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Digital Transformation In The Hotel Industry

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Presentation for the GM's of Benelux Accor hotels in Amsterdam. How recognise the patterns of disruption and develop your own plan to understand and deal with transformation.

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Digital Transformation In The Hotel Industry

  1. 1. M A S T E R I N G D i g i t a l TRANSFORMATION JO CAUDRON FOUNDING PARTNER JO.CAUDRON@DUVALUNION.COM 00 32 475 43 80 98 @JCAUDRON
  2. 2. Hi, I’m Jo Caudron Active in digital since 1993 Internet entrepreneur involved in 20+ start-ups. Founding Partner of Duval Union Consulting @jcaudron jo@duvalunion.com We are business consultants for a digital world. Our mission is to help organizations transform. @jcaudron
  3. 3. Sold in +50 countries!
  4. 4. Expect a smack in the face… Digital Disruption is real
  5. 5. What do these 4 have in common?
  6. 6. 1995+ MUSIC PHOTOGRAPHY VIDEO RENTAL … 2005+ PRINT MEDIA TV TRAVEL HR … 2015+ RETAIL AUTOMOTIVE TRAVEL EDUCATION TELCO FOOD/FMCG BANKING/INSURANCE HEALTHCARE … 2025 ALL SAFE HAVENS WILL BE SUBJECT TO DIGITAL DISRUPTION … WAVES OF Disruption
  7. 7. You have a C H O I C E Disruption Modeling Transformation
  8. 8. You have a C H O I C E Disruption Modeling Transformation Fear Insight Direction
  9. 9. @jcaudron THE WORLD I S C H A N G I N G
  10. 10. THE WORLD IS CHANGING…FAST ARE YOU CHANGING WITH IT?
  11. 11. ARE YOU SCARED OF THE FUTURE?
  12. 12. Don’t worry, we’ve got a PLAN @jcaudron
  13. 13. A PLAN FOR TRANSFORMATION SCAN INNOVATIONS DETERMINE IMPACT NORTH STAR VISION & STRATEGY BUILD ROADMAP INSTALL DIGITAL LEADERSHIP BUILD DIGITAL ORGANIZATION AND CULTURE
  14. 14. YOU NEED TO Scan YOUR ENVIRONMENT @jcaudron UNDERSTAND THE IMPACT
  15. 15. Slicing the Elephant creates Insight
  16. 16. GLASS HOUSE PACKAGE FROG GATEKEEPERTRAVELLER PARTICIPANT CYBORG THE WHEEL OF CHANGE New experts and our peers decide what matters People participate, share and co-create their future Technology becomes part of everything we do The relationship with the market changes New experiences in product, service & packaging The position in the value chain changes Mobile gives access to everything, everywhere, every time
  17. 17. Media Glass House Package Frog GatekeeperTraveller Participant Cyborg
  18. 18. versus Retail Glass House Package Frog GatekeeperTraveller Participant Cyborg
  19. 19. Food Glass House Package Frog GatekeeperTraveller Participant Cyborg
  20. 20. Banking Glass House Package Frog GatekeeperTraveller Participant Cyborg
  21. 21. Auto- motive Glass House Package Frog GatekeeperTraveller Participant Cyborg
  22. 22. IN HOSPITALITY TOO
  23. 23. The Glass House Accountability Proximity Responsiveness Bi-directional Humanization AuthenticityTransparency
  24. 24. The Package APPification Long Tail Personalized Experience Speed PriceMonolithic vs. Atomic (Self-)service Scalability
  25. 25. The Frog Bypassing Virtualization Fragmentation of touchpoints
  26. 26. The Gatekeeper New Gatekeepers Recommendations “Good is good enough” Ambassadorship
  27. 27. The Traveller Place Utility Empowered self Instant gratification New way of working Contextual awareness
  28. 28. The Participant Community Power of the crowd Sharing economyCollaboration San Francisco
  29. 29. The Cyborg Wearables Quantified SelfInternet of Things Robotics Data Monitoring
