SlideShare a Scribd company logo
Always Connected
Manoj Jasra
• Travel Journey >> Micro Journeys
• Optimizing the Ancillary Funnel
• User-Centric Approach to
Communication
17% of
all flight
bookings
are now
mobile
Across all verticals, mobile travel booking
continues to rise
Surprised?
Stage of Travel Journey
StressLevel
In-Flight
Major
Flying
Anxiety
To Airport
Dream Research Book Plan To Airport
At Airport In-Flight Arrival Destination Home
Dream Research
#MicroJourney
To Airport At Airport
#MicroJourney
Airport In-Flight
#MicroJourney
Communication
Enterprise
Communication
Platform
Platform-Agnostic Communication
Interpretation
Layer
Approach to Ancillary
$60 Billion in
Airline Ancillary
Revenue in 2015
Traditional Booking Path
Results ConfirmationPayment
Guest
Info
Email
Itinerary
Intelligent Booking Path
Results ConfirmationPayment
Guest
Info
Email
Itinerary
- Family of 5
- Hawaii
- 60 Days Out
- 10 Day Trip
- Gold Tier
- Tablet Booking
CRM / Analytics / Cross-Channel Data
Days
Out 30 7 3 <24 Hours
Refine Based on
Guest Journey & Data
Wrapping Up…
Contextual
Experiences are
Essential
Contextual Moments
The Future of the Connected Traveler & Smart Travel Experience
The Future of the Connected Traveler & Smart Travel Experience
The Future of the Connected Traveler & Smart Travel Experience

More Related Content

What's hot

10 Ways Your Boss Kills Employee Motivation
10 Ways Your Boss Kills Employee Motivation10 Ways Your Boss Kills Employee Motivation
10 Ways Your Boss Kills Employee Motivation
Officevibe
 
The Hierarchy of Engagement
The Hierarchy of EngagementThe Hierarchy of Engagement
The Hierarchy of Engagement
Greylock Partners
 
Zenefits Sales Deck
Zenefits Sales DeckZenefits Sales Deck
Zenefits Sales Deck
Ryan Gum
 
10 Shocking Stats About Disengaged Employees
10 Shocking Stats About Disengaged Employees10 Shocking Stats About Disengaged Employees
10 Shocking Stats About Disengaged Employees
Officevibe
 
Employer Brand Thinking
Employer Brand ThinkingEmployer Brand Thinking
Employer Brand Thinking
RCA group
 
Unlock Your Organization Through Digital Transformation
Unlock Your Organization Through Digital TransformationUnlock Your Organization Through Digital Transformation
Unlock Your Organization Through Digital Transformation
Digital Surgeons
 
What is Account-Based Marketing (ABM)
What is Account-Based Marketing (ABM)What is Account-Based Marketing (ABM)
What is Account-Based Marketing (ABM)
run_frictionless
 
The Science of Story: How Brands Can Use Storytelling To Get More Customers
The Science of Story: How Brands Can Use Storytelling To Get More CustomersThe Science of Story: How Brands Can Use Storytelling To Get More Customers
The Science of Story: How Brands Can Use Storytelling To Get More Customers
Digital Surgeons
 
AppBind
AppBindAppBind
AppBind
500 Startups
 
Social Proof Tips to Boost Landing Page Conversions
Social Proof Tips to Boost Landing Page ConversionsSocial Proof Tips to Boost Landing Page Conversions
Social Proof Tips to Boost Landing Page Conversions
Angie Schottmuller
 
Mind-Blowing Facts About National Parks
Mind-Blowing Facts About National ParksMind-Blowing Facts About National Parks
Mind-Blowing Facts About National Parks
Ethos3
 
Steal This Idea: The Originality Scale / By Marty Neumeier
Steal This Idea: The Originality Scale / By Marty NeumeierSteal This Idea: The Originality Scale / By Marty Neumeier
Steal This Idea: The Originality Scale / By Marty Neumeier
Liquid Agency
 
20 Tweetable Quotes to Inspire Marketing & Design Creative Genius
20 Tweetable Quotes to Inspire Marketing & Design Creative Genius20 Tweetable Quotes to Inspire Marketing & Design Creative Genius
20 Tweetable Quotes to Inspire Marketing & Design Creative Genius
IMPACT Branding & Design LLC
 
Pitch Deck Teardown: Rootine's $10M Series A deck
Pitch Deck Teardown: Rootine's $10M Series A deckPitch Deck Teardown: Rootine's $10M Series A deck
Pitch Deck Teardown: Rootine's $10M Series A deck
HajeJanKamps
 
11 Things Healthy People Do Every Morning
11 Things Healthy People Do Every Morning11 Things Healthy People Do Every Morning
11 Things Healthy People Do Every Morning
Eason Chan
 
11 big strategy ideas
11 big strategy ideas11 big strategy ideas
11 big strategy ideas
CPA Australia
 
100 growth hacks 100 days | 1 to 10
100 growth hacks 100 days | 1 to 10100 growth hacks 100 days | 1 to 10
100 growth hacks 100 days | 1 to 10
Robin Yjord
 
Design Your Career 2018
Design Your Career 2018Design Your Career 2018
Design Your Career 2018
Slides That Rock
 
Aircall
AircallAircall
Aircall
PPerksi
 
Risky Business - Is the Risk Worth the Reward?
Risky Business - Is the Risk Worth the Reward? Risky Business - Is the Risk Worth the Reward?
Risky Business - Is the Risk Worth the Reward?
Empowered Presentations
 

What's hot (20)

10 Ways Your Boss Kills Employee Motivation
10 Ways Your Boss Kills Employee Motivation10 Ways Your Boss Kills Employee Motivation
10 Ways Your Boss Kills Employee Motivation
 
