Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

Mobile Apps & Social Network Trends : Impact on Airline Business


Published on

Presentation by Software Park Director at Thai Airways on 25 July 2011

Published in: Technology

Mobile Apps & Social Network Trends : Impact on Airline Business

  1. 1. Mobile App & Social Network Trends : Impacts on Airline BusinessAssoc.Prof. Dr. Thanachart NumnondaDirectorSoftware Park Thailand25 July 2011 1
  2. 2. AgendaTechnology TrendsMobile Webs & Mobile AppsMobile PaymentMobile Apps for AirlinesSocial NetworkSoftware Parks Social ToolsSocial Network : Case Study for AirlinesSummary 2
  3. 3. Technology Trends 3
  4. 4. Next Major Computing Cycle 4Source: Morgan Stanley 2009
  5. 5. Gartner Top 10 Strategic Technologies 5
  6. 6. TrendsWeb 2.0Web as a PlatformOS/Device independenceCloud ComputingSocial NetworkSocial Network is a PlatformMobile ComputingEnterprise 2.0 6
  7. 7. Enterprise Apps Go Mobile 7
  8. 8. 8Source: Morgan Stanley 2010
  9. 9. SmartPhones 9
  10. 10. Mobile Phone Market Shares Q1 2011 10Source :Gartner 2011
  11. 11. SmartPhone Market Shares Q1 2011 11Source :Gartner 2011
  12. 12. Smartphone Market Shares Q4 2010 12
  13. 13. Tablets 13
  14. 14. HP touchPad Video 14
  15. 15. Android 10.1” Video 15
  16. 16. Tablet Sales Prediction 16
  17. 17. World Telecommunication Services 17
  18. 18. Mobile Web Users 18
  19. 19. Mobile Technology 19
  20. 20. Mobile Webs & Mobile Apps 20
  21. 21. Mobile Web v.s. Mobile AppsMobile Web is cheaperMost smartphone support HTML5Mobile App is more user friendly canintegrate with other apps, socialnetwork, location context, etc.. 21
  22. 22. Mobile Apps Industry Is HugeIt is currently estimated at $7 billion, with expected increase to almost $17.5 billion in 2012 [GetJar] 22
  23. 23. Fragmentation In The Mobile WorldDifferent OSDifferent HardwareDifferent ScreenSizeDifferent Input Method 23
  24. 24. Categorization of Mobile App Development Low-end platforms – SMS, JavaCard Mid-level phones platforms – Java ME Smartphone platforms – iPhone, Android, Blackberry, SymbianSource: Wilfred M. Mworia; Mobile BootCamp 2009 24
  25. 25. Mobile Market Variety 25
  26. 26. Smartphone Platforms 26
  27. 27. 27
  28. 28. iPhoneLanguage: Objective-C ; CocoaTouch frameworkDifficulty: Very steep learning curve but gets much easier after thatTools:Hardware: Mac (pretty expensive)Software: Xcode (free); iPhone SDKPros: Very comprehensive APIs, very well documented The iPhone is a great platform esp for consumer level apps Ready online market place for your apps Free tools (once you have the costly hardware) Source: WilfredCons M. Mworia; Mobile Very different programming style BootCamp 2009 Expensive to get a handset to test on You need specific hardware Marketplace controlled by Apple; 70-30 revenue sharing; Apps have to be approved by Apple first 28
  29. 29. Android Language: Java Difficulty: Intermediate to advanced Java & Java ME Tools: Hardware: PC or Mac Software: Eclipse is the editor of choice; Android SDK Pros: Familiar programming model Very comprehensive APIs, very well documented Ready online market place for your apps Open source OS Open Handset Alliance creates a strong backing Free tools Cons Variety of device screens, input, size,Source: Wilfred M. Mworia; Mobile BootCamp 2009 29
  30. 30. Symbian Language: Mainly Native Symbian C++; Java ME, Flash & Python Runtimes Difficulty: Challenging for C++; Java ME more familiar; more control with C++ Tools: Hardware: PC Software: Symbian Application Development Toolkit (ADT); SDKs e.g. Nokia S60 SDK Pros: Familiar programming model Very comprehensive APIs, very well documented Ready online market place for your apps Open source OS Symbian Foundation backs the development of Symbian Handsets are readily available Many device types and manufacturers – Samsung, LG, Nokia Free tools Cons Needs some good experience with C++Source: Wilfred M. Mworia; Mobile BootCamp 2009 30
