Hotels 2020 -   Rethinking Hotel Strategies, BusinessModels and Investment     PropositionsHotel Investment ConferenceLond...
Hotels 2020 – Objectives• Identify key drivers of change  for the globally branded hotel  sector over the next decade• Exa...
Hotels 2020 – Research Methods• Expert Interviews• Desk Research• Global Survey• Workshops (Delhi, Dubai)
Growth is no Longer a ‘Given’
Thinking is Back in Fashion
Transformational Change?   It’s Only Just Begun
Demographic Destinies 2 billion more people in 40 years –Demographics is Driving Economics         448    739 691         ...
Reorientation of Global Markets  Today - US – 3 Seats per head / China 0.3 / India 0.1Asia – a third of all flyers (2013) ...
Heavy investment in emerging tourism markets will widen traveller choice, increase competition and potentially drive down ...
Tomorrow’s Traveler - Demographics• Over 60’s in developed  economies to rise from 22-  33% from 2009 and 2050.• In develo...
Life Redefined –        Lifespans are IncreasingUnder 50’s have 90%chance of living to 100.Aubrey de Grey suggestswe could...
Tomorrow’s Traveler –              Spending Patterns• By 2020, Asian  consumers could account  for over 40% of global  mid...
The Asian middle classes will make up the largest            share of international travel                                ...
Traveller BehavioursToo Busy To CareComplex Lives, PressurisedFinancesCraving SimplicityWealthy and Hard to Please
Hotels will increasingly consider factors such as cost of servicing, level of spend and average length of stay when target...
SustainabilityEnvironmental considerations will play an increasing role inthe choice of business and leisure hotels.      ...
Hotel 1000 Seattle – Guest Sensors
Crowne Plaza Copenhagen Towers –Solar Power, Geothermal Well, Eco-rooms
Tomorrow’s Traveler – Technology• Number of mobile subscribers  could rise from 4Bn to 5Bn  2009-2015• Mobile data traffic...
Traveler motivations will become increasingly fragmented and diverse    and harder to segment into clearly definable custo...
Customers will increasingly use social media andcollective intelligence travel services (like Dopplr) to  define the desir...
Hotels will need to develop strong social media listening skills tounderstand how customer needs and perceptions of brands...
Technology and Connectivity Drivers    Hotels will increasingly look to new technologies todrastically increase efficiency...
Hotel Technology Development               Roadmap to 2020Widespread Now       Widespread by 2015                        W...
Hotel Technology Development             Roadmap to 2020Widespread Now          Widespread by 2015     Widespread by 2020G...
Hotel Technology Development          Roadmap to 2020Widespread Now          Widespread by 2015            Widespread by 2...
Thought Control - Today
Personalization
Augmented Reality
Data Immersion / Heads up
Ambient Intelligence
Opportunities and Implications•   Developing strategy in an uncertain world•   Management of the brand portfolio•   Evolut...
By 2020 global hotel groups will increasingly seek to cover    the full spectrum from budget through to luxury and        ...
Hotel groups and owners may increasingly seek to co-locate   different categories of hotel from budget to luxury in acommo...
By 2020 a new category of co-branded and co-designed     ‘signature’ properties will emerge within hotel chain portfolios,...
By 2020 we will see the emergence of a new breed of unbranded hotelgroup, offering white label solutions- including sophis...
The emergence of invitation-only hotels’ by 2020The emergence of invitation-only hotels’ by 2020587 Respondents
By 2020 hotels will increasingly experiment with a range of                       business models602 Respondents
Hotels will use discount offers to capture a share of pre- and post-trip travel spend e.g. purchase of luggage, clothing, ...
Hotels will create their own catalogues of branded amenities,              clothing, furniture and decorations610 Responde...
Hotels will increasingly provide additional business services   e.g. translation, access to legal and accounting advice,se...
PricingIn a highly automated world, there will be a range of customers at   every price point who are willing to pay for p...
Hotel Categorization may Need to Evolve to Focus         More on Service Than Facilities
Segmentation71% agreed that‘traveler motivations willbecome increasinglyfragmented and diverseand harder to segmentinto cl...
