Making Smarter Tourism Connections through...
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Making Smarter Tourism Connections through Mobile Presented by: Ghassan Teffaha Global Head of Sales and Partnership Development 24 April 2018 © 2018 Amadeus IT Group
Transcript of Making Smarter Tourism Connections through...
Making Smarter Tourism Connections through Mobile
Presented by:
Ghassan Teffaha
Global Head of Sales and Partnership Development
24 April 2018 © 2
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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
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Ghassan TeffahaAmadeus+12 years in travel tech
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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
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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
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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
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How do I prepare for the emerging Smarter Travel experience?
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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
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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
Benefits Save time
Reduce Cost
Collect Data
Right Now Customer Support – 24 / 7
Local Guides
Reservations / Bookings
Soon On Demand Concierge
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Messaging and ChatbotsAutomate simple, mundane and transactional tasks
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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
Benefits• Engage More Often
• Collect Data
• Upsell
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VoiceOpen up more travel discovery and inspiration for the next trip
Now• Pre-Trip Updates
• Destination Q&A
Soon• Travel Planning
• On Demand Concierge
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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
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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
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
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Looking AheadBe Smart in a Smart Economy
Thank you!
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You can follow us on:
AmadeusITgroupamadeus.com/mobileamadeus.com/blog
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