Copyright © 2014 CWT Personalizing Business Travel Alexandra Naintre, Global Brand Marketing 1 October 2014
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Copyright © 2014 CWT
Personalizing Business Travel
Alexandra Naintre, Global Brand Marketing
1 October 2014
We are the start of over 37 million journeys
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37 million journeys each year…
A Glimpse into the Future
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PersonalizationHyperconnectivityDigitization
Business Travel of the Future
Over the next decade:
Global travel market will grow 5.4% per year, outpacing global GDP growth by 2% annually
China will become the largest outbound travel market in the world, and will become the biggest domestic travel market too
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travel market too
The burgeoning global population will be mobile. By 2020, 81% of mobile devices sold will be smartphonesand hyperconnectivity will be the norm
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Business Travel of the Future
By 2020, 85% of all customer interactions will be digital
With digital's rise will come the expectation of personalization. People will expect customized, tailored offers and services
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When expanding digital capabilities combine with the personalized counsel humans provide, business travel as we know it will change forever
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PRE-TRAVEL DURING TRAVEL POST-TRAVEL
Travel Manager
Track travelers
Proactively communicate
& assist
Consolidatecredit card
data
Sourcedeals &content
Policy & approvals
Providepre-trip
information
Conduct reporting &
analysis
The Travel Continuum
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Traveler
Manage profile
Up-to-datedestination information
Contextual& relevant messages
Be efficienton the go
Manage trip
File expense report & pay credit card
Research & book
IT IS MORE THAN JUST BOOKING
Pre-Travel
Contextual Service Design
Omnichannel Booking
Conscientious Consumption
Systematic Collaboration
On-Point Personalization
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During Travel
Predictive Planning
Smart, Digital Wallets
Embedded Biotech
Invisible Security
Always-on Assistance
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Post-Travel
Connected Home/Work/Life
Automatic Expensing
Strategic Loyalty Alliances
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Mobile Platform to Accompany Travelers Door-to-Door
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“Keep Climbing” through Innovation
Product pilots
Trip disruption
Click to call - shared screen
Door to door searching/booking
The Fusion of Technology & Service
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Source: Travel Distribution Study
Business travel
is digital and
50% of online bookings are expected
to be made through mobile devices by 2017
1 in 3 business travelers
have posted hotel reviews online
48%
1.5 billionsmartphones
will be shipped in 2017
Source: Travel Distribution Study
Source: Mobile and Wireless Communications Report/ IHS inc./
July 2013
Source: Travelers’ road to decision, Google & Ipsos OTX Media CT, July 2011
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Source: Travel Distribution Studyconsumer driven48% of U.S.
households are
projected to have at
least one tablet by the
beginning of 2014
63% of business travelers
want destination-specific offers
84%of air passengers carry
a smartphone
12%of U.S. gross travel sales
will come from mobile by 2015
Source: Passenger IT Trends Survey, Sita/Air Transport World, October 2013
Source: Quarterly Tablet Report/Consumer Electronics Association/April 2013
July 2013
Source: Sabre Mobile Survey of Business Travelers/Sabre Holdings/ August 2011
Source: U.S. Online Travel Overview, PhoCusWright, November 2013
The 3 C’s of Marketing in a World of Hyperconnectivity
Context ConsistencyContent
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Context ConsistencyContent
Thank you!
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