making smarter tourism connections through...
TRANSCRIPT
![Page 1: Making Smarter Tourism Connections through Mobilegenesysdownload.co.uk/atm2018/Genesys-0411-03... · • E- Commerce • Digital Media. 4 up ... Lonely Planet YouTube Facebook Instagram](https://reader034.vdocuments.us/reader034/viewer/2022050113/5f4ab81fe335df6d300693db/html5/thumbnails/1.jpg)
Making Smarter Tourism Connections through Mobile
Presented by:
Ghassan Teffaha
Global Head of Sales and Partnership Development
24 April 2018 © 2
018
Am
adeu
s IT
Gro
up
![Page 2: Making Smarter Tourism Connections through Mobilegenesysdownload.co.uk/atm2018/Genesys-0411-03... · • E- Commerce • Digital Media. 4 up ... Lonely Planet YouTube Facebook Instagram](https://reader034.vdocuments.us/reader034/viewer/2022050113/5f4ab81fe335df6d300693db/html5/thumbnails/2.jpg)
Overseen the implementation and adoption growth of nearly 200 mobile apps for retail agencies and travel management companies
Curated an elite network of nearly a dozen digital content partners servicing +600K PNRs annually
American University of Beirut Graduate
Avid gamer and travel tech futurist
© 2
018
Am
adeu
s T
Gro
up
Ghassan TeffahaAmadeus+12 years in travel tech
![Page 3: Making Smarter Tourism Connections through Mobilegenesysdownload.co.uk/atm2018/Genesys-0411-03... · • E- Commerce • Digital Media. 4 up ... Lonely Planet YouTube Facebook Instagram](https://reader034.vdocuments.us/reader034/viewer/2022050113/5f4ab81fe335df6d300693db/html5/thumbnails/3.jpg)
3
© 2
018
Am
adeu
s IT
Gro
up
How the world became smarterFrom “Human to Human” to “Machine to Machine”
Pre InternetInternet of
ThingsInternet of
Content
Internet of Services
Internet of People
• Telemarketing• SMS
• Email• WWW
• Social Media• Sharing Economy• Streaming• …
• Smart Devices• Automation• AI• …
• E- Commerce• Digital Media
![Page 4: Making Smarter Tourism Connections through Mobilegenesysdownload.co.uk/atm2018/Genesys-0411-03... · • E- Commerce • Digital Media. 4 up ... Lonely Planet YouTube Facebook Instagram](https://reader034.vdocuments.us/reader034/viewer/2022050113/5f4ab81fe335df6d300693db/html5/thumbnails/4.jpg)
4
© 2
018
Am
adeu
s IT
Gro
up
Apps Have Already Become the Ultimate Travel ToolUsed During All Stages of the Travel Experience
Facebook Instagram
Twitter VK
RedditTumblr
Snapchat Pinterest
Lonely
Planet
YouTube
Facebook Instagram
WeChat Weibo
Snapchat WhatsApp
Viber KakaoTalk
Skype
BEFORE DURING AFTER
BOOKING/LOYALTY IN TRANSIT/ONGOING SUPPORT
EXPLORE
SHARING/MEMORIESINSPIRE/DREAM
NAVIGATE
Kik
LINEPinterest
Expedia Hertz Airbnb
Kayak Hotels.com Rakuten
Travel
Lufthansa Couchsurfing Ctrip
TripAdvisorAgoda
Tuniu
Travel
easyJet
Booking.com Opodo
Trainline TuiSkyscanner
easyJet Hertz Hilton Virgin Trains Lufthansa Wallet
Disney
TripsRevolute
UBERGrab BlaBlaCar
Didi Chuxing Hertz
airbnb
tripadvisor
Translate
Foursquare
GO-JEK
Tinder Lonely
PlanetPokémon
GO
PinterestInstagramYelp
Waze
Google Maps Lyft
Baidu Map
KakaoMap Citymapper
mytaxi
TomTom
Source: App Annie – 2017 Travel Mobile Retrospective
![Page 5: Making Smarter Tourism Connections through Mobilegenesysdownload.co.uk/atm2018/Genesys-0411-03... · • E- Commerce • Digital Media. 4 up ... Lonely Planet YouTube Facebook Instagram](https://reader034.vdocuments.us/reader034/viewer/2022050113/5f4ab81fe335df6d300693db/html5/thumbnails/5.jpg)
5
© 2
018
Am
adeu
s IT
Gro
up
Are you ready?The common denominator in the Smart Revolution - Apps
The only way to connect users with their smart devices are Apps
20.4 Billion connected "things" will be in travelers hands by 2020
Source: Gartner Inc. Annual IoT Forecast – January, 2017
![Page 6: Making Smarter Tourism Connections through Mobilegenesysdownload.co.uk/atm2018/Genesys-0411-03... · • E- Commerce • Digital Media. 4 up ... Lonely Planet YouTube Facebook Instagram](https://reader034.vdocuments.us/reader034/viewer/2022050113/5f4ab81fe335df6d300693db/html5/thumbnails/6.jpg)
© 2
018
Am
adeu
s IT
Gro
up
SA
6
How do I prepare for the emerging Smarter Travel experience?