  31. 31. BlackBerry Language: Several options: Java, .NET Difficulty: For Java, if you are familiar with Java ME you’ll be great. .NET is by nature not so hard Tools: Hardware: PC Software: For Java: Plugin for Eclipse, Blackberry JDE; For .NET: Plugin for VS; MDS Studio Pros: Options for programming languages and tools Very comprehensive APIs, very well documented Good for enterprise apps Handsets are readily available Free tools Cons IMHO perhaps not the best for consumer apps Writing apps for different Blackberry devices can get tricky; have to pick the right version of tools for the right OS version Only one device manufacturer RIMSource: Wilfred M. Mworia; Mobile BootCamp 2009 31
  32. 32. General Guidance to Smartphone Development Source: Wilfred M. Mworia; Mobile BootCamp 2009Pick a platformLearn a bit about the OS in general – Understand the environment in which your app will run – How the OS treats scenarios like multi-tasking – Could help with things like performance tuningGet the toolsLearn the APIsDesign is key for consumer apps 32
  33. 33. Mobile App Stores 33
  34. 34. Mobile Apps Price 34
  35. 35. Mobile Apps in Thailand Local Mobile Apps 530 Apps in 2010 Expected local mobile apps in 2011 => 1,300 Apps Revenue 495 Million BahtSource: Kasikorn Research Center 2011 35
  36. 36. Top 10 Mobile App 2012Money TransferLocation Based ServicesMobile SearchMobile BrowsingMobile Health MonitoringMobile PaymentNear Field Communication Services 36
  37. 37. Top 10 Mobile App 2012Mobile AdvertisingMobile Instant MessagingMobile Music 37
  38. 38. Mobile Payment 38
  39. 39. The convergence of paymentsand mobile communications is not just logical – it is inevitable” John Philip Coghlan, Visa USA CEO March 2007 39
  40. 40. What is Mobile Financial Services ?Source: Mobile Payment series 2009: 40
  41. 41. Mobile Payment Platforms• Mobile Banking: This will enable users to transfer moneyfrom account to account, pay bills, manage/monitor accounte.g. spending limits, credit fraud. . e.g. Mobile bankingplatform providers – Promptnow, mFoundry and Firethron.•Remote Purchase: Using the mobile phone to purchasegoods through a secure portal, instead of a computer on theinternet. e.g. PayPal’s "Text-to-Buy" enables users to makeremote purchases.Person to person mobile payments: Where a mobiledevice can be used to complete a person-to-person transaction.Point-of-Sale: Using a mobile device at a physical store front,at the cash register to purchase inexpensive products quickly 41and easily. “
  42. 42. Mobile Payment Evolution 42
  43. 43. What does it take to replace cash? 43
  44. 44. Some Key Concepts Mobile Remote Payment It covers payments that take place online, in which the mobile phone is used as a device to authenticate personal information stored remotely Mobile Proximity Payment It refers generally to contactless payments in which the payment credential is stored in the mobile and is exchanged over the air, based on NFC technology, with a dedicated and compatible payment terminal. Near Field Communication It is a short-range radio frequency communication technology that enables NFC devices located no more than a few centimeters from each other to exchange data. NFC devices are totally compatible with existing contactless technologies like smart cards and contactless stickers. 44Source : Binary Mantra Systems
  45. 45. NFC NFC allows a device to read and write a contactless card, act like a contactless card and even connects to another NFC device to exchange data. 3 modes : – Card reading (MIFARE …) – Peer to peer (initiator & target) – Card emulating Distance : 0 - 20 centimeters Bandwidth to 424 kbits/s NFC Forum : NDEF specs N-Mark: : ARCHITECTURE & DEVELOPMENT OF NFC APPLICATIONS Smart-University 20099 45
  46. 46. NFC on a Mobile Phone GPS Screen with a user interface Security Keyboard Contactless Loudspeaker and TV Microphone Camera NetworkSource : ARCHITECTURE & DEVELOPMENT OF NFC APPLICATIONS Smart-University 20099 46
  47. 47. Contactless M-Payment in some countries Source: Contactless Mobile Payment: ITIF Report 2009 47
  48. 48. Mobile Payment Market 48
  49. 49. Mobile Shopping Video 49
  50. 50. Mobile Apps for Airlines 50
