We take a look at the 8 key trends travel brands need to embrace in 2018, exploring bots, mobile messaging, progressive web, blockchain, mobile analytics and more. We also share detailed research across end-travellers and travel industry professionals to help your digital strategy in 2018.
2. What we will cover today
• The changing digital landscape
• What our research is telling us
• Trends to watch out for in 2018
• Summary
• Q&A
@tvptdigital | #mobiletravel2018
5. 50%
75%
20%+
2.2 Billion Number of Annual Air Travellers2007
2007
2010
2010
A Decade of Change
4 Billion
Global Smartphone Penetration Rates
3%
% of Airlines Offering Mobile Check-In
20%
% of Passengers Using Mobile Check-In
1%
2017
2017
2017
2017
15. Mobile App Customer Journey…
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
Mobile
Check-in
Real-time Agent
Interaction
PRE-TRIP AT THE AIRPORT48 HRS BEFORE IN-FLIGHT AT DESTINATION POST-TRIP
Personalised Trip
RecommendationsTrack Your
Flight
24. Developing markets are helping driving the
next wave of voice powered technology
Image source: WSJ.com
25.
26. In June 2017 easyJet had over 30,000 flight
status voice searches on their Alexa Skill
First U.S.-based airline to provide an
Alexa skill for Alexa-enabled devices
27.
28. Rather than trying to move 1.3 billion
Chinese to our app, we moved to WeChat.
We should be on apps that people really use! Not just do our own.
Tjalling Smit,
Senior VP of Digital
“ “
29. 330MN used messenger to
contact a business for the
first time this year
55K conversations in
just 90 days
1.4 million online boarding
passes issued via messenger
30. The traveler of tomorrow will want and expect to,
engage with travel brands on whatever platform
they choose - be it voice, messenger or mobile.
31.
32. Native Apps
Upside Challenges
• Still provide superior performance
• They come built with NFC support
• Geo-fencing capabilities
• Can leverage a devices smart capabilities
• Higher quality control due to app stores
• They easily interact with other apps
• Multiple form factors and platforms,
• Approvals process of the app stores
• Support users on older app versions
• Build the inhouse teams
+ -
33. Web applications that use
modern web capabilities
to deliver an app-like
experience to users
34. The benefits of PWA’s:
• Maximizes your reach
• No installation required
• Responsive design & simplified code
• Great user experience
• More cost effective to build
36. o Less than 3%
of the storage of their native app
o 75% uplift in tweets
o Visitors viewing 65% more pages
Source: developers.google.com
37. PWA challenges
• Still have their limitations
• Apple & Safari still don’t yet fully support
• Push notifications and offline mode not fully
available in some cases
• Ditto NFC or Bluetooth support
• May not be able to deliver all your desired
app use cases
38. Travel brands need to get the balance right
between improving the native app experience
and exploring new ecosystems that extend
beyond mobile apps.
43. 2018 we will see the elimination of more
friction points as more capabilities are enabled
through a personalized experience
44.
45.
46.
47.
48. Blockchain will open up new
opportunities to improve the
efficiency and security of services
such as booking , rebooking, baggage
tracking and traveler itinerary
information.
60. Closing summary
‘Mobile’ is still key, but the travel journey is now multi-platform
Voice, messaging & bots offer major revenue and engagement opps
Customers expectations are higher than ever before – the experience needs to:
o Include less friction
o Incorporate greater personalisation
o Provide even more touchpoints for servicing the traveler
61. Want us to arrange a
follow-up conversation?
Click on the pop-up
62. Q&A
Ready to start your
journey?
• travelportdigital.com
• hello@travelportdigital.com
• @tvptdigital
Notas do Editor
Air Berlin graphic (notes)
Twitter, LinkedIn & Facebook have all launched browser based mobile web apps to target mobile web users on low end devices (say before talking about twitter stat)