1.
DIMENSIONS OF
„DESTINATION INFRASTRUCTURE“
WITH A FOCUS ON “DIGITAL”
RICHARD ADAM - MUNICH - 2019 -
CONTACT:
HTTPS://WWW.LINKEDIN.COM/IN/CE
OTOURISMDEVELOPMENTB2B/

2.
DIMENSIONS OF „DESTINATION INFRASTRUCTURE“
WITH A FOCUS ON “DIGITAL”
1. Dimensions
2. End-to-end customer journey and visitor experience
3. Challenges
4. Solution approach
5. Outlook
RICHARD ADAM - MUNICH - 2019 -
CONTACT:
HTTPS://WWW.LINKEDIN.COM/IN/
CEOTOURISMDEVELOPMENTB2B/

3.
1. Dimensions of „Destination Infrastructure“
• Physical: traffic, housing, things to do
• Social: Service, attitude, professionalism
• Digital: orientation, engagement, retention
➢Enhance customer/visitor experience for “digital natives” by means of integrated
structures (“Seamless connectivity”)
➢Collect data for analysis (utilisation patterns, forecasts, cash flow, retargeting)
➢Improve commercial status through upselling and repeat business
RICHARD ADAM - MUNICH - 2019 -
CONTACT:
HTTPS://WWW.LINKEDIN.COM/IN/
CEOTOURISMDEVELOPMENTB2B/

4.
2. End-to-end customer journey and visitor experience
• Physical: arrival, stay, departure → defines masterplanning
• Social: pre-arrival (e.g. phone contact), arrival, stay, departure, maybe post-
departure → determines competencies, hiring and training needs
• Digital:
RICHARD ADAM - MUNICH - 2019 -
CONTACT:
HTTPS://WWW.LINKEDIN.COM/IN/
CEOTOURISMDEVELOPMENTB2B/

5.
2. End-to-end customer journey and visitor experience
RICHARD ADAM - MUNICH - 2019 -
CONTACT:
HTTPS://WWW.LINKEDIN.COM/IN/
CEOTOURISMDEVELOPMENTB2B/

6.
2. End-to-end customer journey and visitor experience
RICHARD ADAM - MUNICH - 2019 -
CONTACT:
HTTPS://WWW.LINKEDIN.COM/IN/
CEOTOURISMDEVELOPMENTB2B/

7.
3. Challenges
• Fast paced environment of developments
(Comm., Interaction, Wearables, VR/AR, IoT etc.)
• Complex hierarchy of “third party” platforms
• Demanding coordination and integration process within the destination among stake-holders
RICHARD ADAM - MUNICH - 2019 -
CONTACT:
HTTPS://WWW.LINKEDIN.COM/IN/
CEOTOURISMDEVELOPMENTB2B/

8.
4. Solution Approach
RICHARD ADAM - MUNICH - 2019 - CONTACT:
HTTPS://WWW.LINKEDIN.COM/IN/CEOTOURISMDEVELOPMENTB2B/
Touch-point and
pain-point inventory
along visitor journey
road map
Organic and
emerging
development
patterns
Make or buy
decisions, manage
content or supply
content
Remember:
“There is no longer a digital
strategy, only strategies in a
digital world!” (unknown)

9.
4. Solution approach
RICHARD ADAM - MUNICH - 2019 -
CONTACT:
HTTPS://WWW.LINKEDIN.COM/IN/
CEOTOURISMDEVELOPMENTB2B/

10.
4. Outlook
RICHARD ADAM - MUNICH - 2019 - CONTACT:
HTTPS://WWW.LINKEDIN.COM/IN/CEOTOURISMDEVELOPMENTB2B/
Introduction to the mapping
methodology
Introduction to the
“Persona” concept
Practical Exercises on
different destination
environments (e. g.
MTB, skiing, SVF
patterns)
“The next horizon will be deep integration of the physical and interactive worlds. The
future of online is offline.”
Cyriac Roeding

11.
CONTACT:
RICHARD ADAM - MUNICH - 2019 - CONTACT:
HTTPS://WWW.LINKEDIN.COM/IN/CEOTOURISMDEVELOPMENTB2B/
Richard Adam
• contact@trendtransfer.asia
• www.trendtransfer.asia
Stay tuned on LinkedIn:
• https://www.linkedin.com/in/ceotourismdevelopmentb2b/