The Power of Data to Personalize the Travel Experience
Presentation | 9 pages | Traveler Expectations Change Fast and Often
The Power of Data to Personalize the Travel Experience Taimur Khan GM, VP Travel, Transportation & Hospitality, Salesforce April 8th, 2019
Traveler Expectations Change Fast and Often
Connect to The Traveler in a New Way Every Interaction Shapes Customer Expectations Outdated channels for communication Always On, Digital Limited view of Traveler Context Engagement Reactive incident management Know the Traveler Proactive, Personalized Service Customer Data Contextual, Intelligent, Integrated
Role Of Data In Delivering A Consistent Experience 4S’s of Travel - Less Friction, More Loyalty, Unbeatable Productivity and Employee Experience Serve Earlier Serve with Relevance Serve Consistently Serve Anywhere Engage during the Meet where they want and Deliver a seamless Air, ground, lodging research stages and inspire personalize offers based experience before, during, across all channels purchase decisions on preferences & after their journey
The Path to a Five Star Experience for Business Traveler Role of Data in the Traveler Journey Match Listen and Respond Experience To to Customers Location Anywhere Travel Inspiration Capture Data Post Trip from Any Source Contextual Recovery Use AI to CRM, Calendar Discover New Create Audiences Lifelong Relationships Historical Insights
Interconnectivity Throughout the Traveler Journey Role of Data Throughout The Entire Journey Match Listen and Respond Experience To to Customers Location Anywhere Travel Inspiration Capture Data Post Trip from Any Source Contextual Recovery Use AI to Social, Internet Discover New Create Audiences Lifelong Relationships Historical Insights
Passenger Hyper-Personalization Leverage Every Data Source Market & Partner Data CRM & Services Data Demographic and Identity Data, Contextual Insights (Market Data, Profile, Cases, Contact Center Events, Weather, Traveler In-Flux), History, Service Interactions Reviews, External Traveler Information, Co-ops Travel Data Loyalty, & Commerce Data System of Record (PSS, CRS, GDS, Campaign Metrics, Digital Footprint, Experiential Targeting, Audience ERP), Traveler Profile, Schedule, Segmentation, Digital Marketplace, Fare, Availability, Preferences, Loyalty, Booking & Commerce Assets, NDC (offer, order) Deliver Personalized Intent & Sentiment Data Devices & Location Data Experiences IoT Sensor Data, Telemetry, Social Media Platform Mobile, Voice, Geolocation, Engagement, Sentiment & Intent Location-Based Intelligence Behavior
Role Of Data In Delivering A Consistent Experience 4S’s of Travel - Less Friction, More Loyalty, Unbeatable Productivity and Employee Experience Serve Earlier Serve with Relevance Serve Consistently Serve Anywhere Engage during the Meet where they want and Deliver a seamless Air, ground, lodging research stages and inspire personalize offers based experience before, during, across all channels purchase decisions on preferences & after their journey
