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Five ways to delight travelers with personalization


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An Infosys study found that eight out of ten consumers feel personalized marketing has influenced a purchase, so personalization should be top of mind for travel marketers.

In this Tnooz-Boxever FREE TLearn webcast, you will learn about five ways you can use personalization right now to not only increase conversion but also delight your travel customers.

We’ll examine examples across channels – from display to website to email – and illustrate how leading airlines and OTAs have put this into practice already for their guests.

Join Boxever’s experts as they share how CRM, customer intelligence and personalized marketing are transforming the travel industry.

Presenters for the FREE TLearn webcast are:

David O'Flanagan, CEO, Boxever
Ruadhan Barry, senior product manager, Boxever
Kevin May, editor and moderator, Tnooz
Gene Quinn, CEO and producer, Tnooz

This TLearn webinar took place on Tuesday 14 October 2014

Published in: Travel
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Five ways to delight travelers with personalization

  1. 1. 5 Ways to Delight Travelers with Personalization TLearn webinar 14 October 2014
  2. 2. Your hosts Kevin May Editor & moderator Gene Quinn CEO & producer
  3. 3. Your presenters David O’Flanagan CEO Boxever Ruadhan Barry Sr. Product Manager Boxever
  4. 4. 5 Ways to Delight Travelers with Personalization
  5. 5. Today’s Presenters Dave O’Flanagan CEO & Co-founder Ruadhán Barry Sr. Product Manager
  6. 6. What Is Personalization?
  7. 7. 8 in 10 consumerssay that personalized marketing has some impact on their decision to purchase
  8. 8. Businesses that are currently personalizing web experiences are seeing a 19% sales increase
  9. 9. Unveiling Pope Benedict The Passenger has gone digital mobile & social Unveiling Pope Francis World Has Changed • Travellers have Evolved • Mobile & Connected • Expect Real-time & Personal • iPhones or Facebook did not exist in 2005 • Big Data is a Reality • Multi-channel • Multi-device • Lots of Data!
  10. 10. Who is Boxever? Big Data & Personalization for Travel 3 Key Functions - Capture - Gain Insight - Act on outcome 3 Key Benefits - Lower acquisition cost - Improve conversion - Increase retention ACT INSIGHT CAPTURE
  11. 11. Single Customer View Cornerstone of True Omnichannel Personalization Customer 360° CRS/ Transactions Mobile (Behavioral) Web UI (Behavioral) Support Loyalty Social (Twitter/FB) Demograhics (Experian, etc) 1st Party Data 3rd Party Data
  12. 12. What’s in a Decision? Customer Context Product/Content Unique Experience Travel Products • Flights • Hotels External Content • Destination Info • Weather Real-time Access • Dynamic pricing • Volatile availability Trip/Search Context • Business vs Leisure • Sun vs City Location Context • Home vs Airport Lifecycle Context • Inspire vs Bought
  13. 13. Boxever Maturity Model Mass Merchandising Macro Segmentation Personalization Micro 1-1 Segmentation Unique, optimized offer based on individual behaviors. Sophistication/ Capability Customer Value Tailored based on market, origin, destination, etc. Segments based on lifestyle or RFM strategies Targeted segments based on similar behavior
  14. 14. 5 Ways to Delight Travelers with Personalization
  15. 15. Intelligent Customer Lifecycle & Customer Experience Management Inspire Research Book Prepare Loyalty Share Destination In flight Depart
  16. 16. 1. Lifecycle Marketing Hi Ruadhan, Your trip to Paris is coming up in a month. Here are some recommendations for great hotels for you in Paris. Personalized Imagery Personalized Copy Relevant Product Recommendations
  17. 17. 2. Website Dynamic imagery Dynamic copy Recent Memory Inspiration
  18. 18. 3. Abandoned Cart Email Personalized Imagery Personalized Copy Single Click to booking path Abandon Cart Example
  19. 19. 4. Mobile Push
  20. 20. 4. Mobile Push
  21. 21. 5. Call Center Recommend next best action Personalized recommendations Exposes customer history to service rep
  22. 22. 6. In Cabin
  23. 23. On average, loyal customers are worth up to 10 times as much as their first purchase
  24. 24. Thank You @Boxever
  25. 25. Thank you! Send your questions and comments to Replay and presentation of webinar will be available on