. 

"Their clear preference for digital tools and confidence in the benefits of AI are shaping how we evolve our technology roadmap. 

"We’re continuing to invest in proprietary AI to deliver faster, more personalised experiences and omni-channel service solutions that empower users to book and manage travel with the convenience of their chosen device, location and time.” 

With 59% of global respondents indicating they book all their own travel, the demand for intuitive, self-service technology that enables anytime, anywhere access is accelerating. 

CTM’s proprietary virtual travel assistant, Scout, is meeting this need by allowing travellers to search, book and manage their travel within policy across devices, while supporting organisations’ duty of care and program objectives. 

Over 90$ of CTM’s customers are experiencing faster service response times as a result, with post-interaction survey satisfaction exceeding 85%.  

Respondents were also asked about their current and preferred business travel booking tools. 

The research highlighted website/online booking tools (71%) and mobile app (52%) as the top two most popular booking channel choices among Millennial and Gen Z travellers today, reflecting preferences for user-friendly, accessible booking solutions.  

While websites/online booking tools are expected to remain in pole position for booking travel in the coming two years, their usage is expected to drop by 3% (68%). 

Notably, the preference for using mobile apps in the coming two years increases by 6% (58%). 

Asia (Singapore and Hong Kong) was the only region to prioritise mobile apps as its preferred booking channel over all other tools (66%) in the coming two years.