The Hierarchy of Engagement
The Hierarchy of EngagementThe Hierarchy of Engagement
The Hierarchy of Engagement
 
Zenefits Sales Deck
Zenefits Sales DeckZenefits Sales Deck
Zenefits Sales Deck
 
10 Shocking Stats About Disengaged Employees
10 Shocking Stats About Disengaged Employees10 Shocking Stats About Disengaged Employees
10 Shocking Stats About Disengaged Employees
 
Employer Brand Thinking
Employer Brand ThinkingEmployer Brand Thinking
Employer Brand Thinking
 
Unlock Your Organization Through Digital Transformation
Unlock Your Organization Through Digital TransformationUnlock Your Organization Through Digital Transformation
Unlock Your Organization Through Digital Transformation
 
What is Account-Based Marketing (ABM)
What is Account-Based Marketing (ABM)What is Account-Based Marketing (ABM)
What is Account-Based Marketing (ABM)
 
The Science of Story: How Brands Can Use Storytelling To Get More Customers
The Science of Story: How Brands Can Use Storytelling To Get More CustomersThe Science of Story: How Brands Can Use Storytelling To Get More Customers
The Science of Story: How Brands Can Use Storytelling To Get More Customers
 
AppBind
AppBindAppBind
AppBind
 
Social Proof Tips to Boost Landing Page Conversions
Social Proof Tips to Boost Landing Page ConversionsSocial Proof Tips to Boost Landing Page Conversions
Social Proof Tips to Boost Landing Page Conversions
 
Mind-Blowing Facts About National Parks
Mind-Blowing Facts About National ParksMind-Blowing Facts About National Parks
Mind-Blowing Facts About National Parks
 
Steal This Idea: The Originality Scale / By Marty Neumeier
Steal This Idea: The Originality Scale / By Marty NeumeierSteal This Idea: The Originality Scale / By Marty Neumeier
Steal This Idea: The Originality Scale / By Marty Neumeier
 
20 Tweetable Quotes to Inspire Marketing & Design Creative Genius
20 Tweetable Quotes to Inspire Marketing & Design Creative Genius20 Tweetable Quotes to Inspire Marketing & Design Creative Genius
20 Tweetable Quotes to Inspire Marketing & Design Creative Genius
 
Pitch Deck Teardown: Rootine's $10M Series A deck
Pitch Deck Teardown: Rootine's $10M Series A deckPitch Deck Teardown: Rootine's $10M Series A deck
Pitch Deck Teardown: Rootine's $10M Series A deck
 
11 Things Healthy People Do Every Morning
11 Things Healthy People Do Every Morning11 Things Healthy People Do Every Morning
11 Things Healthy People Do Every Morning
 
11 big strategy ideas
11 big strategy ideas11 big strategy ideas
11 big strategy ideas
 
100 growth hacks 100 days | 1 to 10
100 growth hacks 100 days | 1 to 10100 growth hacks 100 days | 1 to 10
100 growth hacks 100 days | 1 to 10
 
Design Your Career 2018
Design Your Career 2018Design Your Career 2018
Design Your Career 2018
 
Aircall
AircallAircall
Aircall
 
Risky Business - Is the Risk Worth the Reward?
Risky Business - Is the Risk Worth the Reward? Risky Business - Is the Risk Worth the Reward?
Risky Business - Is the Risk Worth the Reward?
 

Viewers also liked

How to Save on Holiday Travel
How to Save on Holiday TravelHow to Save on Holiday Travel
How to Save on Holiday Travel
Experian_US
 
Travel Tech Trends 2016
Travel Tech Trends 2016Travel Tech Trends 2016
Travel Tech Trends 2016
Austin Gratham
 
2016 Travel Trends
2016 Travel Trends 2016 Travel Trends
2016 Travel Trends
Creative Lodging Solutions
 
A 2012 marketing plan for travel professionals
A 2012 marketing plan for travel professionalsA 2012 marketing plan for travel professionals
A 2012 marketing plan for travel professionals
Vacation Side Travel
 
11 International Road Trips You Can Take From India
11 International Road Trips You Can Take From India11 International Road Trips You Can Take From India
11 International Road Trips You Can Take From India
ixigo.com
 
6 Foodie Vacations You Should Take In 2016
6 Foodie Vacations You Should Take In 2016 6 Foodie Vacations You Should Take In 2016
6 Foodie Vacations You Should Take In 2016
Kristin Rimbach
 
How Online Travel Booking Websites Could Benefit From In-App Messaging
How Online Travel Booking Websites Could Benefit From In-App MessagingHow Online Travel Booking Websites Could Benefit From In-App Messaging
How Online Travel Booking Websites Could Benefit From In-App Messaging
Twixor - Conversational Messaging Platform
 
Travel & Tourism
Travel & TourismTravel & Tourism
Travel & Tourism
VARUN TV
 
Travel Company presentation
Travel Company presentationTravel Company presentation
Travel Company presentation
guest1ad9bf
 
Software Localization: What You Need to Know to Effectively Go Global
Software Localization: What You Need to Know to Effectively Go GlobalSoftware Localization: What You Need to Know to Effectively Go Global
Software Localization: What You Need to Know to Effectively Go Global
Lionbridge
 
LinkedIn for Freelance Translators and Interpreters
LinkedIn for Freelance Translators and Interpreters LinkedIn for Freelance Translators and Interpreters
LinkedIn for Freelance Translators and Interpreters
Alba Sort
 
Webinar: Marketing and Technology Strategies Transforming Travel
Webinar: Marketing and Technology Strategies Transforming TravelWebinar: Marketing and Technology Strategies Transforming Travel
Webinar: Marketing and Technology Strategies Transforming Travel
Lionbridge
 
