© 2014 Hong Kong Design Centre. All Rights Reserved.
E V E RY O N E ’ S A H O T E L I E R .
W H AT T H E S H A R I N G E C...
M E
Psychologist
Insight + Strategy + Innovation
Innovation ConsultantRakhi Rajani |
© 2014 Hong Kong Design Centre. All Rights Reserved.
L E T ’ S TA L K …
RAKHI RAJANI
Big Data
Mobile Technology
Personalisation
Urban Innovation
Cultural Change
B I G S H I F T S …
Innovation ConsultantRakhi...
Hospitality is a human skill
B U T …
Innovation ConsultantRakhi Rajani |
Back to basics
S O …
Innovation ConsultantRakhi Rajani |
How the sharing economy has
sparked trends that have highlighted
human needs and desires
A N D E X P L O R E …
Innovation ...
© 2014 Hong Kong Design Centre. All Rights Reserved.
…
RAKHI RAJANI
People powering the economy using inherent old world
values of trust, with technology as a conduit, not a
substitute, for ...
Trust
By 2017, private travel accommodation estimated at $15.4 bn (EU)
Peer to peer platforms thrive on evidence
Tuck Anal...
R E - B I R T H I N T H E C L O U D
Re-inventing traditional systems and behaviours through
technology. Agility trumps leg...
Agility
83% of businesses using the cloud
Developing new applications
CapGemini Stats from interviews with 460 late enterp...
P R E M I U M V S F U L L FAT L U X U RY
New hospitality propositions catering to the rising middle
class and professional...
Autonomy
1.2 billion middle class consumers in 2030
Emerging market majority
World Bank Stats
Innovation ConsultantRakhi R...
N E W L O YA LT Y
Points are not a reward for loyalty, they are a reward for
frequency. Loyalty must be quantified differe...
Shareability
8% of travellers stay at the same brand of hotels
Loyalty comes from being made to feel special
Deloitte stud...
N AV I G AT I N G T H E C L U T T E R
Personalisation could be a red herring. Curation is more
compelling as travellers lo...
Guidance
50% of customers say they want personalisation
Most can’t tell you what that means
Oracle 2013 retal survey
Innov...
R I S E O F T H E T R AV E L P R E N E U R
Work can happen anywhere, data is accessible anywhere
and the notion of home is...
Wanderlust
The number of $10-million-plus women-owned firms increased by 57%
Being nomadic is a scaleable business advanta...
D E S I G N V S D E S T I N AT I O N
A desire to see and experience design vs destination. A
focus on great photography me...
Curiosity
People are inherently nosey
They draw inspiration from others
sunshine.co.uk report
Innovation ConsultantRakhi R...
M I N D S E T V S G E N E R AT I O N
What’s become associated with the millennial generation
is a mindset that is shared m...
Experimentation
Boomers spend $157 billion on travel every year
Bucket lists are being checked
Forbes research
Innovation ...
C R O S S G E N E R AT I O N A L T R AV E L
The extended family is back in vogue. Gen Y is struggling to
make ends meet an...
Family time
53% of parents with kids under 15 take grandparents on holidays
Grandparents are often funding family holidays...
© 2014 Hong Kong Design Centre. All Rights Reserved.
L E AV I N G Y O U W I T H
3 Q U E S T I O N S T O P O N D E R
RAKHI ...
© 2014 Hong Kong Design Centre. All Rights Reserved.
How would you create loyalty through
moments of delight?
28Innovation...
© 2014 Hong Kong Design Centre. All Rights Reserved.
How might you merge big data with ‘human-ness’ to create
real connect...
© 2014 Hong Kong Design Centre. All Rights Reserved.
What new types of travellers are you seeing
for whom you can create a...
© 2014 Hong Kong Design Centre. All Rights Reserved.
T H A N K Y O U
TRENDSPOTTING
R A K H I R A J A N I .
I N N O VAT I O...