Hotel guests will expect their stay to be personalized  around a set of choices they make at the time of             booki...
The Emergence of Personalized            Service Spectrums86% agreed that by 2020,personalization will have beenembraced w...
What’s in the Service Spectrum?• Customer             • Food and Beverages  Relationship /       • Technology, Media  Comm...
Customer Journey – Core Processes
Staff and Service  Highly trained staff backed up by technology will be key to delivering                  personalized se...
The Bedroom Environment
Food and Beverages
Technology, Media and Telecommunications
Mapping a Path to 2020 Strategic Management ImperativesHorizon scanning   Scenario based planning       AnticipationOpen p...
Hotels 2020 – Key Characteristics of Successful Players in Tomorrow’s               World
1. Deep understanding of an increasingly       geographically, financially, generationally and      attitudinally diverse ...
2. Immersive, tactile and multi-dimensional technology interfaces• Augmented reality creates  digital overlay’s on the ‘re...
3. Continuous search for ancillary revenues• Potential to capture  more of total trip  spending• Identification of new  st...
4. Open, listening, collaborative and experimentalapproach to innovation96% believe that in theface of intense globalcompe...
5. An organization capable of surviving andthriving in turbulence and uncertainty• Prepare for a  range of possible  scena...
Hotels 2020: Conclusion• The hotel of the future  will be a living  laboratory   – Constant     experimentation and     in...
Hotels 2020 – Beyond SegmentationThank You
Fast Future –   Hotel and Meetings Industry Services• Briefings and workshops for executive  management and boards of hote...
Fast Future•   Research, consulting, speaking, leadership•   5-20 year horizon - focus on ideas, developments,    people, ...
Convention 2020•   Global strategic foresight study to help the meetings industry prepare for    the decade ahead - Indust...
Rohit Talwar•   Global futurist and founder of Fast Future Research.•   Award winning speaker on future insights and strat...
Designing Your Future      Key Trends, Challenges and Choices Facing          Association and Nonprofit Leaders• 50 key tr...
Our Services                                    Bespoke research; Identification &                                    Anal...
Example Projects•   Public and private client research e.g. :     – Convention 2020 – the Future of Business Events     – ...
Example Clients
Source Page p.1Page2.        http://www.townhousecompany.com/wmslib/Gallery_Bonham/Bon-Check-In-700x500.jpg3.        http:...
Image Sources p.234.      http://www.hotels.com/3/hotelimages/s/082000/082704A.jpg35.      http://images.watoday.com.au/20...
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Rohit Talwar - Hotels 2020 Keynote to Hotel Investment Conference - London 07 09 11

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Presentation sharing the findings of the Hotels 2020 study focusing on hotel strategies and innovations in an era of personalization and rapid change.

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Rohit Talwar - Hotels 2020 Keynote to Hotel Investment Conference - London 07 09 11

  1. 1. Hotels 2020 - Rethinking Hotel Strategies, BusinessModels and Investment PropositionsHotel Investment ConferenceLondon – September 7th 2011 Rohit Talwar CEO Fast Future Research rohit@fastfuture.com
  2. 2. Hotels 2020 – Objectives• Identify key drivers of change for the globally branded hotel sector over the next decade• Examine the implications for: – Hotel strategy – Brand portfolio – Business models – Customer targeting – Innovation
  3. 3. Hotels 2020 – Research Methods• Expert Interviews• Desk Research• Global Survey• Workshops (Delhi, Dubai)
  4. 4. Growth is no Longer a ‘Given’
  5. 5. Thinking is Back in Fashion
  6. 6. Transformational Change? It’s Only Just Begun
  7. 7. Demographic Destinies 2 billion more people in 40 years –Demographics is Driving Economics 448 739 691 5231 344 1998 4157 729 1030 585 2010 2050 Source : United Nations
  8. 8. Reorientation of Global Markets Today - US – 3 Seats per head / China 0.3 / India 0.1Asia – a third of all flyers (2013) and travel spend (2020)
  9. 9. Heavy investment in emerging tourism markets will widen traveller choice, increase competition and potentially drive down prices and profit margins across the spectrum of hotels 70 58 60 50 40 30 21 20 20 10 1 0 593 Respondents Strongly agree Agree Disagree Strongly disagree
  10. 10. Tomorrow’s Traveler - Demographics• Over 60’s in developed economies to rise from 22- 33% from 2009 and 2050.• In developing world, from 9 to 20%• Global retirement market 2010-2020 could grow from $28 - $46 Tn• Global middle class could rise from 430M to 1.2 Bn (2000 – 2030)
  11. 11. Life Redefined – Lifespans are IncreasingUnder 50’s have 90%chance of living to 100.Aubrey de Grey suggestswe could live to 500 or 1000What are the health,consumption and resourceimplications?What kind of opportunitieswill be created?
