Automation + service quality: A contradiction? SERVICE + TECHNOLOGY 2016 CWT

Transcription

1 Automation + service quality: A contradiction? SERVICE + TECHNOLOGY 2016 CWT 1

2 Martina Eggler Vice President Global Strategic Accounts Carlson Wagonlit Travel 2016 CWT 2

3 Technology is everywhere WHAT HOTELS NEED 2016 CWT 3

4 First steps to the connected world Thrive of home computer begins Amazon starts its website First smart phone is sold Start of the internet as we know it Google goes online 2016 CWT 4

5 The use of technology is growing fast Every minute of every day Receives 4,310 unique visitors users make 110,040 calls Users like 4,166,667 posts users upload 300 hours of new video 2016 CWT 5

6 The connected world Always on life More things connected than ever Thermostats Cars Safety/security systems Appliances Televisions Wearable technology Proximity alerts Prediction: 18 billion connected objects by 2018, billion by CWT 6

7 What does it mean for Business Travel 2016 CWT 7

8 Technology-History in Business Travel World s first computerized reservation system: the Reservec Launch of Galileo Launch of Sabre First property management and hotel reservation system by Fidelio 2016 CWT 8

9 CWT is always at the top of innovation CWT opens its first ecenter in Warsaw CWT releases mobile app CWT To Go TM Launch of fare tracking Launch of business intelligence platform CWT AnalytIQs Industry Innovation Award for CWT s Program Management Center Launch of business traveler peer to peer hotel reviews Launch of trip disruption service 2016 CWT 9

10 Technology in Business Travel What we have nowadays New markets More data from more sources Rapid advance of sharing economies 2016 CWT 10

11 The connected traveler On the go, but still connected Wants GPS locationbased services Information tailored to needs Expects immediate information Consumerlike traveler expectations CWT 11

12 CWT s technology today 2016 CWT 12

13 Makes business travel easy: End-to-end technologies Traveler Travel manager Trip planning Different booking channels Profile tool Traveler hotel reviews Gamification On-the-road support Mobile app Emergency support Booking management OBT Specialized counselors Proprietary rates & fares Fare tracking Communication & safety support Communication platform Robust safety & security program Post-trip services Traveler surveys Post-trip services Unused ticket tracking Reporting Expense Management 13

14 During the trip: Staying connected with CWT To Go 2016 CWT 14

15 Connecting countries: Multinational Service Centers Full Service Centers CWT Onsite Located on premises Located in major cities around the world Located in near-shore locations to support several countries Multinational Service Centers 2016 CWT

16 Using data: Personalization & Reporting Knowing what travelers want and need Making suggestions Remembering preferences Getting insights and giving recommendations Benchmarking CWT 16

17 What holds the future? 2016 CWT 17

18 Tomorrow s technology trends 6.5 devices per person More efficient, aggregated content access More personalized products & services Invisible Security Smart, Digital Wallets Predictive Planning Omnichannel Booking Embedded Biotech On-Point Personalization 2016 CWT 18

19 Near and longer term developments at CWT PRE-TRAVEL DURING TRAVEL POST-TRAVEL Multi-channel Timely, targeted messaging Predictive booking Virtual Assistant Virtual wallet Collaboration tools Trip disruption Intelligent messaging Crowd-sourced content Personalized offers Data to help drive decisions to travelers and travel managers Automated expenses 2016 CWT 19

20 Is service less important now? 2016 CWT 20

21 Hand in hand: Technology and Service 2016 CWT 21

22 Thank you very much! For further information please do not hesitate to contact me : meggler@carlsonwagonlit.com 2016 CWT 22