  30. 30. Media Glass House Package Frog GatekeeperTraveller Participant Cyborg
  31. 31. CREATE A North Star VISION
  32. 32. DEFINE A Transformation STRATEGY @jcaudron
  33. 33. DEFINE A Transformation STRATEGY @jcaudron BUILD A ROAD MAP @jcaudron
  34. 34. D I G I TA L Leadership
  35. 35. D I G I TA L LeadershipMAUD BAILLY, CDO DATA ECOMMERCE CUSTOMER EXPERIENCE Sebastien Bazin CEO TRANSFORMATION STRATEGY
  36. 36. BUILD a new ORGANIZATION Ready for a digital world
  37. 37. From ... ... to The Business Digital (at the sideline) Digital in the core
  38. 38. The Business Digital (at the sideline) The Business Digital (at the sideline) From ... ... to
  39. 39. The Business Digital (at the sideline) Digital in the coreThe Business Digital (at the sideline) Digital in the core Digital in the core Digital in the core From ... ... to
  40. 40. From an outdated MOTHERSHIP
  41. 41. From an outdated Mothership TO A modern F L E E T
  42. 42. From an outdated Mothership AccorHotels’ F L E E T
  43. 43. DIGITAL CULTURE
  44. 44. IS THIS THE FUTURE?
  45. 45. IN THE FUTURE MACHINES WILL TAKE OVER ALL REPETITIVE TEDIOUS HEAVY TASKS SO WHAT ABOUT 
 HUMANS? SHOULD WE ALL BECOME PROGRAMMERS? HUMANS VS MACHINES
  46. 46. We will have to focus on skills that make us real humans and will not (easily) be replaced by machines Ethics Creativity Entrepreneurship Emotionality Innovation Empathy Intuition Agility Resilience Improvisation Negotiation “Smarts” HOW?
  47. 47. PREPARE FOR A FUTURE OF AND WHAT ABOUT TOMORROW ? Unique human aspects Ethics Creativity Entrepreneurship Emotionality Innovation Empathy Intuition Agility Resilience Improvisation Negotiation “Smarts” LEVEL OF AUTOMATION 0 1 2 3 MAN CAPABILITIES MACHINE CAPABILITIES + TOTAL CAPABILITIES TO REACH NECESSARY TRUSTED SERVICE LEVEL (NTSL) AUTOMATION 4 5
  48. 48. LEVEL OF AUTOMATION 0 1 2 3 MAN CAPABILITIES MACHINE CAPABILITIES + TOTAL CAPABILITIES TO REACH NECESSARY TRUSTED SERVICE LEVEL (NTSL) AUTOMATION 4 5 + Unique human aspects Ethics Creativity Entrepreneurship Emotionality Innovation Empathy Intuition Agility Resilience Improvisation Negotiation “Smarts”
  49. 49. LEVEL OF AUTOMATION 0 1 2 3 MAN CAPABILITIES MACHINE CAPABILITIES + TOTAL CAPABILITIES TO REACH NECESSARY TRUSTED SERVICE LEVEL (NTSL) AUTOMATION 4 5 + Unique human aspects Ethics Creativity Entrepreneurship Emotionality Innovation Empathy Intuition Agility Resilience Improvisation Negotiation “Smarts”
  50. 50. LEVEL OF AUTOMATION 0 1 2 3 MAN CAPABILITIES MACHINE CAPABILITIES + TOTAL CAPABILITIES TO REACH NECESSARY TRUSTED SERVICE LEVEL (NTSL) AUTOMATION 4 5 + Unique human aspects Ethics Creativity Entrepreneurship Emotionality Innovation Empathy Intuition Agility Resilience Improvisation Negotiation “Smarts”
  51. 51. @jcaudron WORLD OF UNCERTAINTY
  52. 52. @jcaudron LEAD OR FOLLOW?
  53. 53. Case Courage MINDSET MEANS MANDATE “license to win” “license to operate” “license to change” Capital BE BRAVE TO CHANGE
  54. 54. A PLAN FOR TRANSFORMATION SCAN INNOVATIONS DETERMINE IMPACT NORTH STAR VISION & STRATEGY BUILD ROADMAP INSTALL DIGITAL LEADERSHIP BUILD DIGITAL ORGANIZATION AND CULTURE
  55. 55. Find my slides on www.speakersbase.com/jo Need help? Book me and my team to consult you! www.duvalunionconsulting.com @jcaudron jo.caudron@duvalunion.com 00 32 475 43 80 98
  56. 56. M A S T E R I N G D i g i t a l TRANSFORMATION JO CAUDRON FOUNDING PARTNER JO.CAUDRON@DUVALUNION.COM 00 32 475 43 80 98 @JCAUDRON

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