  12. 12. Tomorrow’s Traveler – Spending Patterns• By 2020, Asian consumers could account for over 40% of global middle class consumption• By 2014 female wealth could reach $18 trillion• Females could control 70% of global consumer spending
  13. 13. The Asian middle classes will make up the largest share of international travel 60 54 50 40 30 25 21 20 10 1 0600 Respondents Strongly agree Agree Disagree Strongly disagree
  14. 14. Traveller BehavioursToo Busy To CareComplex Lives, PressurisedFinancesCraving SimplicityWealthy and Hard to Please
  15. 15. Hotels will increasingly consider factors such as cost of servicing, level of spend and average length of stay when targeting potential customers in different geographic markets 70 58 60 50 39 40 30 20 10593 Respondents 0 3 0 Strongly agree Agree Disagree Strongly disagree
  16. 16. SustainabilityEnvironmental considerations will play an increasing role inthe choice of business and leisure hotels. 606 Respondents
  17. 17. Hotel 1000 Seattle – Guest Sensors
  18. 18. Crowne Plaza Copenhagen Towers –Solar Power, Geothermal Well, Eco-rooms
  19. 19. Tomorrow’s Traveler – Technology• Number of mobile subscribers could rise from 4Bn to 5Bn 2009-2015• Mobile data traffic to rise 300- fold by 2015 (Nokia).• By 2020 the range and nature of interaction technologies / customer ‘touch points’ will expand dramatically.• ‘Go nowhere’ gamers• Personal genetic profiles
  20. 20. Traveler motivations will become increasingly fragmented and diverse and harder to segment into clearly definable customer groupings604 Respondents
  21. 21. Customers will increasingly use social media andcollective intelligence travel services (like Dopplr) to define the desired ‘product’ for a temporary self- forming group. 50 45 45 45 40 35 30 25 20 15 9 10 5 0 0601 Respondents Strongly agree Agree Disagree Strongly disagree
  22. 22. Hotels will need to develop strong social media listening skills tounderstand how customer needs and perceptions of brands and servicequality are truly evolving and to develop service propositions, marketingmessages, and pricing solutions that reflect the needs of an increasingly diverse customer base. 60 54 50 42 40 30 20 10 4 0 0597 Respondents Strongly agree Agree Disagree Strongly disagree
  23. 23. Technology and Connectivity Drivers Hotels will increasingly look to new technologies todrastically increase efficiency, reduce costs, personalise the customer experience and improve service. 60 54 50 41 40 30 20 10 4 1 0605 Respondents Strongly agree Agree Disagree Strongly disagree
  24. 24. Hotel Technology Development Roadmap to 2020Widespread Now Widespread by 2015 Widespread by 2020Relationship Management1.67 billion web users Dominance of online bookings 5 billion web usersRise of social meeting Evolution of Customer Intelligent Agents / SoftwareTravel planning Relationship Management AssistantTablet computers (CRM) Semantic WebWireless broadband High bandwidth wireless Intelligent WebVirtual Travel broadband Immersive Web (Use of web Speech Recognition and technology to deliver Language Translation in daily sensation, experience and use emotion)Personal TechnologyAugmented Reality (figure 3) Explosion Of Personal Display 5G Phones Devices Gesture Interfaces (figure 5) Mind Control Headsets (figure Heads Up Displays (figure 6) 4) 4G Phones Intelligent Interfaces
  25. 25. Hotel Technology Development Roadmap to 2020Widespread Now Widespread by 2015 Widespread by 2020Guestroom FunctionalityCentralized and 3D TV 4D TVpersonalized control of Multimedia Beds Sensor-Based Roommedia, lighting and IP Telephony Managementtemperature IPTV Personal Robots Smartphone Room Access In Room ConciergeMeeting Support Video Conferencing / Tele-presence Virtual Meetings And Hybrid Events
