travelport digital webinar - mobile travel trends 2017

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1Copyright © Mobile Travel Technologies Limited3 May 2023

26th January | @tvptdigital | #mobiletravel2017

Your Presenter Today

We’ve Rebranded!

We’ve Rebranded!

5@travelportdigital #mobiletravel2017

Travelport Digital Customers

A Mobile Travel Timeline

MOBILE PHONE PROTOTYPE

1973

FIRST COMMERCIAL MOBILE

1983

AIRLINE MOBILE CHECK-IN

1999

IPHONE RELEASED

2007

APP STORE OPEN TO THIRD PARTY

2008

NATIVE SEARCH & BOOKING

2010

IPAD RELEASED

2010

PASSBOOK LAUNCHED

2012

TOUCH ID

2013

MOBILE PASSPORT SCANNING

2014

ANDROID WEAR

2014

FLIGHTRADER24 INTEGRATION

2015

APPLE WATCH LAUNCHED

2015

ANDROID INSTANT APPS

2016

268 MILLIONmobiles accessing

the internet in

2007

IPHONE RELEASED

2007

ANDROID ANNOUNCED

2007

AIRBNB LAUNCHED

2008

GOOGLE MAPS (MOBILE) RELEASED

2009

UBER LAUNCHED

2010

3.6 BILLION

mobiles accessing the internet in

2017

Our Methodology

Surveyed 45 airlines and TMCs around the worldAdditional insights from 20 travel industry leaders

High Level Results (2017 Trends Survey)

Q) Which of the following statements best describes your organisation’s level of investment in your mobile strategy?

1. We are investing a lot as mobile is a big focus for us2. We are investing enough to keep up with the competition 3. We are investing but not enough4. We are not investing in mobile at all

LIVE Poll

‘More than 33,000 business bots have

launched on Facebook Messenger since April

2016’

Source: Facebook Nov 2016

Bots

Bots: The Travel Landscape

Bots: The Travel Landscape

“Bots need to understand context and history and ultimately need to act as collaborators on more multi-layered and complex travel challenges, rather than simply responding to basic commands.”- BRENDAN BOURKE - Digital Consultant at Travelport Digital

“Looking at 2017, it will be very likely that travel companies will start investing into conversational user interfaces, or embracing the endless potential of the new chat apps that passengers will be using for search, purchase, usage and support of the travel services.”- ROY SCHEERDER- Digital Strategist at Fjom “Bots will increase

customer satisfaction.”- THIERY S. HUGUENIN- Business Aviation Consultant at TSH Aviation LLC

Travel Industry Take

43% of TMCs intend to invest in chatbots in 2017Source: 2017 Trends Survey

Social Take

Disruption, IROPs 36%Customer Service 10%

Destination Guide 15%

What would you use a chatbot for when travelling?

Travel info (status, gates, boarding) 39%

OUR TAKEBots will become more firmly established within the

complete travel cycle in 2017. But success will only be achieved with a deeper understanding of context, location

and ultimately the traveller themselves

57% of TMCs intend to invest in personalisation in 2017Source: 2017 Trends SurveyPersonalisation

Personalisation: The Travel Landscape

“It’s about enabling personalised experiences across multiple touch points and multiple devices that travellers engage with.”- STEVEN RATCLIFFE- VP at Travelport Digital

“Artificial Intelligence (AI) and personalisation are two key areas of technology investment and focus for 2017 among travel providers”- HENRY H. HARTEVELDT- Travel industry analyst and advisor at Atmosphere Research Group

“The trend would be to add more and more value in a personalised manner and keeping in mind the preferences of the traveller.” - SANDY & VYJAY- Owners at IM Voyager

Travel Industry Take

58% of airlines feel their ability to deliver personalised interactions to travellers as very important to the success of their mobile strategy.

Social Take

No 8% 36%Wouldn’t change my usage 15%

If an app presented content or offers that were more personalised to your preferences, needs or location would you use that app more?

Yes 66%

OUR TAKEDelivering relevant and personal interactions via mobile will

become increasingly important for airlines to help build a true one-to-one connection that can ultimately win their loyalty over

the long term.

The more data TMCs can get by extending traveller profiles, the more equipped they will be to service business travellers. TMCs can build up unique insights into the travellers profile which can

be a source of competitive advantage if used correctly.

Beyond The Homescreen

There are 24,759 Apple Watch Apps

Source: watchaware.com 2017

Beyond the Homescreen: The Travel Landscape

“For airlines & TMCs to succeed they need to realise that their branded consumer app is only a part of a larger mobile customer engagement strategy that has to include chat, email, SMS, mobile web, and enterprise apps for customer facing employees.”- MARK LENAHAN - Travel Industry & Travel Technology Specialist at CJ Ignition

“Apps are no longer just the little icons we carry around in our pockets, they are things we wear, things we touch (virtually) things we message (artificially) and even things we talk to in our living rooms.”- GLENVILLE MORRIS- Director of Consulting & Digital Insights at Travelport Digital“This we believe will be

a new trend that will emerge in 2017, largely thanks to Instant Apps and mobile optimized web apps.- GERRY SOEJATMAN- Aviation Consultant at Communicavia & Gerry Airways

Travel Industry Take

Social Take

Maybe 13%

Are apps dead?Yes 17%

No, but we’ll be using them differently 70%

OUR TAKEAirlines & TMCs need to take their digital

experience to where the user is and that’s not just in app folders anymore, they need to start

thinking outside the icon ‘box’.

Q) Which trend that we've discussed today will make the biggest impact in 2017?

1. Bots2. Personalisation3. Beyond the Homescreen

LIVE Poll

Closing Thoughts

In SummaryOur mobile landscape is changingNew technologies and new platforms are creating a myriad of opportunities for the travel industryThe demands of today’s ultra connected traveller are evolving

31Copyright © Mobile Travel Technologies Limited3 May 2023

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