travelport @ dbta, online and technology … · source: travelport digital 2016, localytics 2016....

38
Travelport @ DBTA, Online and Technology Peter Cramon & David Conlon

Upload: others

Post on 28-Jul-2020

12 views

Category:

Documents


0 download

TRANSCRIPT

Page 1: Travelport @ DBTA, Online and Technology … · Source: Travelport Digital 2016, Localytics 2016. Engaging through great user experience. Engaging through personalised experiences

Travelport @ DBTA, Online and TechnologyPeter Cramon & David Conlon

Page 2: Travelport @ DBTA, Online and Technology … · Source: Travelport Digital 2016, Localytics 2016. Engaging through great user experience. Engaging through personalised experiences

6%➤15%➤25%➤45%% of Millennials in civilian labor force

2000 2005 2010 2015

Incremental Passenger Numbers

North America651m 3.3%

Latin America328m 4.4%

Africa190m 4.9%

Middle East250m 5.1%

Europe577m 2.6%

Asia Pacific1,753m 4.9%

Global3,749m 4.0%

4.0% Annual average growth in global air passenger journeys over next 20 years

2.2X The number of air passenger journeysIn 2034 compared with today

2014

2015

2016

2017

2018

2019 259

225

188

153

126

96

Global mobile travel value sales (US$bn)

2014

2015

2016

2017

2018

2019 25.0%

23.0%

20.5%

18.0%

15.5%

12.5%

Global mobile share of total online sales

Readily Available AI + Open Messaging Platforms =AI Powered SMS Interfaces

Forvirrende Tech. Trend slide

Page 3: Travelport @ DBTA, Online and Technology … · Source: Travelport Digital 2016, Localytics 2016. Engaging through great user experience. Engaging through personalised experiences

Teknologi ogde rejsendesbehov og for-ventninger

Information

Planninginspiration

Searchshop

Book

Payment

Pre-trip preparation

Traveling

Post-trip

Evaluation

VIL påvirke alleinteraktioner

mellem jer ogjeres rejsende

Mere håndgribelig slideom rejselivscyklus

Page 4: Travelport @ DBTA, Online and Technology … · Source: Travelport Digital 2016, Localytics 2016. Engaging through great user experience. Engaging through personalised experiences

“It’s not just mobile-first, but experience-first. Mobile is merely the latest disruptive channel to shake things up”.

Atmosphere Research group

“We live in a world where brands and loyalty are defined by the experiences they deliver where every customer has a smart phone in their pocket”.

Gordon Wilson

Travelport CEO

Page 5: Travelport @ DBTA, Online and Technology … · Source: Travelport Digital 2016, Localytics 2016. Engaging through great user experience. Engaging through personalised experiences

“Travel experience” er en grundpille

Page 6: Travelport @ DBTA, Online and Technology … · Source: Travelport Digital 2016, Localytics 2016. Engaging through great user experience. Engaging through personalised experiences

Innovation i øjenhøjde med den rejsende

Page 7: Travelport @ DBTA, Online and Technology … · Source: Travelport Digital 2016, Localytics 2016. Engaging through great user experience. Engaging through personalised experiences
Page 8: Travelport @ DBTA, Online and Technology … · Source: Travelport Digital 2016, Localytics 2016. Engaging through great user experience. Engaging through personalised experiences
Page 9: Travelport @ DBTA, Online and Technology … · Source: Travelport Digital 2016, Localytics 2016. Engaging through great user experience. Engaging through personalised experiences
Page 10: Travelport @ DBTA, Online and Technology … · Source: Travelport Digital 2016, Localytics 2016. Engaging through great user experience. Engaging through personalised experiences

Open Platform/App Store

Page 11: Travelport @ DBTA, Online and Technology … · Source: Travelport Digital 2016, Localytics 2016. Engaging through great user experience. Engaging through personalised experiences

Travelport Digital

Page 12: Travelport @ DBTA, Online and Technology … · Source: Travelport Digital 2016, Localytics 2016. Engaging through great user experience. Engaging through personalised experiences

Travelport Digital

David ConlonSolutions Account Manager

Page 13: Travelport @ DBTA, Online and Technology … · Source: Travelport Digital 2016, Localytics 2016. Engaging through great user experience. Engaging through personalised experiences

13 years, 100s of releases and 33 mil. downloads

Page 14: Travelport @ DBTA, Online and Technology … · Source: Travelport Digital 2016, Localytics 2016. Engaging through great user experience. Engaging through personalised experiences

We are experts at delivering customer-centric mobile travel solutions that drive end-traveller engagement