  26. 26. Hotel Technology Development Roadmap to 2020Widespread Now Widespread by 2015 Widespread by 2020Guest ServicesSelf Service Kiosks Interactive Displays Touchable Holographs3D Displays Interactive Surfaces Haptics Technology (allowing Near Field Communication users to physically feel (NFC) virtual objects on a computer) Quick-Response (QR) CodesBusiness Operations And ManagementCloud Computing Biometrics (E.G. Voice / Facial Recognition) RFIDData Security Ambient Intelligence Sensor Networks Hybrid Platforms Swarm Intelligence Monitoring And Surveillance (Analyzing Group Behavior) Knowledge Mining Remote Sensing Security Predictive Analytics Crowd Farming
  27. 27. Thought Control - Today
  28. 28. Personalization
  29. 29. Augmented Reality
  30. 30. Data Immersion / Heads up
  31. 31. Ambient Intelligence
  32. 32. Opportunities and Implications• Developing strategy in an uncertain world• Management of the brand portfolio• Evolution of business and revenue models• Location• Categorization in the era of personalisation.
  33. 33. By 2020 global hotel groups will increasingly seek to cover the full spectrum from budget through to luxury and heritage properties606 Respondents
  34. 34. Hotel groups and owners may increasingly seek to co-locate different categories of hotel from budget to luxury in acommon location with shared catering and leisure facilities for use by all guests598 Respondents
  35. 35. By 2020 a new category of co-branded and co-designed ‘signature’ properties will emerge within hotel chain portfolios, providing differentiation and opening up ancillary revenue stream options By 2020 a new category of co-branded and co-designed ‘signature’ properties will emerge within hotel chain portfolios, providing differentiation and opening up ancillary revenue stream options 60 57 50 40 30 22 19 20 10 2 0590 Respondents Strongly agree Agree Disagree Strongly disagree
  36. 36. By 2020 we will see the emergence of a new breed of unbranded hotelgroup, offering white label solutions- including sophisticated marketing, very high standards of service and advanced technology support while allowing owners to develop their own brands595 Respondents
  37. 37. The emergence of invitation-only hotels’ by 2020The emergence of invitation-only hotels’ by 2020587 Respondents
  38. 38. By 2020 hotels will increasingly experiment with a range of business models602 Respondents
  39. 39. Hotels will use discount offers to capture a share of pre- and post-trip travel spend e.g. purchase of luggage, clothing, transportation, insurance, duty free etc.610 Respondents
  40. 40. Hotels will create their own catalogues of branded amenities, clothing, furniture and decorations610 Respondents
  41. 41. Hotels will increasingly provide additional business services e.g. translation, access to legal and accounting advice,secretarial support, company formation, organization of small meetings, etc610 Respondents
  42. 42. PricingIn a highly automated world, there will be a range of customers at every price point who are willing to pay for personal service610 Respondents
  43. 43. Hotel Categorization may Need to Evolve to Focus More on Service Than Facilities
  44. 44. Segmentation71% agreed that‘traveler motivations willbecome increasinglyfragmented and diverseand harder to segmentinto clearly definablecustomer groupings’.
  45. 45. Hotel guests will expect their stay to be personalized around a set of choices they make at the time of booking or prior to arrival 60 50 50 42 40 30 20 10 7 1 0602 Respondents Strongly agree Agree Disagree Strongly disagree
  46. 46. The Emergence of Personalized Service Spectrums86% agreed that by 2020,personalization will have beenembraced wholeheartedly bythe sector and that ‘customerswill have the ability to choosethe size of room, type of bed,amenities, audio-visualfacilities, business equipment,etc. on booking and payaccordingly’.
