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Similar to Today and Tomorrow: The Changing Customer Journey (7)
Today and Tomorrow: The Changing Customer Journey
- 5. “We
always
overes;mate
the
change
that
will
occur
in
the
next
two
years...”
-‐
Bill
Gates
© 2013 - Tim Peter & Associates
- 6. Let’s
take
a
journey
into
the
past...
© 2013 - Tim Peter & Associates
- 13. Today:
Market
dominance!
PC’s:
© 2013 - Tim Peter & Associates
- 14. Today:
Market
dominance!
PC’s:
Mobile: /
© 2013 - Tim Peter & Associates
- 15. Today:
Market
dominance!
PC’s:
Mobile: /
Music:
© 2013 - Tim Peter & Associates
- 16. Today:
Market
dominance!
PC’s: Television
&
Online
Video:
Mobile: /
Music:
© 2013 - Tim Peter & Associates
- 17. Today:
Market
dominance!
PC’s: Television
&
Online
Video:
Mobile: / Internet
search:
Music:
© 2013 - Tim Peter & Associates
- 18. Today:
Um...
Market
dominance!
PC’s:
No
Television
&
Online
Video:
Mobile: / Internet
search:
Music:
© 2013 - Tim Peter & Associates
- 19. not
^
The
future
is
over-‐rated
© 2013 - Tim Peter & Associates
- 20. “We
always
overes;mate
the
change
that
will
occur
in
the
next
two
years
and
underes)mate
the
change
that
will
occur
in
the
next
ten.”
-‐
Bill
Gates
© 2013 - Tim Peter & Associates
- 21. “The
future
is
already
here...
it’s
just
not
evenly
distributed.”
© 2013 - Tim Peter & Associates
- 22. “Informa;on
overload”
© 2013 - Tim Peter & Associates
- 26. Cost
of
Compu;ng
Processor 2
GHz
dual
core
Memory 2
GB
Storage 120
GB
Screen
resolu;on 1024x768
Movies Yes
Wifi 802.11
a/b/g
Bluetooth Op;onal
(Extra
cost)
Camera Op;onal
(Extra
cost)
© 2013 - Tim Peter & Associates
- 27. Cost
of
Compu;ng
Processor 2
GHz
dual
core
Memory 2
GB
Storage 120
GB
Screen
resolu;on 1024x768
Movies Yes
Wifi 802.11
a/b/g
Bluetooth Op;onal
(Extra
cost)
Camera Op;onal
(Extra
cost)
Weight 8.9
pounds
Ba)ery
Life 2.5
hours
Cost $1,100
($3,000
with
opBons)
© 2013 - Tim Peter & Associates
- 28. Cost
of
Compu;ng
Processor 2
GHz
dual
core 1.5
GHz
dual
core
Memory 2
GB 2
GB
Storage 120
GB 32
GB
+
cloud
Screen
resolu;on 1024x768 1280x768
Movies Yes Yes
(internal
or
streaming)
Wifi 802.11
a/b/g 802.11
a/b/g/n
Bluetooth Op;onal
(Extra
cost) Yes
Camera Op;onal
(Extra
cost) 8
MP
Weight 8.9
pounds 0.3
pounds
Bajery
life 2.5
hours 7.75
hours
Cost $1,100
($3,000
with
op;ons) $
629
($99.99
w/
contract)
© 2013 - Tim Peter & Associates
- 29. March
6,
1983:
First
commercial
mobile
phone
&
network
© 2013 - Tim Peter & Associates
- 30. Guess
when
Gen
Y
was
born
© 2013 - Tim Peter & Associates
- 58. 30
hours
of
video
uploaded
© 2013 - Tim Peter & Associates
- 62. June,
2011:
“ The
Special
Rapporteur
[of
the
United
Na;ons]
considers
cupng
off
users
from
internet
access,
regardless
of
the
jus;fica;on
provided...
to
be...
a
viola;on
of
ar;cle
19,
paragraph
3,
of
the
Interna;onal
Covenant
on
Civil
and
Poli;cal
Rights.”
© 2013 - Tim Peter & Associates
- 63. “The
web
is
like
electricity.
It's
just
there.”
Eric
Schmidt
© 2013 - Tim Peter & Associates
- 64. WSJ:
“...as
many
as
one-‐third
of
the
na;on's
[bank]
branches
now
may
be
unprofitable”
© 2013 - Tim Peter & Associates © 2013 - Tim Peter & Associates
- 66. 7,000
6.1
Billion
6,000
5,000
4,000
3,000
2,000
1,000
953
Million
0
Total
Subscriptions
-‐
Q4
2011
Smartphone Mobile
phone
Source:
Mary
Meeker
&
Liang
Wu
hjp://www.scribd.com/doc/95259089/KPCB-‐Internet-‐Trends-‐2012 © 2013 - Tim Peter & Associates
- 67. X
7,000
6.1
Billion
6,000
5,000
4,000
3,000
2,000
1,000
953
Million
0
Total
Subscriptions
-‐
Q4
2011
Smartphone Mobile
phone
Source:
Mary
Meeker
&
Liang
Wu
hjp://www.scribd.com/doc/95259089/KPCB-‐Internet-‐Trends-‐2012 © 2013 - Tim Peter & Associates
- 68. More
people
own
mobile
phones
than
own
toothbrushes
© 2013 - Tim Peter & Associates
- 72. You
actually
host
more
devices
than
passengers
or
guests
© 2013 - Tim Peter & Associates
- 74. • 44%
of
all
cell
users
• 40%
of
those
35-‐44
• 50%
of
smartphone
users
• 60%
of
those
18-‐34
© 2013 - Tim Peter & Associates
- 77. Overall
mobile
use
100%
75%
48%
50%
36%
28%
25% 20%
0%
Travel
Research Travel
Booking
2013 2015
Source:
Google/Ipsos
MediaCT
-‐
U.S.
