always connected · always connected manoj jasra •travel journey >> micro journeys...

Always ConnectedManoj 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

Str

ess

Level

In-Flight

MajorFlyingAnxiety

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

InterpretationLayer

Approach to Ancillary

$60 Billion in Airline Ancillary Revenue in 2015

Traditional Booking Path

Results ConfirmationPaymentGuestInfo

EmailItinerary

Intelligent Booking Path

Results ConfirmationPaymentGuestInfo

EmailItinerary

- 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…

ContextualExperiences are

Essential

Contextual Moments