  47. 47. What’s in the Service Spectrum?• Customer • Food and Beverages Relationship / • Technology, Media Communications and• Customer Journey – Telecommunications Core Processes • Hotel Services and• Staff and Service Facilities• The Bedroom • Pricing Environment
  48. 48. Customer Journey – Core Processes
  49. 49. Staff and Service Highly trained staff backed up by technology will be key to delivering personalized service and experiences605 Respondents
  50. 50. The Bedroom Environment
  51. 51. Food and Beverages
  52. 52. Technology, Media and Telecommunications
  53. 53. Mapping a Path to 2020 Strategic Management ImperativesHorizon scanning Scenario based planning AnticipationOpen processes Rapid implementation Tomorrow’s workforce
  54. 54. Hotels 2020 – Key Characteristics of Successful Players in Tomorrow’s World
  55. 55. 1. Deep understanding of an increasingly geographically, financially, generationally and attitudinally diverse and evolving customer base• Growth from emerging markets• Evolving demands of an aging population• Rising disparity and continued uncertainty in developed economies
  56. 56. 2. Immersive, tactile and multi-dimensional technology interfaces• Augmented reality creates digital overlay’s on the ‘real’ world• 3D projection and gesture interfaces will change how we view and interact with © 2010 Amadeus IT Group information SA
  57. 57. 3. Continuous search for ancillary revenues• Potential to capture more of total trip spending• Identification of new streams and merchandising © 2010 Amadeus IT Group SA opportunities
  58. 58. 4. Open, listening, collaborative and experimentalapproach to innovation96% believe that in theface of intense globalcompetition, the hotelindustry will develop astrong focus on strategyand innovation –adopting approachessuch as crowd sourcing © 2010 Amadeus IT Groupand open innovation togenerate new ideas. SA
  59. 59. 5. An organization capable of surviving andthriving in turbulence and uncertainty• Prepare for a range of possible scenarios• Tolerance of uncertainty becomes a core competence
  60. 60. Hotels 2020: Conclusion• The hotel of the future will be a living laboratory – Constant experimentation and innovation – Every interaction a potential source of insight and ideas
  61. 61. Hotels 2020 – Beyond SegmentationThank You
  62. 62. Fast Future – Hotel and Meetings Industry Services• Briefings and workshops for executive management and boards of hotels, venues, CVB’s and associations• Customised research on trends, technologies and new markets• Development of strategies and business plans• ‘Deep dives’ on key trends and technology developments• Consultancy and workshop facilitation on innovation and new business models 62
  63. 63. Fast Future• Research, consulting, speaking, leadership• 5-20 year horizon - focus on ideas, developments, people, trends and forces shaping the future• Clients – Industry Associations – ICCA, ASAE, PCMA, MPI – Corporates - GE, Nokia, Pepsi, IBM, Intel, Samsung, GSK, SAP, Orange, O2, E&Y, KPMG, Amadeus, Sabre, Travelport, Travelex, ING, Santander, Barclays, Citibank, DeutscheBank – Governments - Dubai, Finland, Nigeria, Singapore, UK, US – Convention Bureaus – Seoul, Sydney, London, San Francisco, Toronto, Abu Dhabi, Durban, Athens, Slovenia, Copenhagen – Convention Centres – Melbourne, Adelaide, Qatar, QEIICC – Hotels - Accor Group, Preferred, – Intercontinental – Congrex, Kenes – Aeroports de Paris / Schiphol Group
  64. 64. Convention 2020• Global strategic foresight study to help the meetings industry prepare for the decade ahead - Industry-wide sponsors• Multiple outputs Nov 2009 – December 2011• Current studies on future strategies for venues and destinations
