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Travelport Fusion Webinar Slidedeck ROW - How to supercharge your airline mobile revenues July 2017

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In this webinar we explore research around the shift in the digital landscape and define clear strategies in which airlines can leverage mobile tech to ensure continuity of attention. We also unveil Travelport Fusion, our new mobile app platform for airlines. For an extended demo click http://info-digital.travelport.com/airline-mobile-platform-demo.

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Travelport Fusion Webinar Slidedeck ROW - How to supercharge your airline mobile revenues July 2017

  1. 1. 1Copyright © Mobile Travel Technologies Limited6 July 2017 How to supercharge your airline mobile revenues with engagement that really works @tvptdigital
  2. 2. Your presenter today
  3. 3. We are experts at delivering customer-centric mobile travel solutions that drive end-traveller engagement
  4. 4. What we’ll cover today  Mobile success in today’s engagement economy  The challenges we have heard from airlines  How we can help with our enhanced airline mobile solution
  5. 5. 5 “We are moving from a world where computing power was scarce to a place …where the true scarce commodity is increasingly human attention” Satya Nadella, CEO Microsoft
  6. 6. More than 55% would rather forgo dining out for 12 months More than 3/10 would stop seeing their friends in person Almost a 1/3 of Americans would rather give up sex for a year 45% said they would put off going on vacation 46% would be willing to give up a day off per week Mobile has now become a primal need
  7. 7. iOS10 The ‘Mobile Culture’ of today did not exist 5 Years Ago Apple Pay Android Pay Apple Watch Samsung Gear BOTs Virtual Reality Augmented Reality Technologies Messaging WhatsApp Snapchat Taxis Uber myTaxi Lyft Dating Tinder Behaviours
  8. 8. Local travel agency Travel Retail as leisure Online (convenience) Mobile (immediacy) Me (my experience) 1970’s 1980’s 1990’s 2010 2020 Mobile is fundamentally changing the travel industry
  9. 9. Airlines now operate in an engagement economy (and there will be winners and losers in this new economy)
  10. 10. [Seamless] [Now] [Me] [Trusted] [Delights] Connected Immediate Personal Reliable Engaging Travellers now expect an experience that is..
  11. 11. Effective engagement means being where your customers are, when it matters most
  12. 12. Bringing you from limited engagement… Trip Research Travel Booking Information Desk Information Desk Email Support PRE-TRIP AT THE AIRPORT AT DESTINATION
  13. 13. To multiple touchpoints for engagement PROMPT Plan Your Trip Search Best Fares & Book Organize Airport Transport Upgrade Your Seat Or Add Luggage Proceed To Security Mobile Itinerary Updates PROMPT Flight Cancelled Mobile Boarding PROMPT Go To Baggage Belt 10 Book Your HotelMobile Check-in Real-time Agent Interaction PROMPT Purchase in-flight Entertainment PRE-TRIP AT THE AIRPORT48 HRS BEFORE IN-FLIGHT DESTINATION POST-TRIP Personalised Trips /Feedback $3.50 avg. saving per self service check-in 30% of travellers are likely to buy ancillaries within 48 hours of flying. In 2015 IROPs cost airlines $450M to resolve 60% of last minute hotel bookings are made via mobile 25% of travellers are open to receiving offers after their trip 27% of global travel bookings were through mobile in Q1 2016 46% of travellers expected to use mobile apps while in-flight
  14. 14. Lose engagement and you lose out
  15. 15. Our data shows great mobile experiences deliver engagement and value 3x More user sessions with push enabled Engagement using real-time messaging +300% Source: Travelport Digital 2016, Localytics 2016
  16. 16. Some of the revenue challenges we have heard from Airlines (and how we approach them)
  17. 17. What we have learnt: ”My passengers are using mobile devices, but revenue is behind that curve.” (Airline CCO) Don’t recreate the web. ‘A mobile visitor is worth 3% more than a desktop visitor.’ Give reason to re-engage. ‘Achieve >90% returning user traffic.’ Blitz the barriers. ‘easyJet generate 26% of bookings on mobile, 11% of iOS bookings through Apple Pay.’ Address the root cause. ‘1 in 3 respondents say they would spend more money with an organisation if they had a good mobile app.’