Growing your Global Brand: Lionbridge Webinar
Growing your Global Brand: Lionbridge WebinarGrowing your Global Brand: Lionbridge Webinar
Growing your Global Brand: Lionbridge Webinar
Lionbridge
 
Women in Localization 2017 "Be Bold for Change" Award Winners
Women in Localization 2017 "Be Bold for Change" Award WinnersWomen in Localization 2017 "Be Bold for Change" Award Winners
Women in Localization 2017 "Be Bold for Change" Award Winners
Lionbridge
 
Moving the first steps: how to win new clients
Moving the first steps: how to win new clientsMoving the first steps: how to win new clients
Moving the first steps: how to win new clients
Martina Eco
 
Finance Symposium - Digital Transformation UK
Finance Symposium - Digital Transformation UKFinance Symposium - Digital Transformation UK
Finance Symposium - Digital Transformation UK
Lionbridge
 
The Multicultural Customer Experience: Localizing Your Marketing Campaign for...
The Multicultural Customer Experience: Localizing Your Marketing Campaign for...The Multicultural Customer Experience: Localizing Your Marketing Campaign for...
The Multicultural Customer Experience: Localizing Your Marketing Campaign for...
Lionbridge
 
Website Localization Pro Tips Series: Finalizing your website localization ef...
Website Localization Pro Tips Series: Finalizing your website localization ef...Website Localization Pro Tips Series: Finalizing your website localization ef...
Website Localization Pro Tips Series: Finalizing your website localization ef...
Lionbridge
 
Lionbridge business to human
Lionbridge business to humanLionbridge business to human
Lionbridge business to human
Lionbridge
 
The Ins and Outs of Doing Business in Quebec
The Ins and Outs of Doing Business in QuebecThe Ins and Outs of Doing Business in Quebec
The Ins and Outs of Doing Business in Quebec
Lionbridge
 

Viewers also liked (20)

How to Save on Holiday Travel
How to Save on Holiday TravelHow to Save on Holiday Travel
How to Save on Holiday Travel
 
Travel Tech Trends 2016
Travel Tech Trends 2016Travel Tech Trends 2016
Travel Tech Trends 2016
 
2016 Travel Trends
2016 Travel Trends 2016 Travel Trends
2016 Travel Trends
 
A 2012 marketing plan for travel professionals
A 2012 marketing plan for travel professionalsA 2012 marketing plan for travel professionals
A 2012 marketing plan for travel professionals
 
11 International Road Trips You Can Take From India
11 International Road Trips You Can Take From India11 International Road Trips You Can Take From India
11 International Road Trips You Can Take From India
 
6 Foodie Vacations You Should Take In 2016
6 Foodie Vacations You Should Take In 2016 6 Foodie Vacations You Should Take In 2016
6 Foodie Vacations You Should Take In 2016
 
How Online Travel Booking Websites Could Benefit From In-App Messaging
How Online Travel Booking Websites Could Benefit From In-App MessagingHow Online Travel Booking Websites Could Benefit From In-App Messaging
How Online Travel Booking Websites Could Benefit From In-App Messaging
 
Travel & Tourism
Travel & TourismTravel & Tourism
Travel & Tourism
 
Travel Company presentation
Travel Company presentationTravel Company presentation
Travel Company presentation
 
Software Localization: What You Need to Know to Effectively Go Global
Software Localization: What You Need to Know to Effectively Go GlobalSoftware Localization: What You Need to Know to Effectively Go Global
Software Localization: What You Need to Know to Effectively Go Global
 
LinkedIn for Freelance Translators and Interpreters
LinkedIn for Freelance Translators and Interpreters LinkedIn for Freelance Translators and Interpreters
LinkedIn for Freelance Translators and Interpreters
 
Webinar: Marketing and Technology Strategies Transforming Travel
Webinar: Marketing and Technology Strategies Transforming TravelWebinar: Marketing and Technology Strategies Transforming Travel
Webinar: Marketing and Technology Strategies Transforming Travel
 
Growing your Global Brand: Lionbridge Webinar
Growing your Global Brand: Lionbridge WebinarGrowing your Global Brand: Lionbridge Webinar
Growing your Global Brand: Lionbridge Webinar
 
Women in Localization 2017 "Be Bold for Change" Award Winners
Women in Localization 2017 "Be Bold for Change" Award WinnersWomen in Localization 2017 "Be Bold for Change" Award Winners
Women in Localization 2017 "Be Bold for Change" Award Winners
 
Moving the first steps: how to win new clients
Moving the first steps: how to win new clientsMoving the first steps: how to win new clients
Moving the first steps: how to win new clients
 
Finance Symposium - Digital Transformation UK
Finance Symposium - Digital Transformation UKFinance Symposium - Digital Transformation UK
Finance Symposium - Digital Transformation UK
 
The Multicultural Customer Experience: Localizing Your Marketing Campaign for...
The Multicultural Customer Experience: Localizing Your Marketing Campaign for...The Multicultural Customer Experience: Localizing Your Marketing Campaign for...
The Multicultural Customer Experience: Localizing Your Marketing Campaign for...
 
Website Localization Pro Tips Series: Finalizing your website localization ef...
Website Localization Pro Tips Series: Finalizing your website localization ef...Website Localization Pro Tips Series: Finalizing your website localization ef...
Website Localization Pro Tips Series: Finalizing your website localization ef...
 