  65. 65. Rohit Talwar• Global futurist and founder of Fast Future Research.• Award winning speaker on future insights and strategic innovation – addressing leadership audiences in 40 countries on 5 continents• Author of Designing Your Future – Published 08/2008• Profiled by UK’s Independent Newspaper as one of the Top 10 Global Future Thinkers• Led futures research, scenario planning and strategic consultancy projects for clients in telecommunications, technology, pharmaceuticals, banking, travel and tourism, environment, food and government sectors• Clients include 3M, BBC, BT, BAe, Bayer, Chloride, DTC De Beers, DHL, EADS, Electrolux, E&Y, GE, Hoover, Hyundai, IBM, ING, Intel, KPMG, M&S, Nakheel, Nokia, Nomura, Novartis, OECD, Orange, Panasonic, Pfizer, PwC, Samsung, Shell, Siemens, Symbian, Yell , numerous international associations and governments agencies in the US, UK, Finland, Dubai, Nigeria, Saudi Arabia and Singapore.• To receive Fast Future’s newsletters please email rohit@fastfuture.com
  66. 66. Designing Your Future Key Trends, Challenges and Choices Facing Association and Nonprofit Leaders• 50 key trends• 100 emerging trends• 10 major patterns of change• Key challenges and choices for leaders• Strategic decision making framework• Scenarios for 2012• Key futures tools and techniques• Published August 2008• Price £49.95 / €54.95/ $69.95• Email invoice request to rohit@fastfuture.com
  67. 67. Our Services Bespoke research; Identification & Analysis of Future Trends, Drivers & Shocks Public Speaking, In- Company Briefings, Accelerated Scenario Seminars and Planning, Timelining & Workshops Future MappingPersonal Futuring forLeaders and Leadership Expert Consultations &Teams Futures Think Tanks Identification of Design & Facilitation of Opportunities for Innovation, Incubation Innovation and Strategic & Venturing Programmes Strategy Creation & Investment Development of Implementation Roadmaps
  68. 68. Example Projects• Public and private client research e.g. : – Convention 2020 – the Future of Business Events – Future Convention Cities Initiative – Maximising Long-term Economic Impact of Events – One Step Beyond – Future trends and challenges for the events industry – Hotels 2020: Beyond Segmentation – Future Hotel Strategies – The Future of Travel and Tourism in the Middle East – a Vision to 2020 – Future of Travel and Tourism Investment in Saudi Arabia – Aviation and Airports e.g. Aviation 2030 – Scenario Projects – Migration 2030, Future of Narcotics, Chemical Sector, Family 2030 – Scenarios for the global economy for 2030 and the implications for migration – Designing Your Future (Published August 2008) – book written for the American Society of Association Executives & The Center for Association Leadership – Global Economies – e.g. The Future of China – the Path to 2020 – The Shape of Jobs to Come – Emerging Science and Technology Sectors and Careers – Winning in India and China• Strategic advice to industry players• Confidential advisory and coaching services to CEOs and top teams• Public speaking at public conferences and in-company events• Future thinking workshops and retreats
  69. 69. Example Clients
