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Travelport Digital Webinar - Mobile Travel Trends 2017

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Discover the mobile travel trends that will shape the mobile landscape for the travel industry in 2017 and beyond. With insights from Travelport Digital experts and travel industry heavyweights.

Published in: Technology

Travelport Digital Webinar - Mobile Travel Trends 2017

  1. 1. 1Copyright © Mobile Travel Technologies Limited26 January 2017 26th January | @tvptdigital | #mobiletravel2017
  2. 2. Your Presenter Today
  3. 3. We’ve Rebranded!
  4. 4. We’ve Rebranded!
  5. 5. @travelportdigital #mobiletravel2017 Travelport Digital Customers 5
  6. 6. A Mobile Travel Timeline
  7. 7. MOBILE PHONE PROTOTYPE 1973 FIRST COMMERCIAL MOBILE 1983 AIRLINE MOBILE CHECK-IN 1999 IPHONE RELEASED 2007 APP STORE OPEN TO THIRD PARTY 2008 NATIVE SEARCH & BOOKING 2010 IPAD RELEASED 2010 PASSBOOK LAUNCHED 2012 TOUCH ID 2013 MOBILE PASSPORT SCANNING 2014 ANDROID WEAR 2014 FLIGHTRADER24 INTEGRATION 2015 APPLE WATCH LAUNCHED 2015 ANDROID INSTANT APPS 2016
  8. 8. 268 MILLION mobiles accessing the internet in 2007 IPHONE RELEASED 2007 ANDROID ANNOUNCED 2007 AIRBNB LAUNCHED 2008 GOOGLE MAPS (MOBILE) RELEASED 2009 UBER LAUNCHED 2010 3.6 BILLION mobiles accessing the internet in 2017
  9. 9. Our Methodology Surveyed 45 airlines and TMCs around the world Additional insights from 20 travel industry leaders
  10. 10. High Level Results (2017 Trends Survey)
  11. 11. Q) Which of the following statements best describes your organisation’s level of investment in your mobile strategy? 1. We are investing a lot as mobile is a big focus for us 2. We are investing enough to keep up with the competition 3. We are investing but not enough 4. We are not investing in mobile at all LIVE Poll
  12. 12. ‘More than 33,000 business bots have launched on Facebook Messenger since April 2016’ Source: Facebook Nov 2016 Bots
  13. 13. Bots: The Travel Landscape
  14. 14. Bots: The Travel Landscape
  15. 15. “Bots need to understand context and history and ultimately need to act as collaborators on more multi-layered and complex travel challenges, rather than simply responding to basic commands.” - BRENDAN BOURKE - Digital Consultant at Travelport Digital “Looking at 2017, it will be very likely that travel companies will start investing into conversational user interfaces, or embracing the endless potential of the new chat apps that passengers will be using for search, purchase, usage and support of the travel services.” - ROY SCHEERDER - Digital Strategist at Fjom “Bots will increase customer satisfaction.” - THIERY S. HUGUENIN - Business Aviation Consultant at TSH Aviation LLC Travel Industry Take 43% of TMCs intend to invest in chatbots in 2017 Source: 2017 Trends Survey
  16. 16. Social Take Disruption, IROPs 36% Customer Service 10% Destination Guide 15% What would you use a chatbot for when travelling? Travel info (status, gates, boarding) 39%
  17. 17. OUR TAKE Bots will become more firmly established within the complete travel cycle in 2017. But success will only be achieved with a deeper understanding of context, location and ultimately the traveller themselves
  18. 18. 57% of TMCs intend to invest in personalisation in 2017 Source: 2017 Trends Survey Personalisation
  19. 19. Personalisation: The Travel Landscape
  20. 20. “It’s about enabling personalised experiences across multiple touch points and multiple devices that travellers engage with.” - STEVEN RATCLIFFE - VP at Travelport Digital “Artificial Intelligence (AI) and personalisation are two key areas of technology investment and focus for 2017 among travel providers” - HENRY H. HARTEVELDT - Travel industry analyst and advisor at Atmosphere Research Group “The trend would be to add more and more value in a personalised manner and keeping in mind the preferences of the traveller.” - SANDY & VYJAY - Owners at IM Voyager Travel Industry Take 58% of airlines feel their ability to deliver personalised interactions to travellers as very important to the success of their mobile strategy.
  21. 21. Social Take No 8% 36% Wouldn’t change my usage 15% If an app presented content or offers that were more personalised to your preferences, needs or location would you use that app more? Yes 66%
  22. 22. OUR TAKE Delivering relevant and personal interactions via mobile will become increasingly important for airlines to help build a true one-to-one connection that can ultimately win their loyalty over the long term. The more data TMCs can get by extending traveller profiles, the more equipped they will be to service business travellers. TMCs can build up unique insights into the travellers profile which can be a source of competitive advantage if used correctly.
  23. 23. Beyond The Homescreen There are 24,759 Apple Watch Apps Source: watchaware.com 2017
  24. 24. Beyond the Homescreen: The Travel Landscape
  25. 25. “For airlines & TMCs to succeed they need to realise that their branded consumer app is only a part of a larger mobile customer engagement strategy that has to include chat, email, SMS, mobile web, and enterprise apps for customer facing employees.” - MARK LENAHAN - Travel Industry & Travel Technology Specialist at CJ Ignition “Apps are no longer just the little icons we carry around in our pockets, they are things we wear, things we touch (virtually) things we message (artificially) and even things we talk to in our living rooms.” - GLENVILLE MORRIS - Director of Consulting & Digital Insights at Travelport Digital “This we believe will be a new trend that will emerge in 2017, largely thanks to Instant Apps and mobile optimized web apps. - GERRY SOEJATMAN - Aviation Consultant at Communicavia & Gerry Airways Travel Industry Take
  26. 26. Social Take Maybe 13% Are apps dead? Yes 17% No, but we’ll be using them differently 70%
  27. 27. OUR TAKE Airlines & TMCs need to take their digital experience to where the user is and that’s not just in app folders anymore, they need to start thinking outside the icon ‘box’.
  28. 28. Q) Which trend that we've discussed today will make the biggest impact in 2017? 1. Bots 2. Personalisation 3. Beyond the Homescreen LIVE Poll
  29. 29. Closing Thoughts In Summary Our mobile landscape is changing New technologies and new platforms are creating a myriad of opportunities for the travel industry The demands of today’s ultra connected traveller are evolving
  30. 30. 31Copyright © Mobile Travel Technologies Limited26 January 2017 Thank You Questions?

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