Delivered at 'Buy Tourism Online' in Florence in March 2019 this talk explores the lessons learned in delivering voice experiences in hotels and where we are in the adoption of these services. Full narrative available here: https://www.sayitnow.ai/news/2019/3/22/4-years-with-alexa-lessons-learned-in-hospitality
3. 3
1. What
a. In room Alexa powered concierge
i. Out of room messenger concierge
2. Why
a. Commoditisation of hotel market
b. Information about guests needs
c. Relevant presence on digital channel
3. Benefits
a. Lead by Marketing team, this was cheap PR & Brand positioning
i. Talking to a rising affluent millennial demographic, putting Marriott in
their radar
b. Ability to sell extra services through a digital channel (taxi’s excursions etc.)
c. Experience you cannot replicate at home (or at Air BNB)
i. TV
ii. Concierge
@charlescadbury
@sayitnow_ai
Marriott - Hotel Concierge
7. 7
@charlescadbury
@sayitnow_ai
So why is this not in all hotels?
Challenges
1. Integrating with existing infrastructure
a. Loyalty
b. Personal data & GDPR
c. Smart room
2. Every location is unique
3. Customer readiness
11. 11
2019 - 3.9 Billion Messaging Users
Messaging
tipping point
>50% global
population
(2019 - 7.79bn)
@charlescadbury
@sayitnow_ai
12. The path to Conversational Commerce
3 important steps
1. Trust
Customers need to trust that they can ask questions and immediately get
back the correct results.
2. Personalisation
Each engagement allows you to learn a little more about your customer and
then deliver ever more tailored responses. Over time you will automatically
communicate with each customer uniquely. This increases trust and
relevance.
3. Activation
Once you have an engaged customer, communicating with your brand
through a trusted, personalised, channel they are more likely to positively
respond to outbound offers and and conversion rates will increase.
@charlescadbury
@charlescadbury
@sayitnow_ai
13. The path to Conversational Commerce
3 important steps
1. Trust
Customers need to trust that they can ask questions and immediately get
back the correct results.
1. Personalisation
Each engagement allows you to learn a little more about your customer and
then deliver ever more tailored responses. Over time you will automatically
communicate with each customer uniquely. This increases trust and
relevance.
1. Activation
Once you have an engaged customer, communicating with your brand
through a trusted, personalised, channel they are more likely to positively
respond to outbound offers and and conversion rates will increase.
@charlescadbury
@charlescadbury
@sayitnow_ai
14. The path to Conversational Commerce
3 important steps
1. Trust
Customers need to trust that they can ask questions and immediately get
back the correct results.
1. Personalisation
Each engagement allows you to learn a little more about your customer and
then deliver ever more tailored responses. Over time you will automatically
communicate with each customer uniquely. This increases trust and
relevance.
1. Activation
Once you have an engaged customer, communicating with your brand
through a trusted, personalised, channel they are more likely to positively
respond to outbound offers and and conversion rates will increase.
@charlescadbury
@charlescadbury
@sayitnow_ai
15. This is where your customers want to reach you, do
you have a compelling presence in messaging
environments?
15