The GBTA Canada Conference will bring members of the business travel community together April 27–29 in Toronto around a core goal: learn, connect, and figure out what’s next for managed travel.
Both BCD and Advito will be represented as thought leaders again at this year’s show, with two featured education sessions: Chris Lefevre, Vice President, Americas, BCD Travel, will present “A New Era of Service Standards,” and Yanell Guillen, Senior Marketing Consultant, Advito, will lead “How to Make Traveler Communications Accessible for Everyone.”
Right now, conversations across the industry are shifting: service expectations, traveler behavior, communication design, and even how we define “success” in a program are all changing at the same time. Whether it’s economic pressure, operational change, or traveler experience, it all points back to the same question: What does a good travel program actually look like now?
Here’s why these sessions are worth attending while you’re at the conference.
If you’re still measuring response-time SLAs, you may be measuring the wrong thing
In A New Era of Service Standards, BCD’s Chris Lefevre will join other panelists to explore how traditional KPIs built for voice-era support don’t reliably track and what travelers experience or what buyers need to prove, especially as AI, self-service, and new channels become the norm. Success today is less about how fast someone answers and more about accuracy, effort, and choice. Through live polling and peer discussion, this session explores which KPIs still matter, which ones need to evolve, and how buyers can better measure performance in a hybrid service model.
For programs facing rising expectations, tighter scrutiny, or misaligned SLAs, this session offers a practical reset on what “good service” really looks like now.
Session date: April 28
Time: 4:45 p.m. – 5: 30 p.m.
Chris Lefevre
VP Program Management, Canada & US West at BCD Travel
If travelers struggle to access or read your content, it creates gaps in even the strongest travel programs.
Traveler communications can make or break a travel program. In How to Make Traveler Communications Accessible for Everyone, Advito’s Yanell Guillen shows how everyday content decisions in policies, emails, booking guides, and apps can unintentionally create friction, confusion, or exclusion.
Grounded in WCAG Level A basics, this session connects digital accessibility to real program outcomes: clearer comprehension, fewer booking errors, reduced helpdesk tickets, and stronger duty of care support. Attendees will understand how to work through common travel documents, identify hidden barriers, and apply simple, achievable fixes that improve usability for everyone, not just travelers with disabilities.
For buyers under pressure to support DE&I goals, compliance, and traveler experience without massive system changes, this session delivers immediately actionable guidance.
Session date: April 28
Time: 11:15 a.m. – noon
Yanell Guillen
Marketing Consultant, Traveler Engagement at Advito
If you’ll be at the GBTA Canada Conference, come find us.
Stop by the BCD booth and bring a real challenge you’re working through. We’re always up for a working session.
Not attending?
These are the kinds of conversations we’re having with travel managers and procurement teams every day. If it’s helpful to compare notes, connect with your BCD contact or reach out to our team.