© 2014 Hong Kong Design Centre. All Rights Reserved.
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Trends in hospitality fuelled by the sharing economy

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My keynote presentation from the Hong Kong Knowledge of Design Week on what the sharing economy has highlighted about guest needs in the new world of hospitality

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Trends in hospitality fuelled by the sharing economy

  1. 1. © 2014 Hong Kong Design Centre. All Rights Reserved. E V E RY O N E ’ S A H O T E L I E R . W H AT T H E S H A R I N G E C O N O M Y H A S TA U G H T U S A B O U T G U E S T N E E D S TRENDSPOTTING R A K H I R A J A N I . I N N O VAT I O N C O N S U L TA N T. RAKHI RAJANI
  2. 2. M E Psychologist Insight + Strategy + Innovation Innovation ConsultantRakhi Rajani |
  3. 3. © 2014 Hong Kong Design Centre. All Rights Reserved. L E T ’ S TA L K … RAKHI RAJANI
  4. 4. Big Data Mobile Technology Personalisation Urban Innovation Cultural Change B I G S H I F T S … Innovation ConsultantRakhi Rajani |
  5. 5. Hospitality is a human skill B U T … Innovation ConsultantRakhi Rajani |
  6. 6. Back to basics S O … Innovation ConsultantRakhi Rajani |
  7. 7. How the sharing economy has sparked trends that have highlighted human needs and desires A N D E X P L O R E … Innovation ConsultantRakhi Rajani |
  8. 8. © 2014 Hong Kong Design Centre. All Rights Reserved. … RAKHI RAJANI
  9. 9. People powering the economy using inherent old world values of trust, with technology as a conduit, not a substitute, for sharing. Standards provide a mark of assurance and quality but hosts provide hospitality & intelligent service. D E S T I N AT I O N H O S T http://thenypost.files.wordpress.com/2014/03/cookappcover.jpg Innovation ConsultantRakhi Rajani |
  10. 10. Trust By 2017, private travel accommodation estimated at $15.4 bn (EU) Peer to peer platforms thrive on evidence Tuck Analysis Innovation ConsultantRakhi Rajani |
  11. 11. R E - B I R T H I N T H E C L O U D Re-inventing traditional systems and behaviours through technology. Agility trumps legacy and being naturally asset light means that companies can respond to shifts within the travel industry faster. http://www.execcoach.net/wp-content/uploads/2012/09/Cloud-Systems-for-Coaching.jpg Innovation ConsultantRakhi Rajani |
  12. 12. Agility 83% of businesses using the cloud Developing new applications CapGemini Stats from interviews with 460 late enterprises Innovation ConsultantRakhi Rajani |
  13. 13. P R E M I U M V S F U L L FAT L U X U RY New hospitality propositions catering to the rising middle class and professional elite who favour control & experience. Traditional full service exclusivity is often viewed as restrictive and overwhelming. Innovation ConsultantRakhi Rajani | http://blog.isocket.com/wp-content/uploads/2012/12/Premium.jpg
  14. 14. Autonomy 1.2 billion middle class consumers in 2030 Emerging market majority World Bank Stats Innovation ConsultantRakhi Rajani |
  15. 15. N E W L O YA LT Y Points are not a reward for loyalty, they are a reward for frequency. Loyalty must be quantified differently. Guests want shareable moments. They want to take away a story and leave behind a footprint. Innovation ConsultantRakhi Rajani | http://farm9.staticflickr.com/8473/8125900939_d164990f7a_z.jpg
  16. 16. Shareability 8% of travellers stay at the same brand of hotels Loyalty comes from being made to feel special Deloitte study on loyalty 2013 Innovation ConsultantRakhi Rajani |
