Game Changer Team & Tech Innovator Team Award Winners – Conferma & Hilton

Following their double win at the ITM 2026 Achievement Awards, the Conferma & Hilton Integration Team share the story behind their award-winning innovation, recognised with both the Game Changer Team Award and Tech Innovator Team Award.

Their work has revolutionised virtual card payments in hotel operations, creating a more secure and automated approach that reduces manual processes while improving efficiency for customers, travellers and hotels.

Responses attributed to Frank Passanante, Senior Vice President, Global Head of Sales & HRCC, Hilton.

🏆 Game Changer Award

What does winning the Game Changer Award mean to you/your team?

This recognition reflects what matters most to our team: listening to our customers and working alongside them to solve real pain points. We heard about the friction that can come with virtual card payments for them and their travelers and we didn't want to just create a "patch" on the problem. We partnered with Conferma to create a more efficient, secure option that works for customers and hotels. This recognition reinforces the value of staying close to customer needs and building solutions around them.

What challenge or opportunity first sparked the change or transformation that led to this achievement?

We saw an opportunity to offer payment solutions that align with how they manage and book travel today. As customer needs continue to evolve, our focus has been on working alongside them to understand their challenges and deliver options that provide greater flexibility, efficiency and control. By automating the virtual credit card payment process, we're eliminating a major pain point around virtual card payments, creating benefits for travel managers, travelers and hotels alike.

Looking back, what was the biggest obstacle you had to overcome along the way?

Scaling long-lasting solutions that work for customers, technology partners and our hotels is always one of the greatest challenges when it comes to developing something like this. It's not enough to solve a problem for one part of the ecosystem—you have to create an approach that delivers value for everyone involved and can be sustained over the long term. That requires alignment, collaboration and a willingness to continually refine the solution as needs evolve.

What advice would you give to others looking to drive meaningful change in the business travel industry?

Always start with the customer challenge first. Then focus on creating measurable value. Meaningful innovation happens when organizations embrace collaboration, challenge legacy processes, and remain committed to long-term transformation.

🏆 Tech Innovator Award

What does winning the Tech Innovator Award mean to your team?

This award is a testament to the dedication and vision of our team and partners. It recognizes our commitment to leveraging technology to create meaningful improvements for our customers and the broader business travel industry.

What challenge or opportunity inspired the innovation that earned this recognition?

We identified an opportunity to modernize how virtual card payments are handled within hotel operations, reducing manual intervention while improving efficiency, security, and accuracy. The result is a solution that benefits travelers, corporations, travel management companies, and hotels alike.

How does your team encourage creativity and innovation while still delivering for customers?

We stay focused on customer needs while fostering a culture that encourages new ideas and cross-functional collaboration. By combining industry expertise with a willingness to challenge conventional processes, we can innovate while maintaining operational excellence.

What advice would you give to organizations looking to embrace new technologies successfully?

Keep the customer at the center of every decision and focus on solving real business challenges. Successful technology adoption requires strong partnerships, organizational alignment, and a clear vision of the value being created.

If you could take a trip anywhere in the world with no limits on budget or agenda, where would you go and why?

I'd explore every part of Italy—from the major cities to the smaller towns and islands in between. I've always been drawn to the country's rich history, distinct regional cultures and incredible food. Every part of Italy offers something different, and it's the kind of destination where you could spend months traveling and still feel like there's more to see.