1.
CEOs are startled by the rising expectations of
a digital customer. Here is what they expect
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http://www.accenture.com/SiteCollectionDocuments/PDF/Accen-
ture-Pulse-of-Media-Trends-in-Digital-Media-and-Entertainment.pdf
http://www.rustreport.com.au/issues/latestissue/the-digital-tipping-points-are-here-deloitte-media-consumer-survey/
http://www.apple.com/pr/library/2013/06/19HBO-GOWatchESPN-Come-to-Apple-TV.html
http://www.niemanlab.org/2014/05/the-leaked-new-york-times-innovation-report-is-one-of-the-key-documents-of-this-media-age/
http://www.ey.com/Publication/vwLUAssets/EY-Sustaining-digital-leadership/$FILE/EY-Sustaining-digital-leadership.pdf
http://www.bbc.co.uk/mediacentre/latestnews/2013/dg-iplayer.html
http://www.deloitte.co.uk/mediaconsumer/assets/downloads/Deloitte-Media-Consumer-Survey-2014.pdf
http://www.reuters.com/article/2014/02/25/us-walt-disney-cloud-idUSBREA1O0US20140225
http://blogs.wsj.com/cio/2013/01/23/cbs-interactive-cio-moves-web-sites-to-the-cloud/
http://www.rapidtvnews.com/2013061728330/fox-modernises-opera-
tions-to-keep-up-with-digital-media-transformation.html#axzz3DNrd8Yh3
Companies combining the 3 pieces together
just the right way
CEOs are responding with 3 power moves
Customer
Experience
Digitizing
Operations
Business
Transformation
Companies are changing the
way they run their business by
embracing new technology.
They are now transitioning
from physical to digital
services for travelers.
Companies realize the value
of their traveler’s personal
data across all touch points,
to help build consistent and
personalized experience
throughout their journey. This
is done through predictive
analytics approach and
knowledge acquired from
social channels.
Travel Companies are moving
towards building digital
products by bringing agility
in platform building and by
digitizing the process to
easily roll out new ideas,
innovation and new features
to market.
Connecting data and cloud to navigate
the transformation
MOBILE FIRST
CHANNEL ENGAGEMENT
SCALE WITH THE CLOUD
Design Apps to personalize the
travel experience across multiple
points of the journey.
Merge customer data from all
sources to build a comprehensive
view of every customer.
Use predictive analytics to
understand customer behavior
and create highly targeted offers
and personalized service.
Support your digital programs by
building enterprise class applications
and scalable infrastructure with
the cloud.
PERSONALIZATION
SINGLE VIEW OF
CUSTOMER
RESOURCES
Companies who are struggling, are getting
stuck with
Mobile app is not
a priority.
Lack of a single view of travelers
Old technology
and platforms
Companies that are not using mobile
as their marketing strategy are missing
out on new customer opportunity.
Companies that are not leveraging customer
data adequately are not able to optimize
customer relationships.
Companies that are still using old
technology may miss an opportunity
that could have led to a winning streak.
They may also find it difficult to roll out
new features and innovation to market.
The cloud is the pipeline
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0302
04
05
Whether provisioning new
machines or deploying apps
across devices, the cloud makes
it easy to build highly available,
infinitely scalable apps and APIs.
Compute The ability to manage high
output, low-latency data on
the cloud helps to scale
predictive analytics and leverage
machine learning.
Analytics
The cloud helps in creating
Event Notification Hubs to
ingest, process, and orchestrate
notifications to scale.
Web Scale
Virtual Machines and Load
Balancing capabilities help
companies automate and
stay agile
Agile
Infrastructure
Encode, stream and store rich
media and deliver them across
millions of end points
Media Storage
and delivery
What’s Keeping
CEOs of
Travel Companies
Awake At Night?
Data is the new “Oil” in the travel industry
HOW ARE CEOs NAVIGATING
THIS DIGITAL TRANSFORMATION?
PROBLEMS CEOs ARE FACING TO
NAVIGATE DIGITAL TRANSFORMATION
“I want you to remember
me across all points
of interaction”.
Systems that identifies the
travelers across all touch points.
Travelers expects the same
experience across all devices.
“I want you to provide
the same experience
across all devices”.
“I want you to give me
information about
my surroundings”.
Real time information about
current location and access to
reviews from social platforms.
“I want you to give me
suggestion throughout
my trip”.
Personalized guides and
recommendations saves
traveler’s time and
accelerates decision making.
“I want to do
everything I do at
home while travelling ”.
Travelers prefer to access music,
videos, data at any point of
their journey.
“I want you to update
me with all my travel
details”.
Ticket System that can update the
traveler with all information on
delays and changes.
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2
3
4
5
6
Easy Jet is leveraging Apple’s iBeacon technology to provide location-specific
messages to passengers’ smartphones.
of travelers want airlines
to push the gate and status
of their connecting flight to
their mobile device
90%
Uber helps in connecting travelers to drivers. They leverage real time
analytics for demand and supply management, thereby incentivizing
more drivers to come on the system.
airlines believes that mobile
apps will become dominate
customer service channel
91%
Wikitude helps travelers to get information about their nearby surroundings
on their mobile screen. The app syncs the user’s location to get restaurant
reviews, photos and tweets from their friends’ social media accounts.
travelers desire a mobile
application that overlays
visual information about
the physical world.
61%
TripIt helps in generating a personalized digital itinerary that a traveler can
refer to on their mobile device. Frequent traveler can add multiple trips
to TripIt.
47% travelers are happy
to provide personal data for
more personalized service.
47%
Virgin Atlantic is leveraging Google Glass and the Sony Smartwatch to give
the travelers real-time travel information. travelers are using
mobile for boarding
and checking in .
40%
Syndey Airport is leveraging satellite based technology dubbed smartpath
(a ground based augmentation system) that improves the accuracy of
airport positioning. This increases the reliability of the air traffic management,
resulting in fewer delay and diversions.
travelers smartphone
connect to the free
airport Wi-Fi connections.
70%
EasyJet is working on building an
online seat reservation system by
using cloud services. The airlines
takes information of the actual
selection of seats from the cloud
application to the reservation
system. This has saved the airline to
fully move to a seat allocation
system.
United airlines has built a path
to reduce cost , improve business
agility and respond to business
needs faster by adopting private
cloud computing to fasten the
migration of applications and
provide constant availability
of services.
Heathrow changed the IT and
network for terminal 2
infrastructure. The terminal
features automatic baggage
drop and checks in and
boarding passes on passengers’
mobile devices, enabled by
cloud based technology.
Wideroe enables their call center
agents to understand customer’s
full history and recent visits to
solve the customer service issues
and recommend appropriate
services or offer a complimentary
upgrade to drive loyalty.
British Airway's “Know Me”
program analyses the online
behavior and buying habits of 20
million BA customers. This helps
recognize loyal customers and
their preferences that can be used
to come up with personalized
offers for continued loyalty.
Southwest uses big data analytics
to promote products, services,
and featured offers to customers.
By observing customer behaviors
and actions online, they make
special offers that suit the
travelers needs.
PRI
CING
&
INVENTORY TRAVEL PREFERENC
ES
CUSTOMERPROFILE
&
TRANSACTIONAL
ONLINESEARCH
AIR/TRAIN ROUTE & SCHEDULE
W
EB
CLICKSTREAM
ITINERARY
DESTINATION
SOCIALNETWORK
&
USERGENERATED
LOW
MEDIUM
VELOCITY
VARIETY
VOLUM
E
HIGH