  70. 70. Source Page p.1Page2. http://www.townhousecompany.com/wmslib/Gallery_Bonham/Bon-Check-In-700x500.jpg3. http://www.b2binternational.com/b2b-blog/images/focusgroupidea.jpg4. http://www.piperreport.com/archives/Images/Medicare%20PFFS%20Plans.jpg5. http://www.einstein.yu.edu/iphs/images/think_tank.jpg6. http://creativeclass.typepad.com/thecreativityexchange/images/2007/12/01/global.jpg7. http://www.un.org/esa/population/unpop.htm8. http://www.surfersvillage.com/gal/pictures/1215airplanes.jpg9. http://images.businessweek.com/ss/08/03/0312_tata/image/indian_hotels.jpg10. http://www.debtsmart.com/adrates/demographic.jpg11. http://www.ted.com/index.php/talks/aubrey_de_grey_says_we_can_avoid_aging.html12. http://www.jasonkolb.com/photos/uncategorized/2008/01/26/locked_up_dollar.jpg13. http://images.forbestraveler.com/media/photos/inspirations/jets-planes/asian-airlines-08-g.jpg14. http://www.maskworld.com/pix/costumes/large/91099-urlauber-fat-suit-tourist-fat-suit.jpg15. http://cdn.picapp.com/ftp/Images/d/1/9/1/Messy_hotel_room_2845.jpg?adImageId=7865525&imageId=509049316. http://www.borev.net/imf.jpg17. http://www.worldmate.com/travelog/wp-content/uploads/2010/07/hotel-1000.png18. Clockwise 1. http://www.greenlaunches.com/awareness-and-hype/burn-your-fat-and-generate-electricity-with-exercise-bikes-in-scandinavian-hotel.php 2. http://images.citybreak.com/Image.aspx?imageid=148802 3. http://images.gizmag.com/hero/crowne-plaza-energy-bike.jpg19. http://aitechnologies.net/images/globe.jpg20. http://the-investors-club.com/wp-content/uploads/2008/12/market-segmentation.jpg21. http://gadgetheat.com/wp-content/uploads/2008/05/surf-chair.jpg22. http://blog.navigationarts.com/wp-content/uploads/2010/08/Social-Chartlong.jpg27. http://dustinkirk.com/blogpicsBig/Emotiv_Headset.jpg28. Left to right 1. http://farm1.static.flickr.com/194/472097903_b781a0f4f8.jpg?v=0 2. http://www.treehugger.com/files/2010/10/on-demand-3d-printing-cut-waste-increase-efficiency.php29. http://www.image-acquire.com/wp-content/uploads/2010/05/500x_firstforbes.jpg30. http://images.gizmag.com/hero/frog2020.jpg31. http://www.limsi.fr/~jps/enseignement/examsma/2004/BHATTI/images/mb_ubicom2.jpg32. http://www.hoteliermiddleeast.com/pictures/gallery/Stock/Dollars-web.jpg33. http://www.flickr.com/photos/honeybeejen/3602924960/ 70
  71. 71. Image Sources p.234. http://www.hotels.com/3/hotelimages/s/082000/082704A.jpg35. http://images.watoday.com.au/2010/04/28/1388729/Armani_Hotel_Dubai__24_-600x400.jpg36. http://www.dailydanny.com/?p=156337. http://www.cmt.com/sitewide/assets/img/franchiselogos/invitation_only-430x250.jpg38. http://www.winnersedgetrading.com/wp-content/uploads/2010/04/080809_australian_dollar_1.jpg39. http://www.placesfacts.com/images/dubai-duty-free1.jpg40. http://interior.ihouse-designs.com/category/bedroom/page/2/43. http://www.oxci.co.uk/blog/wp-content/uploads/2010/03/The-Beauty-of-Service.jpg44. http://www.tbs.cz/intensive-programmes?kap=145. http://gadgetheat.com/wp-content/uploads/2008/05/surf-chair.jpg46. http://cdn0.lostateminor.com/wp-content/uploads/2008/06/hotel-tomo.jpg47. http://www.blogcdn.com/news.bigdownload.com/media/2009/05/mcp.jpg48. http://www.blogcdn.com/www.engadget.com/media/2010/11/10x11026b3245tabloy.jpg49. http://www.calico.ie/blog/uploaded_images/Geminoid11-703111.jpg50. http://news.architecture.sk/uploaded_images/2010/08/hotel-seven-02.jpg51. http://farm4.static.flickr.com/3390/3622133284_ab93d5a8fd.jpg52. Left to right 1. http://cdn.slashgear.com/wp-content/uploads/2010/01/3D_01.jpg 2. http://www.logitech.com/repository/142/jpg/786.1.0.jpg53. Clockwise 1. http://www.sro.hse.gov.uk//article_images/working%20with%20future(2).jpg 2. http://www.microsoft.com/education/highered/whitepapers/scenario/figure1.aspx 3. http://rtmulcahy.wordpress.com/2007/08/17/anticipation/ 4. http://www.macforensicslab.com/ProductsAndServices/index.php?main_page=index&cPath=5_24 5. http://28thamendment.wordpress.com/2010/03/ 6. http://pacificxanh.files.wordpress.com/2010/08/schoolgirls.jpg 71

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