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UIEvolution presents
by Travis Beaven
Chief Product Officer
425.213.6747
travis@uievolution.com
@kayfabetravis
HITEC 2015 ...
Millennials approach travel differently, but
this has much more to do with their
background with technology and services
a...
UNPACKING THE REAL FACTS
MILLENNIAL TRAVELERS
& WHAT THEY TELL US ABOUT THE FUTURE OF TRAVEL
18%
Millennials 18-34
8%
Ages...
TECHNOLOGY ADOPTION CURVE
MILLENNIALS ARE
THE EARLY ADOPTERS
(BUT EVERYONE BECOMES AN ADOPTER)
Millennials are early adopt...
YESTERDAY TODAY TOMORROW
THE EVOLUTION OF A SERVICE
PAY AT THE PUMPCONNECTIVE TECHNOLOGY CHANGES USER BEHAVIOR
A simple ch...
SMART CONVERGED SERVICES
CONNECTED GUESTS
THE GROWING CONSUMER EXPECTATION
When the Millennial enters their personal
infor...
MILLENNIALS EXPECT ONLY
DEEPLY PERSONAL
GUEST INTERACTIONS AND BEHAVIOR
Mobile & Tablet
In-Room Environment
Guest Profile
...
Guests of all generations expect a connected world,
where they are engaged in a deeply personal way
across many devices.
M...
Thank you.
Learn more at uievolution.com
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HITEC 2015 Tech Talk: Be Our Guest, Millennial Traveler: Personalized Tech and Value-Add Amenities

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UIEvolution CPO Travis Beaven presents this Tech Talk from HITEC 2015, "Be Our Guest, Millennial Traveler: Personalized Tech and Value-Add Amenities." In this presentation, Travis outlines statistics and debunks myths about millennial travelers. Millennials' expectations for their hotel experience may be different from the generations before, but this doesn't make them overly-demanding. Rather, their expectations align with the future of hospitality guest experiences, which include personalization, digital access to amenities, and more.

Published in: Technology
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HITEC 2015 Tech Talk: Be Our Guest, Millennial Traveler: Personalized Tech and Value-Add Amenities

  1. 1. UIEvolution presents by Travis Beaven Chief Product Officer 425.213.6747 travis@uievolution.com @kayfabetravis HITEC 2015 TECH TALK BE OUR GUEST MILLENNIAL TRAVELER: Personalized Tech and Value-Add Amenities UIEvolution is the leading cloud software provider focused on delivering valuable consumer experiences to vertical industries. Auto Resorts Hotel Cruise IPTV Mobile Signage Connected Car
  2. 2. Millennials approach travel differently, but this has much more to do with their background with technology and services and less to do with deeply embedded generational differences. UNPACKING THE REAL FACTS MILLENNIAL TRAVELERS & WHAT THEY TELL US ABOUT THE FUTURE OF TRAVEL Millennials in the United States 76,370,030 There are27.4% MILLENNIALS 26.6% GEN X 26.4% BABY BOOMERS 13% SILENT GEN 6.6% GEN Z TOTAL US POPULATION 51% MALE 49% FEMALE THE GENDER DIVIDE 98% of Millennials own and use a smartphone and/or tablet on a daily basis. $41more per night is what a Millennial will pay brand preference vs $29 avg 50%of all business travel revenue will be driven by Millennials by 2020 Data Source: Chase Banking Services, 2014 (generally defined as born between early 1980’s and 2000’s)
  3. 3. UNPACKING THE REAL FACTS MILLENNIAL TRAVELERS & WHAT THEY TELL US ABOUT THE FUTURE OF TRAVEL 18% Millennials 18-34 8% Ages 35-49 7% Ages 50-67 CONVIENIENCE Millennial travelers are more likely to say it’s a deal breaker if a hotel is not near public transportation. 26% 57% 42% Millennial travelers are more likely than other travelers to want to meet other people staying at their hotel. SOCIAL Millennials 18-34 Ages 35-49 Ages 50-67 2Xmore guest complaints than anything, regardless of if it is offered for free or paid for at any price. WIFI SPEED receives …carry three or more devices with them. …expect their in-room TV to be smarter than at home. …want a reduction of paper in the room and have it available digitally. MAJORITY OF TRAVELERS Data Source: Chase Banking Services, 2014
  4. 4. TECHNOLOGY ADOPTION CURVE MILLENNIALS ARE THE EARLY ADOPTERS (BUT EVERYONE BECOMES AN ADOPTER) Millennials are early adopters; the momentum shift of personal technology drives expectations of a bigger role in services. The Adoption Chasm has been crossed and the expectations of later adoptive groups (generational groups) are now changing too. (2.5%) are risk takers who have the resources and desire to try new things, even if they fail. (13.5%) are selective about which tech they start using. They are considered the “one to check in with” for new information and reduce others’ uncertainty about a new tech by adopting it. (34%) take their time before adopting a new idea. They are willing to embrace a new technology as long as they understand how it fits with their lives. (34%) adopt in reaction to peer pressure, emerging norms, or economic necessity. Most of the uncertainty around an idea must be resolved before they adopt. (16%) are traditional and make decisions based on past experience. They are often economically unable to take risks on new ideas. Innovators Early Adopters Early Majority Late Majority Laggards The tipping point at which innovation becomes inevitable. Adoption Chasm 1in 4hotel guests would opt to bring their smartphone on a trip over their spouse. Data Source: Chase Banking Services, 2014
  5. 5. YESTERDAY TODAY TOMORROW THE EVOLUTION OF A SERVICE PAY AT THE PUMPCONNECTIVE TECHNOLOGY CHANGES USER BEHAVIOR A simple change to user behavior was one of the most rapid changes in a core service over the last generation. The Millennial generation has grown up only knowing this interaction, and it helps inform us of why they view connected technology as basic experience.
  6. 6. SMART CONVERGED SERVICES CONNECTED GUESTS THE GROWING CONSUMER EXPECTATION When the Millennial enters their personal information when they book, they expect that information to carry over to the check-in process, in-room experience and check-out. Their expectation is that they can use any device to obtain services. The TV must be as much of a part of the guest experience as the mobile phone, tablet or PC. All devices and services are connected and seamless. In Room Entertainment Digital Signage Mobile Applications Business Intelligence
  7. 7. MILLENNIALS EXPECT ONLY DEEPLY PERSONAL GUEST INTERACTIONS AND BEHAVIOR Mobile & Tablet In-Room Environment Guest Profile Dining Services Hotel Signage Hotel Services Gaming & Casino Spa Services 89%expect the hotel to already have all of the information necessary before check-in. 3in 4prefer their loyalty program to remember details about their preferences over points 95%will connect their home services to hotel services if they are available. One Halfsay personal dining preferences are a factor in determining a hotel stay Data Source: Chase Banking Services, 2014
  8. 8. Guests of all generations expect a connected world, where they are engaged in a deeply personal way across many devices. Millennials don’t care about specific brands or solutions. A Millennial cares about quick, on demand entertainment more than Netflix, and care more about the value of personalized services over loyalty points. Millennials are showing us the near future Millennials care about outcomes
  9. 9. Thank you. Learn more at uievolution.com

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