Lionbridge business to human
Lionbridge business to humanLionbridge business to human
Lionbridge business to human
 
The Ins and Outs of Doing Business in Quebec
The Ins and Outs of Doing Business in QuebecThe Ins and Outs of Doing Business in Quebec
The Ins and Outs of Doing Business in Quebec
 

Similar to The Future of the Connected Traveler & Smart Travel Experience

The Future of the Connected Traveler & Smart Travel Experience
The Future of the Connected Traveler & Smart Travel ExperienceThe Future of the Connected Traveler & Smart Travel Experience
The Future of the Connected Traveler & Smart Travel Experience
RYAD ALILICHE
 
Manojjasra eyefortravel-2016-160321022943
Manojjasra eyefortravel-2016-160321022943Manojjasra eyefortravel-2016-160321022943
Manojjasra eyefortravel-2016-160321022943
AnnieHankins1
 
Travelport Fusion Webinar Slidedeck ROW - How to supercharge your airline mob...
Travelport Fusion Webinar Slidedeck ROW - How to supercharge your airline mob...Travelport Fusion Webinar Slidedeck ROW - How to supercharge your airline mob...
Travelport Fusion Webinar Slidedeck ROW - How to supercharge your airline mob...
Travelport
 
Travelport Fusion Webinar Slidedeck APAC - How to supercharge your airline mo...
Travelport Fusion Webinar Slidedeck APAC - How to supercharge your airline mo...Travelport Fusion Webinar Slidedeck APAC - How to supercharge your airline mo...
Travelport Fusion Webinar Slidedeck APAC - How to supercharge your airline mo...
Travelport
 
Travelport Fusion Webinar Slidedeck APAC - How to supercharge your airline mo...
Travelport Fusion Webinar Slidedeck APAC - How to supercharge your airline mo...Travelport Fusion Webinar Slidedeck APAC - How to supercharge your airline mo...
Travelport Fusion Webinar Slidedeck APAC - How to supercharge your airline mo...
alisongrooney
 
Building the design discipline at Finnair
Building the design discipline at FinnairBuilding the design discipline at Finnair
Building the design discipline at Finnair
Mikko Kiviniemi
 
Syniverse Presentation - EFT TDS Sep 2014 Panel: Intelligent Mobile Experienc...
Syniverse Presentation - EFT TDS Sep 2014 Panel: Intelligent Mobile Experienc...Syniverse Presentation - EFT TDS Sep 2014 Panel: Intelligent Mobile Experienc...
Syniverse Presentation - EFT TDS Sep 2014 Panel: Intelligent Mobile Experienc...
Kim Geralds
 
Syniverse Presentation - EFT TDS Sep 2014 Panel: Intelligent Mobile Experienc...
Syniverse Presentation - EFT TDS Sep 2014 Panel: Intelligent Mobile Experienc...Syniverse Presentation - EFT TDS Sep 2014 Panel: Intelligent Mobile Experienc...
Syniverse Presentation - EFT TDS Sep 2014 Panel: Intelligent Mobile Experienc...
Syniverse
 
Travelport Digital Webinar Slidedeck ROW - How to supercharge your airline mo...
Travelport Digital Webinar Slidedeck ROW - How to supercharge your airline mo...Travelport Digital Webinar Slidedeck ROW - How to supercharge your airline mo...
Travelport Digital Webinar Slidedeck ROW - How to supercharge your airline mo...
Travelport
 
Why up-selling in travel is key to long-term revenue growth and loyalty
Why up-selling in travel is key to long-term revenue growth and loyaltyWhy up-selling in travel is key to long-term revenue growth and loyalty
Why up-selling in travel is key to long-term revenue growth and loyalty
Kevin May
 
Loyalty: How to attract & retain customers via mobile. (Vueling)
Loyalty: How to attract & retain customers via mobile. (Vueling)Loyalty: How to attract & retain customers via mobile. (Vueling)
Loyalty: How to attract & retain customers via mobile. (Vueling)
Vueling
 
Travel and hospitality industry - 2017 analytics landscape
Travel and hospitality industry - 2017 analytics landscapeTravel and hospitality industry - 2017 analytics landscape
Travel and hospitality industry - 2017 analytics landscape
Metriplica
 
Online travel commerce in India
Online travel commerce in IndiaOnline travel commerce in India
Online travel commerce in India
Ashish Dua
 
Seattle Technical Forum-Insights of Travel
Seattle Technical Forum-Insights of TravelSeattle Technical Forum-Insights of Travel
Seattle Technical Forum-Insights of Travel
Mithun T. Dhar
 
Travel tech trends by Matt James
Travel tech trends by Matt JamesTravel tech trends by Matt James
Travel tech trends by Matt James
Huong Vu
 
The march of the IoT - Maurice Jenkins, Miami International Airport
The march of the IoT - Maurice Jenkins, Miami International AirportThe march of the IoT - Maurice Jenkins, Miami International Airport
The march of the IoT - Maurice Jenkins, Miami International Airport
SITA
 
Future Travel Experience Asia
Future Travel Experience Asia Future Travel Experience Asia
Future Travel Experience Asia
Exicon
 
Pioneer the futuristic customer journey - Airlines & Travel
Pioneer the futuristic customer journey - Airlines & TravelPioneer the futuristic customer journey - Airlines & Travel
Pioneer the futuristic customer journey - Airlines & Travel
YOUVRAJ SEEAM
 
Innovation in make mytrip
Innovation in make mytripInnovation in make mytrip
Innovation in make mytrip
Akash Chaudhuri
 
Design de serviços digitais - Mariana Cavalcanti
Design de serviços digitais - Mariana CavalcantiDesign de serviços digitais - Mariana Cavalcanti
Design de serviços digitais - Mariana Cavalcanti
E-Commerce Brasil
 