![Page 7: Making Smarter Tourism Connections through Mobilegenesysdownload.co.uk/atm2018/Genesys-0411-03... · • E- Commerce • Digital Media. 4 up ... Lonely Planet YouTube Facebook Instagram](https://reader034.vdocuments.us/reader034/viewer/2022050113/5f4ab81fe335df6d300693db/html5/thumbnails/7.jpg)
7
© 2
018
Am
adeu
s IT
Gro
up
Design every smart channel to come togetherServe the traveler well so they engage and purchase
Mobile App
Chatbots & Messaging
Voice
Artificial Intelligence
Sensors
Virtual Reality
![Page 8: Making Smarter Tourism Connections through Mobilegenesysdownload.co.uk/atm2018/Genesys-0411-03... · • E- Commerce • Digital Media. 4 up ... Lonely Planet YouTube Facebook Instagram](https://reader034.vdocuments.us/reader034/viewer/2022050113/5f4ab81fe335df6d300693db/html5/thumbnails/8.jpg)
8
© 2
018
Am
adeu
s IT
Gro
up
Messaging and ChatbotsA fast and easy way for travelers to get more local
Source: PhocusWright – “How European Travelers Use Chat, Messaging and Mobile Voice, October 2017
54% of travelers age 18-34 are comfortable using chat for travel products
![Page 9: Making Smarter Tourism Connections through Mobilegenesysdownload.co.uk/atm2018/Genesys-0411-03... · • E- Commerce • Digital Media. 4 up ... Lonely Planet YouTube Facebook Instagram](https://reader034.vdocuments.us/reader034/viewer/2022050113/5f4ab81fe335df6d300693db/html5/thumbnails/9.jpg)
Benefits Save time
Reduce Cost
Collect Data
Right Now Customer Support – 24 / 7
Local Guides
Reservations / Bookings
Soon On Demand Concierge
9
© 2
018
Am
adeu
s IT
Gro
up
Messaging and ChatbotsAutomate simple, mundane and transactional tasks
![Page 10: Making Smarter Tourism Connections through Mobilegenesysdownload.co.uk/atm2018/Genesys-0411-03... · • E- Commerce • Digital Media. 4 up ... Lonely Planet YouTube Facebook Instagram](https://reader034.vdocuments.us/reader034/viewer/2022050113/5f4ab81fe335df6d300693db/html5/thumbnails/10.jpg)
10
© 2
018
Am
adeu
s IT
Gro
up
VoiceThe traveler’s new favorite research tool
Source: PhocusWright – “How European Travelers Use Chat, Messaging and Mobile Voice, October 2017
67% of travelers age 35-54 are comfortable using voice for researching travel options
![Page 11: Making Smarter Tourism Connections through Mobilegenesysdownload.co.uk/atm2018/Genesys-0411-03... · • E- Commerce • Digital Media. 4 up ... Lonely Planet YouTube Facebook Instagram](https://reader034.vdocuments.us/reader034/viewer/2022050113/5f4ab81fe335df6d300693db/html5/thumbnails/11.jpg)
Benefits• Engage More Often
• Collect Data
• Upsell
11
© 2
018
Am
adeu
s IT
Gro
up
VoiceOpen up more travel discovery and inspiration for the next trip
Now• Pre-Trip Updates
• Destination Q&A
Soon• Travel Planning
• On Demand Concierge
![Page 12: Making Smarter Tourism Connections through Mobilegenesysdownload.co.uk/atm2018/Genesys-0411-03... · • E- Commerce • Digital Media. 4 up ... Lonely Planet YouTube Facebook Instagram](https://reader034.vdocuments.us/reader034/viewer/2022050113/5f4ab81fe335df6d300693db/html5/thumbnails/12.jpg)
12
© 2
018
Am
adeu
s IT
Gro
up
AI, Sensors & VRThe Traveler’s Ultimate Trip
Sources: Statista Digital Market Outlook: VR as a tool for holiday planning; Ericsson's annual Hot Consumer Trends Survey 2015 and Adobe Digital Insight’s U.S. Travel Trends – January 2017
70% of millennials say they would rather spend money on experiences over things
![Page 13: Making Smarter Tourism Connections through Mobilegenesysdownload.co.uk/atm2018/Genesys-0411-03... · • E- Commerce • Digital Media. 4 up ... Lonely Planet YouTube Facebook Instagram](https://reader034.vdocuments.us/reader034/viewer/2022050113/5f4ab81fe335df6d300693db/html5/thumbnails/13.jpg)
13
© 2
018
Am
adeu
s IT
Gro
up
AI, Sensors & VRHelp your Traveler figure out what to do next
Benefits Save Time
Enhance Satisfaction
Collect Data
Right Now Greeters & Arrivals Info
Simple Concierge Requests (Translation)
Soon Customer Service Handling
Destination Upselling
![Page 14: Making Smarter Tourism Connections through Mobilegenesysdownload.co.uk/atm2018/Genesys-0411-03... · • E- Commerce • Digital Media. 4 up ... Lonely Planet YouTube Facebook Instagram](https://reader034.vdocuments.us/reader034/viewer/2022050113/5f4ab81fe335df6d300693db/html5/thumbnails/14.jpg)
Mobile is the Primary means of connecting and experiencing Smart Travel. Whatever you are creating/delivering make sure it’s MOBILE FIRST
Get your Data/Content house in order. AGILITY is key to be as Personal, Relevant and Compelling As Possible
Prepare to Fail, but FAIL QUICKLY, Iterate and Improve – your business needs to move at the speed of the Consumer/Traveler
14
© 2
018
Am
adeu
s IT
Gro
up
Looking AheadBe Smart in a Smart Economy
![Page 15: Making Smarter Tourism Connections through Mobilegenesysdownload.co.uk/atm2018/Genesys-0411-03... · • E- Commerce • Digital Media. 4 up ... Lonely Planet YouTube Facebook Instagram](https://reader034.vdocuments.us/reader034/viewer/2022050113/5f4ab81fe335df6d300693db/html5/thumbnails/15.jpg)
Thank you!
© 2
018
Am
adeu
s IT
Gro
up
You can follow us on:
AmadeusITgroupamadeus.com/mobileamadeus.com/blog
شكرا ً