  18. 18. What we have learnt: “How do I maximise revenue growth in the mobile channel over the next 5 years” (Airline CEO) Don’t think of it as just a channel – it’s more. ‘easyJet generate 26% of bookings on mobile’ It’s a marathon, formed of sprints. ‘Travelport Digital customers average 4.3 releases per year.’ Explode the ‘Big Bang’ theory. The only constant is change.
  19. 19. What we have learnt: “I believe we need to invest in mobile technology, but the ROI is difficult to prove” (Airline CEO) Focus on engagement KPI metrics. ‘Companies that set high goals for mobile customer engagement and achieve those goals observe net margins and revenue growth 5.1% and 6.1% higher than their industry average.’ Do the foundations well. ‘29% of smartphone users will immediately switch to another site or app if it doesn't satisfy their needs (that is, they can't find information or it's too slow.)’ A mobile mindset needs to come from the top of the organisation.
  20. 20. What we have learnt: “How to do I successfully extend my brand reach” (Airline CMO) Nurturing a new generation of loyal advocates. ‘66 percent of companies that saw a decrease in customer loyalty in 2016 do not have a mobile app.’ Mobile reaches customers that wouldn’t typically engage. ‘The average person checks their mobile phone over 150 times per day.’ Acquisition is an ongoing effort. Providing more contextual communication improves engagement. ‘61% of smartphone users are more likely to buy from mobile sites and apps that customize information to their location.’
  21. 21. What we have learnt: “How do I ensure we are investing in the long term” (Airline CIO) Choose a platform committed to delivering ongoing value. Actively track technology trends but don’t invest in them all. ’Time to value’ is an ongoing metric, not just an implementation one. Don’t plan for a castle, plan for a road.
  22. 22. How our enhanced Airline Mobile Solution can help
  23. 23. Our new airline mobile solution (Travelport Fusion) is designed to help airlines increase the value of every mobile customer relationship.
  24. 24. A solution focused on optimising customer yield, loyalty and revenues More Self Service Real-time Engagement Greater Personalisation Tailored Trip Enhancements Premium Brand Experience
  25. 25. A solution that will delight your customers
  26. 26. Prompt: Plan Your Trip Search Best Fares & Book Organize Airport Transport Upgrade Your Seat Or Add Luggage Airport Guidance: Proceed To Security etc Mobile Itinerary Updates Prompt: Flight Cancelled Mobile Boarding Prompt: Purchase In-flight Entertainment Prompt: Go To Baggage Belt 10 Book Your Hotel Feedback On Your Experience A solution that engages customers at the right time Mobile Check-in Real-time Agent Interaction PRE-TRIP AT THE AIRPORT48 HRS BEFORE IN-FLIGHT AT DESTINATION POST-TRIP Personalised Trip RecommendationsTrack Your Flight
  27. 27. A solution that has evolved to meet market needs WHAT WE’VE ALWAYS OFFERED Market leading solutions Data driven consulting approach Traveler engagement & messaging platform Strategic commitment to airlines 300+ Travel experts Proven airline track record Flexibility & customisation Experience integrating with major PSS Flexible and Fast Front-end changes HOW WE’VE ENHANCED OUR OFFERING Deployment within weeks Lower risk Platform model, enabling all customers to access ongoing innovation Agile development with frequent release cycles Platform built to accommodate customization if required Global and scalable Enhancements deployed automatically
  28. 28. A mobile solution designed to help airlines increase the value of every mobile customer relationship.
  29. 29. 29Copyright © Mobile Travel Technologies Limited6 July 2017 Questions? Email: neil.laidler@travelportdigital.com Phone: +44 7904 11 55 68 Skype: neillaidler Why not book a full demo of our Travelport Fusion today. Go to: digital.travelport.com and select ‘Platform Demo’

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