Similar to The Future of the Connected Traveler & Smart Travel Experience (20)

The Future of the Connected Traveler & Smart Travel Experience
The Future of the Connected Traveler & Smart Travel ExperienceThe Future of the Connected Traveler & Smart Travel Experience
The Future of the Connected Traveler & Smart Travel Experience
 
Manojjasra eyefortravel-2016-160321022943
Manojjasra eyefortravel-2016-160321022943Manojjasra eyefortravel-2016-160321022943
Manojjasra eyefortravel-2016-160321022943
 
Travelport Fusion Webinar Slidedeck ROW - How to supercharge your airline mob...
Travelport Fusion Webinar Slidedeck ROW - How to supercharge your airline mob...Travelport Fusion Webinar Slidedeck ROW - How to supercharge your airline mob...
Travelport Fusion Webinar Slidedeck ROW - How to supercharge your airline mob...
 
Travelport Fusion Webinar Slidedeck APAC - How to supercharge your airline mo...
Travelport Fusion Webinar Slidedeck APAC - How to supercharge your airline mo...Travelport Fusion Webinar Slidedeck APAC - How to supercharge your airline mo...
Travelport Fusion Webinar Slidedeck APAC - How to supercharge your airline mo...
 
Travelport Fusion Webinar Slidedeck APAC - How to supercharge your airline mo...
Travelport Fusion Webinar Slidedeck APAC - How to supercharge your airline mo...Travelport Fusion Webinar Slidedeck APAC - How to supercharge your airline mo...
Travelport Fusion Webinar Slidedeck APAC - How to supercharge your airline mo...
 
Building the design discipline at Finnair
Building the design discipline at FinnairBuilding the design discipline at Finnair
Building the design discipline at Finnair
 
Syniverse Presentation - EFT TDS Sep 2014 Panel: Intelligent Mobile Experienc...
Syniverse Presentation - EFT TDS Sep 2014 Panel: Intelligent Mobile Experienc...Syniverse Presentation - EFT TDS Sep 2014 Panel: Intelligent Mobile Experienc...
Syniverse Presentation - EFT TDS Sep 2014 Panel: Intelligent Mobile Experienc...
 
Syniverse Presentation - EFT TDS Sep 2014 Panel: Intelligent Mobile Experienc...
Syniverse Presentation - EFT TDS Sep 2014 Panel: Intelligent Mobile Experienc...Syniverse Presentation - EFT TDS Sep 2014 Panel: Intelligent Mobile Experienc...
Syniverse Presentation - EFT TDS Sep 2014 Panel: Intelligent Mobile Experienc...
 
Travelport Digital Webinar Slidedeck ROW - How to supercharge your airline mo...
Travelport Digital Webinar Slidedeck ROW - How to supercharge your airline mo...Travelport Digital Webinar Slidedeck ROW - How to supercharge your airline mo...
Travelport Digital Webinar Slidedeck ROW - How to supercharge your airline mo...
 
Why up-selling in travel is key to long-term revenue growth and loyalty
Why up-selling in travel is key to long-term revenue growth and loyaltyWhy up-selling in travel is key to long-term revenue growth and loyalty
Why up-selling in travel is key to long-term revenue growth and loyalty
 
Loyalty: How to attract & retain customers via mobile. (Vueling)
Loyalty: How to attract & retain customers via mobile. (Vueling)Loyalty: How to attract & retain customers via mobile. (Vueling)
Loyalty: How to attract & retain customers via mobile. (Vueling)
 
Travel and hospitality industry - 2017 analytics landscape
Travel and hospitality industry - 2017 analytics landscapeTravel and hospitality industry - 2017 analytics landscape
Travel and hospitality industry - 2017 analytics landscape
 
Online travel commerce in India
Online travel commerce in IndiaOnline travel commerce in India
Online travel commerce in India
 
Seattle Technical Forum-Insights of Travel
Seattle Technical Forum-Insights of TravelSeattle Technical Forum-Insights of Travel
Seattle Technical Forum-Insights of Travel
 
Travel tech trends by Matt James
Travel tech trends by Matt JamesTravel tech trends by Matt James
Travel tech trends by Matt James
 
The march of the IoT - Maurice Jenkins, Miami International Airport
The march of the IoT - Maurice Jenkins, Miami International AirportThe march of the IoT - Maurice Jenkins, Miami International Airport
The march of the IoT - Maurice Jenkins, Miami International Airport
 
Future Travel Experience Asia
Future Travel Experience Asia Future Travel Experience Asia
Future Travel Experience Asia
 
Pioneer the futuristic customer journey - Airlines & Travel
Pioneer the futuristic customer journey - Airlines & TravelPioneer the futuristic customer journey - Airlines & Travel
Pioneer the futuristic customer journey - Airlines & Travel
 
Innovation in make mytrip
Innovation in make mytripInnovation in make mytrip
Innovation in make mytrip
 
Design de serviços digitais - Mariana Cavalcanti
Design de serviços digitais - Mariana CavalcantiDesign de serviços digitais - Mariana Cavalcanti
Design de serviços digitais - Mariana Cavalcanti
 

Recently uploaded

一比一原版(UST毕业证)圣托马斯大学毕业证如何办理
一比一原版(UST毕业证)圣托马斯大学毕业证如何办理一比一原版(UST毕业证)圣托马斯大学毕业证如何办理
一比一原版(UST毕业证)圣托马斯大学毕业证如何办理
yfuwd
 
5-Day Nathdwara Tour Itinerary: From Temples to Traditional Markets
5-Day Nathdwara Tour Itinerary: From Temples to Traditional Markets5-Day Nathdwara Tour Itinerary: From Temples to Traditional Markets
5-Day Nathdwara Tour Itinerary: From Temples to Traditional Markets
Parag Goswami
 