  51. 51. Mobile Ecosystem for Airline Level 1, the basics: providing mobile versions of existing web services. Level 2, additional “anytime, anywhere” services: enhancing user experience with specific services for people on the road. Level 3, contextually intelligent services: understanding a traveler’s context in real time and proactively building the service experience around it.Source: A different look at the future of airline mobile apps: Martin Collings [] 51
  52. 52. Level 1: Basics Establishing a mobile presence, almost always as an extension of services already available through the web channel Either Mobile Apps or Mobile Webs Check schedules, flight status, gate, loyalty program status, book, cancel, check-in, use paperless boarding passes, search and find loyalty program partners, get flight alerts, and more.Source: A different look at the future of airline mobile apps: Martin Collings [] 52
  53. 53. British Airwayshttp://ba2go.comRequires no download ofsoftwaresupports the same languageas 53
  54. 54. BA Mobile Apps 54
  55. 55. BA Mobile App Video 55
  56. 56. Air France Mobile App Video 56
  57. 57. BA Mobile Boarding Pass 57
  58. 58. Mobile Boarding Pass Video 58
  59. 59. Northwest Airlines the excellent job it does by focusing on utility, with simple tools for mobile check-in, flight and gate status and managing reservations. NWA recognizes that its mobile users are Internet users, too, so it keeps the experiences consistentSource:The Best & Worst of the Mobile Web : mobiThinking 59
  60. 60. United Airlines United’s mobile site also failed to cut the mustard, suggesting the airline needs to concentrate its efforts on user experience. “...browser crashes, poor information display and limited functionality.”Source:The Best & Worst of the Mobile Web : mobiThinking 60
  61. 61. Mobile Apps : Other Features Virgin Atlantic has apps to handle jetlag and fear of flying. Qantas has an augmented reality app to help people find their local partners’ venues. Alitalia allows users to track lost luggage. American Airlines provides very useful terminal maps. Lufthansa has a social flying application where travelers can interact with other LH travelers with similar interests nearby, and find pals to share cabs.Source: A different look at the future of airline mobile apps: Martin Collings [] 61
  62. 62. Lufthansa MemberScout iPhone app 62
  63. 63. Level 2: “anytime, anywhere” services More direct: It’s more than the web: it follows users everywhere, it’s always available in their pocket. More unbundling.Mobile allows an airline to keep that upselling door permanently open. Passenger must be able to access and book additional options at any time. More cross-sell. Mobile is also an ideal channel to cross-sell additional services at the right time. – Example: If a traveler needs to book a cab upon arrival, allow them to do it in one click while in the departure loungeSource: A different look at the future of airline mobile apps: Martin Collings [] 63
  64. 64. Level 2: “anytime, anywhere” services More loyalty. Building loyalty has several components, starting with service excellence, understanding travelers’ needs, More customer service. Being closer to travelers also means being easy to be reached when needed. Click- to-call, click-to-callback, video calls and moreSource: A different look at the future of airline mobile apps: Martin Collings [] 64
  65. 65. Level 3: contextual intelligence By combining PNR data, location, time, and loyalty data, the airline is in a unique position to make educated guesses about the context of each traveler. Examples – If a traveler arrives early at the airport, they’d be interested in special offers for a lounge pass or to cafés/restaurants near their departure gate. But they would not like any of these offers if they arrive late – you would just annoy them.Source: A different look at the future of airline mobile apps: Martin Collings [] 65
  66. 66. Innovative Areas Using location services to optimize operations – e.g. No more ‘last call for Mr Jones’: More real-time feedback. – e.g. Luggage problems can be shared with customers more proactively Fraud detection. – Double checking data owned by the airline with other data available from the mobile carrier – when a customer books on a website with a name different from the name registered as the phone ownerSource: A different look at the future of airline mobile apps: Martin Collings [] 66
