be ahead of the game

Be ahead of the gameJon LawrenceSr. Director, Hospitality Industry Solutions Group

PCs

1977

Client/ Server

1985

PCs

1977

Client/Server

1985

eCommerce

.com

1993

1998

PCs

1977

Client/Server

1985

eCommerce

.com

1993

1998

Social

Mobile Computing

Cloud Computing

2003

2006

PCs

1977

Client/Server

1985

eCommerce

.com

1993

1998

Social

Mobile Computing

Cloud Computing

2003

2006

Digital Marketing

Machine Learning

ServerlessMicroservices

2010 2016

2013

PCs

1977

Client/Server

1985

eCommerce

.com

1993

1998

Social

Mobile Computing

Cloud Computing

2003

2006

Digital Marketing

Machine Learning

ServerlessMicroservices

2010 2016

2013

?

QuantumComputing

2030

Four Year Outlook - Technology Trends / Predictions*


*Gartner – May, 2018

IOT

95%of New Products

use IOT

2020

The Path to Seamless IoT

Source: Gartner

Lower Costs of Adding

IoT Devices

Easier to “Hide”

More Precise

More App

Interoperability

By 2021

3 Million IoT devices

purchased every hourSource: Gartner

The Smart Bottle Opportunity:

• More engaged communications with consumers at shelf and beyond triggered by the product itself (restaurants and bars)

How Does It Work?• Sensor tag can detect open and sealed state of bottle• Personalised content is triggered when a smartphone

(geolocation) reads the unique label via Near Field Communication (NFC)

• Allows bottle tracking across the supply chain to the point of consumption to ensure authenticity

Disruptive Qualities:• Can be used for timely marketing messages, promotional offers,

cocktail recipes and exclusive content• Brand relationship extended into where it didn't exist previously

Source: Gartner

Gain Deep Context and Insights Through Images* Increased Recognition Confidence

#person #dog

(Before 2010: Error Prone)

Source: Gartner


#person #dog


Source: Gartner

#person #trees

#dog1 #road

#dog2

(After 2018: Error Free)


#person #dog


Source: Gartner

#person #trees

#dog1 #road

#dog2

An Example a Bit Closer to Home…

My son, Chappell

Chappell’s friend, BenBens’ sister, and one of my older daughter’s best friends, Isa


IOT

95%of New Products

use IOT

2020


DISRUPTION

5 OF 7 Tech Giants Self-

Disrupt

2020

Recognizing Disruption*

Reinventing and Entering New Markets

Bypassing Barriers to Customers

Creating or Extending Ecosystems

Better Leverage New Technology

Finding New Revenue or Funding

Resetting the Game on Business Models

Source: Gartner

INCUMBENCY IS NO GUARANTEE OF SUCCESS

CHANGING CUSTOMER EXPECTATIONS

COMPETITION FROM UNEXPECTED PLACES

Chatbots / Robots

Analysis / Operational Workflows

Recommendation Engines (apps, kiosks)

What is the Role of AI?

Artificial Intelligence: The theory and development of computer systems

able to perform tasks normally requiring human intelligence, such as visual perception, speech recognition, decision-making, and translation

between languages.

English Oxford Living Dictionary


IOT

95%of New Products

use IOT

2020


DISRUPTION


Disrupt

2020

AI

REAL OR FAKE?“Counterfeit

Reality”

2020

CONSIDERATION: Trust will shift from the validity of the data to the individual

that you choose to listen to.

“Counterfeit Reality” – Gartner’s definition of the digital creation of images, video, documents, or sounds that convince the user that the representations

are real that never occurred or never existed exactly as represented.

Source: Gartner

Fake Obama created using AI video tool - BBC News

YouTube Video from BBC Source: YouTube

https://www.youtube.com/watch?v=AmUC4m6w1wo



IOT

95%of New Products

use IOT

2020

DISRUPTION


Disrupt

2020

AI


Reality”

2020

TRUST

50%

Consuming More False

Information Than True

2022

Some Challenges Presented with Artificial Intelligence (AI)

AI will be at the center of our most trusted sources of truth.

Source: Gartner

Through 2021, AI-driven creation of "Counterfeit Reality," or fake, content will outpace AI's ability to detect it.

Considerations / Implications

More focus to detect what is created

Detection is harder than creation

Social media and tech giants will be key to maintaining integrity


IOT

95%of New Products

use IOT

2020


DISRUPTION


Disrupt

2020

AI


Reality”

2020

TRUST

50%



2022

BOTS / AI

50%Bot Development over

Mobile App Development

2021

Changing the

meaning of “Mobile” Android?

iOS?

Changing the

meaning of “Mobile”

Consider This:

By 2020, the average person will have more conversations with bots than with their partner or spouse.

Source: Gartner

“ By 2021, more than 50% of enterprise companies will spend more each year on

bots and chatbot creation than traditional mobile app development. “

Source: Gartner

ENGAGING GUESTS IN THE WAY THAT THEY SEEK TO BE ENGAGED


IOT

95%of New Products

use IOT

2020


DISRUPTION


Disrupt

2020

AI


Reality”

2020

TRUST

50%



2022

BOTS / AI

50%Bot Development over

Mobile App Development

2021

SEARCH

30%Visual and Voice Search

Drive Commerce Revenue

2021

The Shift in Search

By 2020, more than 50% of all searches will be visual or voice (20% will be visual)

Social is a starting point

By 2020, 500 million consumers will use voice-enabled conversational AI to purchase on digital

commerce platforms (160 million today).

By 2021, shifting guest engagement channels to include visual and voice search will increase

revenue through digital channels by 30%

Source: Gartner

Single Interactions Support Larger Journeys

Source: Gartner

Siloed Interactions

App Store Discovery

Single Interactions Support Larger Journeys

Source: Gartner

Siloed Interactions

App Store Discovery

Integrated Interactions

Personalised Content Search and Discovery

Thank You!Questions?

be ahead of the game

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