Inca Trail to Machu Picchu An Unforgettable Adventure
Inca Trail to Machu Picchu An Unforgettable AdventureInca Trail to Machu Picchu An Unforgettable Adventure
Inca Trail to Machu Picchu An Unforgettable Adventure
Xtreme Tourbulencia
 
How To Change A Name On American Airlines Ticket.pptx
How To Change A Name On American Airlines Ticket.pptxHow To Change A Name On American Airlines Ticket.pptx
How To Change A Name On American Airlines Ticket.pptx
edqour001namechange
 
Sex and the City Tour: Discover NYC Like a Star
Sex and the City Tour: Discover NYC Like a StarSex and the City Tour: Discover NYC Like a Star
Sex and the City Tour: Discover NYC Like a Star
Gossip Girl Tour
 
Un viaje a Buenos Aires y sus alrededores
Un viaje a Buenos Aires y sus alrededoresUn viaje a Buenos Aires y sus alrededores
Un viaje a Buenos Aires y sus alrededores
Judy Hochberg
 
When Should You Visit Puerto Rico's Bioluminescent Bay For The Best Viewing E...
When Should You Visit Puerto Rico's Bioluminescent Bay For The Best Viewing E...When Should You Visit Puerto Rico's Bioluminescent Bay For The Best Viewing E...
When Should You Visit Puerto Rico's Bioluminescent Bay For The Best Viewing E...
Caribbean Breeze Adventures
 
Ready for Cold Weather Rafting Here's What to Wear to Stay Comfortable!
Ready for Cold Weather Rafting Here's What to Wear to Stay Comfortable!Ready for Cold Weather Rafting Here's What to Wear to Stay Comfortable!
Ready for Cold Weather Rafting Here's What to Wear to Stay Comfortable!
River Recreation - Washington Whitewater Rafting
 
Discover the Magic of Ibiza An Unforgettable Boat Trip
Discover the Magic of Ibiza An Unforgettable Boat TripDiscover the Magic of Ibiza An Unforgettable Boat Trip
Discover the Magic of Ibiza An Unforgettable Boat Trip
White Island Charter
 
Explore Architectural Wonders and Vibrant Culture With Naples Tours
Explore Architectural Wonders and Vibrant Culture With Naples ToursExplore Architectural Wonders and Vibrant Culture With Naples Tours
Explore Architectural Wonders and Vibrant Culture With Naples Tours
Naples Tours
 
Un viaje a Argentina updated xxxxxxxxxxx
Un viaje a Argentina updated xxxxxxxxxxxUn viaje a Argentina updated xxxxxxxxxxx
Un viaje a Argentina updated xxxxxxxxxxx
Judy Hochberg
 
What Outdoor Adventures Await Young Adults in Montreal's Surrounding Nature
What Outdoor Adventures Await Young Adults in Montreal's Surrounding NatureWhat Outdoor Adventures Await Young Adults in Montreal's Surrounding Nature
What Outdoor Adventures Await Young Adults in Montreal's Surrounding Nature
Spade & Palacio Tours
 
JourneyPalette Pitch Deck Seed pre-revenue
JourneyPalette Pitch Deck Seed pre-revenueJourneyPalette Pitch Deck Seed pre-revenue
JourneyPalette Pitch Deck Seed pre-revenue
WinroseMuthee1
 
Golden Gate Bridge: Magnificent Architecture in San Francisco | CIO Women Mag...
Golden Gate Bridge: Magnificent Architecture in San Francisco | CIO Women Mag...Golden Gate Bridge: Magnificent Architecture in San Francisco | CIO Women Mag...
Golden Gate Bridge: Magnificent Architecture in San Francisco | CIO Women Mag...
CIOWomenMagazine
 
What Challenges Await Beginners in Snowshoeing
What Challenges Await Beginners in SnowshoeingWhat Challenges Await Beginners in Snowshoeing
What Challenges Await Beginners in Snowshoeing
Snowshoe Tahoe
 
Sicily's Coastal Charms: Discovering the Top 5 Beaches on the Island
Sicily's Coastal Charms: Discovering the Top 5 Beaches on the IslandSicily's Coastal Charms: Discovering the Top 5 Beaches on the Island
Sicily's Coastal Charms: Discovering the Top 5 Beaches on the Island
Time for Sicily
 
定制(cardiff学位证书)英国卡迪夫大学毕业证本科学历原版一模一样
定制(cardiff学位证书)英国卡迪夫大学毕业证本科学历原版一模一样定制(cardiff学位证书)英国卡迪夫大学毕业证本科学历原版一模一样
定制(cardiff学位证书)英国卡迪夫大学毕业证本科学历原版一模一样
eovoam
 
Best leisure recommended travel tips of 2024
Best leisure recommended travel tips of 2024Best leisure recommended travel tips of 2024
Best leisure recommended travel tips of 2024
kdadfarin363
 
Frontier Airlines at Boston Logan International Airport (BOS) Comprehensive G...
Frontier Airlines at Boston Logan International Airport (BOS) Comprehensive G...Frontier Airlines at Boston Logan International Airport (BOS) Comprehensive G...
Frontier Airlines at Boston Logan International Airport (BOS) Comprehensive G...
AirportCityTerminals Terminals
 
bangalore metro routes, stations, timings
bangalore metro routes, stations, timingsbangalore metro routes, stations, timings
bangalore metro routes, stations, timings
narinav14
 

Recently uploaded (20)