  17. 17. N AV I G AT I N G T H E C L U T T E R Personalisation could be a red herring. Curation is more compelling as travellers look to experts and trusted peers for recommendations to reduce choice. Innovation ConsultantRakhi Rajani | http://www.myfriendshouse.co.uk/wp-content/uploads/2013/02/guestbook7-e1361215393788.jpg
  18. 18. Guidance 50% of customers say they want personalisation Most can’t tell you what that means Oracle 2013 retal survey Innovation ConsultantRakhi Rajani |
  19. 19. R I S E O F T H E T R AV E L P R E N E U R Work can happen anywhere, data is accessible anywhere and the notion of home is changing. Entrepreneurs don’t need a single base to work from. Many are women with lifestyle businesses. Travel is not a treat, but the norm. Innovation ConsultantRakhi Rajani | http://4.bp.blogspot.com/-PNWDEOHx8js/Tqcy0HUmC9I/AAAAAAAAG7w/AJLVMwiUsUA/s1600/wanderlust.jpg
  20. 20. Wanderlust The number of $10-million-plus women-owned firms increased by 57% Being nomadic is a scaleable business advantage Report from womenable Innovation ConsultantRakhi Rajani |
  21. 21. D E S I G N V S D E S T I N AT I O N A desire to see and experience design vs destination. A focus on great photography means that hosts are paying more attention to the design elements to showcase their personal taste and design as a differentiating factor. It’s sparking more movement in the interior design industry. http://ww3.hdnux.com/photos/25/22/12/5579418/7/628x471.jpg Innovation ConsultantRakhi Rajani |
  22. 22. Curiosity People are inherently nosey They draw inspiration from others sunshine.co.uk report Innovation ConsultantRakhi Rajani |
  23. 23. M I N D S E T V S G E N E R AT I O N What’s become associated with the millennial generation is a mindset that is shared more widely. Exploring new things, adventure, mobility, mobile access, is a millennial mindset not a generational nuance. http://www.pewresearch.org/quiz/how-millennial-are-you/ Innovation ConsultantRakhi Rajani | http://cdn.sdl.tridion.sdlproducts.com/cxc/Images/Optimizing-Marketing-Millennial-Mindset-preview_tcm73-56025.jpg?v=1
  24. 24. Experimentation Boomers spend $157 billion on travel every year Bucket lists are being checked Forbes research Innovation ConsultantRakhi Rajani |
  25. 25. C R O S S G E N E R AT I O N A L T R AV E L The extended family is back in vogue. Gen Y is struggling to make ends meet and Boomers are looking for connection. http://thumbs.dreamstime.com/z/extended-family-watching-tv-sofa-32509527.jpg Innovation ConsultantRakhi Rajani |
  26. 26. Family time 53% of parents with kids under 15 take grandparents on holidays Grandparents are often funding family holidays sunshine.co.uk report Innovation ConsultantRakhi Rajani |
  27. 27. © 2014 Hong Kong Design Centre. All Rights Reserved. L E AV I N G Y O U W I T H 3 Q U E S T I O N S T O P O N D E R RAKHI RAJANI
  28. 28. © 2014 Hong Kong Design Centre. All Rights Reserved. How would you create loyalty through moments of delight? 28Innovation ConsultantRakhi Rajani | https://www.iconfinder.com
  29. 29. © 2014 Hong Kong Design Centre. All Rights Reserved. How might you merge big data with ‘human-ness’ to create real connection vs computer generated personalisation? 29Innovation ConsultantRakhi Rajani | https://www.iconfinder.com
  30. 30. © 2014 Hong Kong Design Centre. All Rights Reserved. What new types of travellers are you seeing for whom you can create a differentiated customer journey? 30Innovation ConsultantRakhi Rajani | https://www.iconfinder.com
  31. 31. © 2014 Hong Kong Design Centre. All Rights Reserved. T H A N K Y O U TRENDSPOTTING R A K H I R A J A N I . I N N O VAT I O N C O N S U L TA N T. R A K H I R A J A N I @ M A C . C O M | @ R A K H I RAKHI RAJANI
  32. 32. © 2014 Hong Kong Design Centre. All Rights Reserved.

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