August
2012 © 2013 - Tim Peter & Associates
- 78. Leisure
travelers
shop...
100% 96% 94%
75%
50%
32% 31%
24%
25% 18% 17%
0%
0%
Home
Computer Business
Computer Mobile
Phone Tablet
2010 2012
Source:
Google/Ipsos
MediaCT
-‐
U.S.
August
2012 © 2013 - Tim Peter & Associates
- 79. Business
travelers
shop...
100%
86%
76% 76%
75%
65%
51%
50%
40%
30%
25%
0%
0%
Home
Computer Business
Computer Mobile
Phone Tablet
2010 2012
Source:
Google/Ipsos
MediaCT
-‐
U.S.
August
2012 © 2013 - Tim Peter & Associates
- 80. Mobile
travel
revenues
$10B
$8.0B
$8B
$5B
$2.6B
$3B
$0B
USD
(Billions)
2011 2013
Source:
US
Mobile
Travel
Spend,
PhoCusWright
-‐
March,
2012 © 2013 - Tim Peter & Associates
- 81. 100%
75%
50%
42%
33%
30%
25%
25%
17%
0%
Total
Hospitality Restaurant Ground Airfare Rail
Use
of
Mobile
Payments
Source:
eMarketer
hjp://www.emarketer.com/Ar;cle/Mobile-‐Payments-‐Offer-‐Travelers-‐Convenience-‐Uptake-‐Slow/1009180
© 2013 - Tim Peter & Associates
- 84. $8
billion
/
$800
billion
=
1%
© 2013 - Tim Peter & Associates
- 86. Booking
© 2013 - Tim Peter & Associates
- 87. Dreaming
© 2013 - Tim Peter & Associates
- 88. Discovery
© 2013 - Tim Peter & Associates
- 89. Planning
© 2013 - Tim Peter & Associates
- 90. Booking
© 2013 - Tim Peter & Associates
- 92. Stay
© 2013 - Tim Peter & Associates
- 94. 30
22.5
15
7.5
0
2010 2011
Sites
Visited
-‐
All
E-‐commerce
© 2013 - Tim Peter & Associates
- 95. © 2013 - Tim Peter & Associates
30
22.5
15
7.5
0
2010 2011
Sites
Visited
-‐
All
E-‐commerce Sites
Visited
-‐
Travel
Source:
Google
hjp://www.thinkwithgoogle.com/insights/featured/five-‐stages-‐of-‐travel/
&
hjp://www.thinkwithgoogle.com/insights/library/studies/the-‐zero-‐moment-‐of-‐truth-‐macro-‐study/
- 96. Hours
spent
shopping/booking
travel
70%
60%
50%
40%
30%
20%
10%
0%
1-‐2 3-‐4 5-‐6 7-‐8 8+
Leisure
Traveler Business
Traveler
Source:
IBM
Ins;tute
for
Business
Value
Analysis
September
2010 © 2013 - Tim Peter & Associates
- 101. Hotel
guests
expect
stay
to
be
personalized
around
set
of
choices
made
at
the
;me
of
booking/prior
to
arrival
70%
60%
50%
40%
30%
20%
10%
0%
Strongly
Agree Agree Disagree Strongly
Disagree
Source:
Amadeus/Fast
Future
Hotels
2020
Report
(March
2011) © 2013 - Tim Peter & Associates
- 102. Next
5-‐10
years
86%
agreed
that
by
2020,
personaliza)on
will
have
been
embraced
wholeheartedly
by
the
sector
and
that
‘customers
will
have
the
ability
to
choose
the
size
of
room,
type
of
bed,
ameni)es,
audio-‐visual
facili)es,
business
equipment,
etc.
on
booking
and
pay
accordingly’
Source:
Amadeus/Fast
Future
Hotels
2020
Report
(March
2011) © 2013 - Tim Peter & Associates
- 105. Context:
Defining
“mobile”
“Where
u
@,”
al;tude,
speed
© 2013 - Tim Peter & Associates
- 106. Context:
Defining
“mobile”
Past
ac;ons,
history,
selected
preferences
© 2013 - Tim Peter & Associates
- 107. Context:
Defining
“mobile”
Assumed
aptudes
based
on
situa;on
and
ac;ons
© 2013 - Tim Peter & Associates
- 117. Priceline
mobile
bookings
-‐
Valen;ne’s
Day,
2013
26%
74%
Within
24
hours
of
arrival More
than
24
hours
in
advance
Source:
Priceline.com,
February
2013
© 2013 - Tim Peter & Associates
- 126. What’s
next?
Distance,
floor
in
building,
aisle,
what
direc;on
Light,
dark,
;me
of
day
Gesture-‐based
control
(Xbox
Kinect
or
Wii)
Biometrics
(Are
you
excited?
Confused?)
© 2013 - Tim Peter & Associates
- 127. Ques;ons?
© 2013 - Tim Peter & Associates
- 130. not
^
The
future
is
over-‐rated
© 2013 - Tim Peter & Associates
- 131. Thank
you
Web: ;mpeter.com
Phone: +1-‐201-‐305-‐0055
Email: ;m@;mpeter.com
Twijer: twijer.com/tcpeter