一比一原版(UST毕业证)圣托马斯大学毕业证如何办理
一比一原版(UST毕业证)圣托马斯大学毕业证如何办理一比一原版(UST毕业证)圣托马斯大学毕业证如何办理
一比一原版(UST毕业证)圣托马斯大学毕业证如何办理
 
5-Day Nathdwara Tour Itinerary: From Temples to Traditional Markets
5-Day Nathdwara Tour Itinerary: From Temples to Traditional Markets5-Day Nathdwara Tour Itinerary: From Temples to Traditional Markets
5-Day Nathdwara Tour Itinerary: From Temples to Traditional Markets
 
Inca Trail to Machu Picchu An Unforgettable Adventure
Inca Trail to Machu Picchu An Unforgettable AdventureInca Trail to Machu Picchu An Unforgettable Adventure
Inca Trail to Machu Picchu An Unforgettable Adventure
 
How To Change A Name On American Airlines Ticket.pptx
How To Change A Name On American Airlines Ticket.pptxHow To Change A Name On American Airlines Ticket.pptx
How To Change A Name On American Airlines Ticket.pptx
 
Sex and the City Tour: Discover NYC Like a Star
Sex and the City Tour: Discover NYC Like a StarSex and the City Tour: Discover NYC Like a Star
Sex and the City Tour: Discover NYC Like a Star
 
Un viaje a Buenos Aires y sus alrededores
Un viaje a Buenos Aires y sus alrededoresUn viaje a Buenos Aires y sus alrededores
Un viaje a Buenos Aires y sus alrededores
 
When Should You Visit Puerto Rico's Bioluminescent Bay For The Best Viewing E...
When Should You Visit Puerto Rico's Bioluminescent Bay For The Best Viewing E...When Should You Visit Puerto Rico's Bioluminescent Bay For The Best Viewing E...
When Should You Visit Puerto Rico's Bioluminescent Bay For The Best Viewing E...
 
Ready for Cold Weather Rafting Here's What to Wear to Stay Comfortable!
Ready for Cold Weather Rafting Here's What to Wear to Stay Comfortable!Ready for Cold Weather Rafting Here's What to Wear to Stay Comfortable!
Ready for Cold Weather Rafting Here's What to Wear to Stay Comfortable!
 
Discover the Magic of Ibiza An Unforgettable Boat Trip
Discover the Magic of Ibiza An Unforgettable Boat TripDiscover the Magic of Ibiza An Unforgettable Boat Trip
Discover the Magic of Ibiza An Unforgettable Boat Trip
 
Explore Architectural Wonders and Vibrant Culture With Naples Tours
Explore Architectural Wonders and Vibrant Culture With Naples ToursExplore Architectural Wonders and Vibrant Culture With Naples Tours
Explore Architectural Wonders and Vibrant Culture With Naples Tours
 
Un viaje a Argentina updated xxxxxxxxxxx
Un viaje a Argentina updated xxxxxxxxxxxUn viaje a Argentina updated xxxxxxxxxxx
Un viaje a Argentina updated xxxxxxxxxxx
 
What Outdoor Adventures Await Young Adults in Montreal's Surrounding Nature
What Outdoor Adventures Await Young Adults in Montreal's Surrounding NatureWhat Outdoor Adventures Await Young Adults in Montreal's Surrounding Nature
What Outdoor Adventures Await Young Adults in Montreal's Surrounding Nature
 
JourneyPalette Pitch Deck Seed pre-revenue
JourneyPalette Pitch Deck Seed pre-revenueJourneyPalette Pitch Deck Seed pre-revenue
JourneyPalette Pitch Deck Seed pre-revenue
 
Golden Gate Bridge: Magnificent Architecture in San Francisco | CIO Women Mag...
Golden Gate Bridge: Magnificent Architecture in San Francisco | CIO Women Mag...Golden Gate Bridge: Magnificent Architecture in San Francisco | CIO Women Mag...
Golden Gate Bridge: Magnificent Architecture in San Francisco | CIO Women Mag...
 
What Challenges Await Beginners in Snowshoeing
What Challenges Await Beginners in SnowshoeingWhat Challenges Await Beginners in Snowshoeing
What Challenges Await Beginners in Snowshoeing
 
Sicily's Coastal Charms: Discovering the Top 5 Beaches on the Island
Sicily's Coastal Charms: Discovering the Top 5 Beaches on the IslandSicily's Coastal Charms: Discovering the Top 5 Beaches on the Island
Sicily's Coastal Charms: Discovering the Top 5 Beaches on the Island
 
定制(cardiff学位证书)英国卡迪夫大学毕业证本科学历原版一模一样
定制(cardiff学位证书)英国卡迪夫大学毕业证本科学历原版一模一样定制(cardiff学位证书)英国卡迪夫大学毕业证本科学历原版一模一样
定制(cardiff学位证书)英国卡迪夫大学毕业证本科学历原版一模一样
 
Best leisure recommended travel tips of 2024
Best leisure recommended travel tips of 2024Best leisure recommended travel tips of 2024
Best leisure recommended travel tips of 2024
 
Frontier Airlines at Boston Logan International Airport (BOS) Comprehensive G...
Frontier Airlines at Boston Logan International Airport (BOS) Comprehensive G...Frontier Airlines at Boston Logan International Airport (BOS) Comprehensive G...
Frontier Airlines at Boston Logan International Airport (BOS) Comprehensive G...
 
bangalore metro routes, stations, timings
bangalore metro routes, stations, timingsbangalore metro routes, stations, timings
bangalore metro routes, stations, timings
 