  67. 67. Social Network 67
  68. 68. 68
  69. 69. 69
  70. 70. 70
  71. 71. Social Business Landscape 71Source : Hinchcliffe at SBS 2010
  72. 72. The 21st Century Business Environment 72Source : Hinchcliffe at SBS 2010
  73. 73. Software Parks Social Tools 73
  74. 74. Collaboration Tools on Cloud Social Networking Security Conference 2011
  75. 75. Software Park Collaboration Tool Facebook Twitter Dropbox Slideshare Knowhow Wordpress blog Google Docs Evernote etc. Social Networking Security Conference 2011
  76. 76. Social Networking Security Conference 2011
  77. 77. Social Networking Security Conference 2011
  78. 78. Social Networking Security Conference 2011
  79. 79. Dropboxwww.snsconference.comSocial Networking Security Conference 2011
  80. 80. Social Networking Security Conference 2011
  81. 81. Social Networking Security Conference 2011
  82. 82. Social Networking Security Conference 2011
  83. 83. Social Network :Case Study for Airlines 83
  84. 84. 84
  85. 85. 85
  86. 86. AirAsia FacebookHitting one million fans on its Facebook page at theend of May 2011, becoming the first airline outsidethe US to do soKaren Chan, AirAsia’s Interactive Marketing Manager – “Social media is like having a housewarming party. First you create the most innovative, creative invite so that the recipients will want to share it with their friends to attend the party. Once you have all your guests at the party, you will need to know what you’ll be serving on the table, the kind of music you are going to spin, and the activities at the party so that everyone will go back happy and rave about what a great time they had at your party.” 86
  87. 87. 87
  88. 88. JetBlue TwitterJetBlue also leads the airline industry in customerloyaltyjoin Twitter in Spring 2007. From July 2008 to 2009,JetBlue’s Twitter traffic grew 489%JetBlue has sent out over 7,500 tweets and has over1.6 million followers. The Twitter “kernel of truth”: be receptive to whatyour followers want. 88
  89. 89. Delta Flight Booking on Facebook 89
  90. 90. Malaysia Airlines Facebook 90
  91. 91. Air New Zealand have nothing to hide! This dare-bare campaigncelebrated the airline’s transparent fare policy by showing the staff (and even CEO) in a commercial wearing only body-paint! YouTube views: 6,772,000+ Goals driven – Loyalty – Revenue – Engagement 91
  92. 92. Air New Zealand YouTube 92
  93. 93. Cebu Pacific: “Dancing flight attendantsIf you’re more of a danceperson then you can alwayshop on to Cebu Pacific wheresafety instructions are givenout by flight attendantsdancing to Lady Gaga songsYouTube views: 10,096,000+Goals driven – Revenue – Engagement 93
  94. 94. Cebu Pacific YouTube 94
  95. 95. Air New Zealand launches foursquare mayor specialUsers who are the mayor ofselect airports and terminalsserved by the airline nowreceive free admission to theKoru Lounge or 100 AirpointsDollars just by showing theirmayor status and boardingpass 95
  96. 96. Virgin America & TopGuestVirgin America guestscan earn an additional25 Elevate points percheck-in via TopGuestto Facebook Places orFoursquare — at theairline’s airportterminals or baggageclaims — for a totalpotential of 50 extrapoints per flight 96
  97. 97. Summary 97
  98. 98. Why Trends?In 1950; GDP per capita < $100; Need Financial aids 98
  99. 99. The Chonggyechon river, South Korea 99
  100. 100. Transformation of the Korean Economy (1945-2003) Per Capita (US$) GNI 12,646 11,43210,000 6 Five-Year-Economic- Development Plans 7,3555,000 Financial Crisis Liberation from Japanese 1,000(1977) OECD Colonial Rule 67 87 100(1964) Member 1945 1953 1962 1970 1980 1990 1995 1998 2003P 100
  101. 101. Korea : Changing Industrial Structure: from Agriculture to Manufacturing / from Light Industry to Heavy and Chemical Industry Changes in Export Commodity Profile Semiconductor, Mobile Phone, DTV, Display, Automobile, Ship-building, Wig Textile Automobile Semiconductor etc. 84.8% HCI Product (ICT, 27.6%)50% Light Industry 12.4% Product 2.8% Agricultural Product 1960 1970 1980 1990 1999 2003 101
  102. 102. Thank 102