Page 15: Travelport @ DBTA, Online and Technology … · Source: Travelport Digital 2016, Localytics 2016. Engaging through great user experience. Engaging through personalised experiences

5

50

330

0

50

100

150

200

250

300

350

2005 2012 2017

Headcount Growth

Page 16: Travelport @ DBTA, Online and Technology … · Source: Travelport Digital 2016, Localytics 2016. Engaging through great user experience. Engaging through personalised experiences

Travelport confidential

The shifting digital landscape

Page 17: Travelport @ DBTA, Online and Technology … · Source: Travelport Digital 2016, Localytics 2016. Engaging through great user experience. Engaging through personalised experiences

The ‘Mobile Culture’ Of Today Didn’t Exist 5 Years Ago

Technologies Behaviours

Page 18: Travelport @ DBTA, Online and Technology … · Source: Travelport Digital 2016, Localytics 2016. Engaging through great user experience. Engaging through personalised experiences

We now live in an engagement economy

Page 19: Travelport @ DBTA, Online and Technology … · Source: Travelport Digital 2016, Localytics 2016. Engaging through great user experience. Engaging through personalised experiences

87% of people always have their smartphone at their side night and day

On average we check our phones more than 150 times per day

The mobile phone is the #1 most indispensable item travellers carry with them

Mobile is omnipresent in our world today

Page 20: Travelport @ DBTA, Online and Technology … · Source: Travelport Digital 2016, Localytics 2016. Engaging through great user experience. Engaging through personalised experiences

Bringing you from limited engagement…

Trip Research

Corporate Booking

Tool

InformationDesk

InformationDesk

Fax/Email Support

PRE-TRIP AT THE AIRPORT AT DESTINATION

Page 21: Travelport @ DBTA, Online and Technology … · Source: Travelport Digital 2016, Localytics 2016. Engaging through great user experience. Engaging through personalised experiences

To mobile opportunities at every step

Prompt: Plan Your Trip

Search Best Fares & Book

Organize Airport Transport

Upgrade Your Seat Or Add Luggage

Airport Guidance: Proceed To Security etc

Mobile Itinerary Updates

Prompt: Flight Cancelled

Mobile Boarding

Prompt: Purchase In-flight Entertainment

Prompt: Go To Baggage Belt 10

Book Your Hotel

Feedback On Your Experience

MobileCheck-in

Real-time Agent Interaction

PRE-TRIP AT THE AIRPORT48 HRS BEFORE IN-FLIGHT AT DESTINATION POST-TRIP

Personalised Trip RecommendationsTrack Your

Flight

Travelport confidential

Page 22: Travelport @ DBTA, Online and Technology … · Source: Travelport Digital 2016, Localytics 2016. Engaging through great user experience. Engaging through personalised experiences

Engagement makes business sense

27% of global travel

bookings were through mobile in Q1

2016

87% of business travelers

interact with multiple

devices to plan trips

30% of travelers are likely to buy ancillaries within 48

hours of flying

In 2015 IROPs cost

airlines $450M to

resolve

46% of travelers

expected to use mobile

apps while in-flight

60% of last minute hotel

bookings are made via mobile

25% of travelers are

open to receiving

offers after their trip

Page 23: Travelport @ DBTA, Online and Technology … · Source: Travelport Digital 2016, Localytics 2016. Engaging through great user experience. Engaging through personalised experiences

Our data shows great mobile experiences deliver engagement and value

3xMore user sessions with

push enabledEngagement using real-time

messaging

+300%

Source: Travelport Digital 2016, Localytics 2016

Page 24: Travelport @ DBTA, Online and Technology … · Source: Travelport Digital 2016, Localytics 2016. Engaging through great user experience. Engaging through personalised experiences

Engaging through great ‘user’ experience

Page 25: Travelport @ DBTA, Online and Technology … · Source: Travelport Digital 2016, Localytics 2016. Engaging through great user experience. Engaging through personalised experiences

Engaging through personalised experiences

Page 26: Travelport @ DBTA, Online and Technology … · Source: Travelport Digital 2016, Localytics 2016. Engaging through great user experience. Engaging through personalised experiences

Engaging through innovative experiences

Page 27: Travelport @ DBTA, Online and Technology … · Source: Travelport Digital 2016, Localytics 2016. Engaging through great user experience. Engaging through personalised experiences

How to win in the engagement economy

Transactions Engagement

Tech

no

logy

Use

r Ex

per

ien

ce

€ €€

€€ €€€Increasingly

valuable relationships

Page 28: Travelport @ DBTA, Online and Technology … · Source: Travelport Digital 2016, Localytics 2016. Engaging through great user experience. Engaging through personalised experiences

Travelport Trip Assist

A mobile engagement platform built for every agency

Page 29: Travelport @ DBTA, Online and Technology … · Source: Travelport Digital 2016, Localytics 2016. Engaging through great user experience. Engaging through personalised experiences

The mobile influence:

Fully branded mobile app in your traveller’shands at all times

Real-time comms that keep your brand front of mind at all times

Providing a one stop solution for trip management

How can I improvebrand awareness among travellers?