The Future of the Connected Traveler & Smart Travel Experience

Editor's Notes

  1. - The growth of 9% in 2014 to 23% in Q2 last year - Mobile flight-related queries on Google.com are up 33% year over year, while mobile hotel queries are up 49%.
  2. Example of a user researching a vacation over the 2 months Mobile dominates the research process How important mobile should be as an assisting platform on the attribution matrix
  3. These numbers are likely not very surprising for a savvy crowd like yourself I could have started with this slide and mentioned mobile is huge and it also would have resonated
  4. - Ultimately as the owners of digital strategy (specifically in the travel space) one of our key goals is to reduce as much stress as possible during the guest journey
  5. In my experience this how I generally see stress as it relates to the guest journey As you get closer to time of travel / take off the stress continues to build Key areas such as travel to the airport, at airport and all the way up until you’re sitting on the plane the stress continues to build For some anxious travellers stress sky rockets even in-flight
  6. This is a classic guest journey map as we see it from an airline travel perspective As thorough as it looks with the 10 various stages I think there is opportunity for our digital and mobile strategy to focus even tighter
  7. This chart is a study from Google from mid 2014 showing leisure vs. business traveller and confirms that mobile is important to all major parts of the guest journey Leisure travellers used mobile 67% of the time vs. business travellers at 78%. This number likely now exceeds desktop today Mobile is most heavily used during the actual travel phase for both leisure and business travelers
  8. Micro Journeys are the smaller experiences we have between 2 major part of the travel journey. In this case between Dream and Research As marketers and strategists are we truly understanding how our customers are interacting with experiences (especially via mobile) and are we part of the equation? While watching TV, in-bed, chatting / sharing with friends, in the washroom
  9. Again study from mid 2014 from Google But really helps build my case for the Micro Journey between dreaming and researching 69% of people use smart phones during spare moments such as waiting and commuting 56% use mobile for travel inspiration while doing other activities, ie: watching TV, eating
  10. Here’s the micro journey between “To the Airport” and “At the airport” Customers have all sorts of key decisions with travel time, traffic, parking and mode of transportation. Mobile plays a huge role in all of these decisions.
  11. Here’s the micro journey between “At the Airport” and “In-Flight” Where are the gates located, where are the washrooms, how long are the security lines ups and will I make it to the gate on time, do I have time to make it to the lounge for a snack or finish some work The integration of airports (via way finding and data services) into airline apps will continue to play a major role in this stressful part of the journey. London Gatwick - EasyJet
  12. Communication, especially via mobile, is obviously immensely critical to any part of the travel journey Users are communicating much differently even vs. 5 years ago
  13. Before I make my point for some background whatsapp now has 1 Billion active users (as of Feb) 42B messages sent every day in 53 languages completely on mobile
  14. This the overall Facebook ecosystem slightly older data than the previous slide However Facebook messenger now has 800+ million users using it each month with the majority on mobile
  15. With a variety of very dominant communication platforms we as the owners of the mobile and digital experience need to allow guests to communicate with us in the platform of their choice Only having Contact Us Pages, Phone Numbers, Live Chats are platforms of the past SparkCentral: Twitter/Instagram/Facebook do this already via smart routing with the ability for fairly large teams to collaborate Unified Customer View to understand engagement and loyalty no matter how a customer wants to engage
  16. Moving away from self-service into a revenue for a quick minute to look at opportunity with ancillary Which for airlines is such a huge opportunity as we are a very low margin industry on our core product $60B in ancillary revenue in 2015
  17. - I am going to start with the traditional booking path for airlines but the concept should resonate with any type of travel provider and check out flow
  18. Start with understanding intent – in this case we look at 6 key variables Hence we offer a van, family insurance and options of condos knowing it’s Hawaii and we do this post booking so we can better guarantee the air ticket Something we’re really looking at testing is can we improve the conversion of ancillary when we offer it at the right moment vs all ancillaries being offered all the time Important of CRM / Analytics / Cross- Channel Data is so important CRM / Cross-channel data for orchestration, loyalty and understanding of what interaction happened before or after Analytics data for the real time UX customization
  19. Looking at a mobile specific booking We believe there is huge opportunity to offer ancillary post booking via push notifications or contextually in-app. In this example a booking was made >30 days out, @7 Days offer them hotel (based on the type of trip we’d even consider moving this to 24 hours ala hotel tonight), at 3 days offer car, and 24 hours offer a upgrade or Pre-reserved seat
  20. Context is and will continue to remain ultra important Knowing what stage a customer is in and further emphasizing the identification of this for them goes a long way to reducing stress Both the Trip Case and Delta Apps do a really good job of calling this out. Trip case via their itinerary planner and Delta via their ‘Day of Travel’ part of their app
  21. - A very intuitive strategy to deliver context is via cards, you saw Delta do it and here is United and the Google now app showing contextually relevant data in easy to digest information cards.
  22. Understanding context Go on journeys yourself, rather than traditional training why not book a trip where you take 3 different airlines and book 2 different hotel chains and 1 airbnb rental, with 1 car rental, 1 taxi experience and 1 uber. Take a close look at all of the various companies handle context and what do they do really make the experience seamless.
  23. - In some cases travelling for leisure for business is very much the same and some cases it can be so different but again this provides you with a different angle of context to make fine tune your experiences
  24. References: https://skift.com/2015/11/10/airline-fee-revenue-expected-to-reach-nearly-60-billion-in-2015/ http://www.hopper.com/corp/insights/cheat-sheet-5-charts-that-show-the-biggest-airline-market-trends-in-2015 https://www.thinkwithgoogle.com/articles/travel-trends-4-mobile-moments-changing-consumer-journey.html http://www.tnooz.com/article/travelports-mtt-talks-mobile-app-strategy-for-tmcs-and-itself/ https://storage.googleapis.com/think/docs/2014-travelers-road-to-decision_research_studies.pdf