• Extend t

More functionality: Extend proposition beyond ticketing and service requests

Access to timely and accurate trip information

Empower the travellerto self serve on the go

How do I reduce the likliehood of travellers using other services?

Using flexible technology that can scale to meet the needs of the corporate

Increase visibility & influence on traveller behaviour and spend

Provide better service for travellers on the go

How do I differentiate our service to win more business with corporates?

Engaging them where they are most comfortable

Instant access to the content they want, when they need it

Better customer service while they are on the go

How do I keep travellers engaged post booking and keep them in the program?

Real-time trip specific travel alerts that reduce the need for agent calls

Provide more self serve capabilities that give the travellermore autonomy

How can I reduce the cost of servicing the traveller?

A solution built to address your challenges

Page 30: Travelport @ DBTA, Online and Technology … · Source: Travelport Digital 2016, Localytics 2016. Engaging through great user experience. Engaging through personalised experiences

Fully branded mobile experience

Flexible theming engine

Messaging to keep you front of mind

Elevate your

brand awareness

among travellers

Page 31: Travelport @ DBTA, Online and Technology … · Source: Travelport Digital 2016, Localytics 2016. Engaging through great user experience. Engaging through personalised experiences

Seamless log-in with TouchID

Add new trips

Detailed trip segments

Native mapping & directions

Calendar synch

Ensure travellers

use your service

over others

Page 32: Travelport @ DBTA, Online and Technology … · Source: Travelport Digital 2016, Localytics 2016. Engaging through great user experience. Engaging through personalised experiences

Corporate messaging & reminders

Global risk alerts & traveller updates

User behavior insights

8 week product upgrade cycle

Differentiate your

service to win more

corporate business

Page 33: Travelport @ DBTA, Online and Technology … · Source: Travelport Digital 2016, Localytics 2016. Engaging through great user experience. Engaging through personalised experiences

End to end itinerary management

Automated itinerary updates

Timely & contextual trip alerts

Keep your travellers

engaged post

booking and in the program

Page 34: Travelport @ DBTA, Online and Technology … · Source: Travelport Digital 2016, Localytics 2016. Engaging through great user experience. Engaging through personalised experiences

Real-time flight status alerts

Self serve capabilities

Immediate agent assistance

Reduce the cost

to service the

traveller

Page 35: Travelport @ DBTA, Online and Technology … · Source: Travelport Digital 2016, Localytics 2016. Engaging through great user experience. Engaging through personalised experiences

Improve engagement with the right customer insights

Report Investigate Predict Optimize

What happened in the past?

Why did it happen?

What may happen in

future?

What is the best that could

happen?

Helping you build more valuable relationships with your customers

Page 36: Travelport @ DBTA, Online and Technology … · Source: Travelport Digital 2016, Localytics 2016. Engaging through great user experience. Engaging through personalised experiences

“Selecting Travelport Trip Assist for our mobile solution and roadmap will enable us to lead the way when providing innovative mobile travel services in our market that make every stage of travel more efficient, seamless and enjoyable. ”

Marco Ciocchetti, CEO of the XL Travel Group

“Excellent app for staying ahead of your travel needs.”

XLGO, Android User, Carol Bayne

“Fabulous and easy to use.”

XLGO, Android User, Juan Bedser

“New Travel app set to revolutionize travel.”

Independent Online, May 2017

“New Travel Itinerary App With New Trip Assist Technology For Travellers In South Africa.”

IPMI Magazine, June 2017

Page 37: Travelport @ DBTA, Online and Technology … · Source: Travelport Digital 2016, Localytics 2016. Engaging through great user experience. Engaging through personalised experiences

A page to get you started…

http://digital.travelport.com/news-resources/resources

Resources and guides

Page 38: Travelport @ DBTA, Online and Technology … · Source: Travelport Digital 2016, Localytics 2016. Engaging through great user experience. Engaging through personalised experiences

TakThank you

Håber at se jer ved vores stand senereHope to see you at our stand later