Be ahead of the game. Jon Lawrence Sr. Director, Hospitality Industry Solutions Group

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2 Be ahead of the game Jon Lawrence Sr. Director, Hospitality Industry Solutions Group

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6 1977 PCs Client/ Server 1985

7 1977 PCs 1993 ecommerce Client/ Server 1985.com 1998

8 1977 PCs 1993 ecommerce 2003 Social Client/ Server 1985.com 1998 Mobile Computing Cloud Computing 2006

9 1977 PCs 1993 ecommerce 2003 Social Digital Serverless Marketing Microservices Client/ Server 1985.com 1998 Mobile Computing Cloud Computing 2006 Machine Learning 2013

10 1977 PCs 1993 ecommerce 2003 Social Digital Serverless Marketing Microservices? Client/ Server 1985.com 1998 Mobile Computing Cloud Computing 2006 Machine Learning 2013 Quantum Computing 2030

11 Four Year Outlook - Technology Trends / Predictions*

12 Four Year Outlook - Technology Trends / Predictions* IOT 95% of New Products use IOT 2020 *Gartner May, 2018

13 Lower Costs of Adding IoT Devices The Path to Seamless IoT Easier to Hide More Precise More App Interoperability By Million IoT devices purchased every hour Source: Gartner Source: Gartner

14 The Smart Bottle Opportunity: More engaged communications with consumers at shelf and beyond triggered by the product itself (restaurants and bars) How Does It Work? Sensor tag can detect open and sealed state of bottle Personalised content is triggered when a smartphone (geolocation) reads the unique label via Near Field Communication (NFC) Allows bottle tracking across the supply chain to the point of consumption to ensure authenticity Disruptive Qualities: Can be used for timely marketing messages, promotional offers, cocktail recipes and exclusive content Brand relationship extended into where it didn't exist previously Source: Gartner

15 Gain Deep Context and Insights Through Images* Increased Recognition Confidence (Before 2010: Error Prone) #person #dog Source: Gartner

16 Gain Deep Context and Insights Through Images* Increased Recognition Confidence (Before 2010: Error Prone) #person #dog #person #dog1 #dog2 #trees #road Source: Gartner

17 Gain Deep Context and Insights Through Images* Increased Recognition Confidence (Before 2010: Error Prone) (After 2018: Error Free) #person #dog #person #dog1 #dog2 #trees #road Source: Gartner

18 An Example a Bit Closer to Home Chappell s friend, Ben Bens sister, and one of my older daughter s best friends, Isa My son, Chappell

19 Four Year Outlook - Technology Trends / Predictions* IOT 95% of New Products use IOT 2020 DISRUPTION 5 OF 7 Tech Giants Self- Disrupt 2020 *Gartner May, 2018

20 Recognizing Disruption* Reinventing and Entering New Markets Bypassing Barriers to Customers Creating or Extending Ecosystems Better Leverage New Technology Finding New Revenue or Funding Resetting the Game on Business Models Source: Gartner

21 INCUMBENCY IS NO GUARANTEE OF SUCCESS CHANGING CUSTOMER EXPECTATIONS COMPETITION FROM UNEXPECTED PLACES

22 What is the Role of AI? Artificial Intelligence: The theory and development of computer systems able to perform tasks normally requiring human intelligence, such as visual perception, speech recognition, decision-making, and translation between languages. English Oxford Living Dictionary Chatbots / Robots Analysis / Operational Workflows Recommendation Engines (apps, kiosks)

23 Four Year Outlook - Technology Trends / Predictions* IOT AI 95% of New Products use IOT 2020 REAL OR FAKE? Counterfeit Reality 2020 DISRUPTION 5 OF 7 Tech Giants Self- Disrupt 2020 *Gartner May, 2018

24 Counterfeit Reality Gartner s definition of the digital creation of images, video, documents, or sounds that convince the user that the representations are real that never occurred or never existed exactly as represented. CONSIDERATION: Trust will shift from the validity of the data to the individual that you choose to listen to. Source: Gartner

25 Fake Obama created using AI video tool - BBC News YouTube Video from BBC Source: YouTube

26 Four Year Outlook - Technology Trends / Predictions* IOT AI 95% of New Products use IOT 2020 DISRUPTION 5 OF 7 Tech Giants Self- Disrupt 2020 REAL OR FAKE? Counterfeit Reality 2020 TRUST 50% Consuming More False Information Than True 2022 *Gartner May, 2018

27 Some Challenges Presented with Artificial Intelligence (AI) AI will be at the center of our most trusted sources of truth. Through 2021, AI-driven creation of "Counterfeit Reality," or fake, content will outpace AI's ability to detect it. Source: Gartner

28 Considerations / Implications More focus to detect what is created Detection is harder than creation Social media and tech giants will be key to maintaining integrity

29 Four Year Outlook - Technology Trends / Predictions* IOT AI BOTS / AI 95% of New Products use IOT 2020 DISRUPTION 5 OF 7 Tech Giants Self- Disrupt 2020 REAL OR FAKE? Counterfeit Reality 2020 TRUST 50% Consuming More False Information Than True % Bot Development over Mobile App Development 2021 *Gartner May, 2018

30 Changing the meaning of Mobile Android? ios?

31 Changing the meaning of Mobile

32 Consider This: By 2020, the average person will have more conversations with bots than with their partner or spouse. Source: Gartner

33 By 2021, more than 50% of enterprise companies will spend more each year on bots and chatbot creation than traditional mobile app development. Source: Gartner

34 ENGAGING GUESTS IN THE WAY THAT THEY SEEK TO BE ENGAGED

35 Four Year Outlook - Technology Trends / Predictions* IOT AI BOTS / AI 95% of New Products use IOT 2020 DISRUPTION 5 OF 7 Tech Giants Self- Disrupt 2020 REAL OR FAKE? Counterfeit Reality 2020 TRUST 50% Consuming More False Information Than True % Bot Development over Mobile App Development 2021 SEARCH 30% Visual and Voice Search Drive Commerce Revenue 2021 *Gartner May, 2018

36 The Shift in Search By 2020, more than 50% of all searches will be visual or voice (20% will be visual) Social is a starting point By 2020, 500 million consumers will use voice-enabled conversational AI to purchase on digital commerce platforms (160 million today). By 2021, shifting guest engagement channels to include visual and voice search will increase revenue through digital channels by 30% Source: Gartner

37 Single Interactions Support Larger Journeys App Store Discovery Siloed Interactions Source: Gartner

38 Single Interactions Support Larger Journeys App Store Discovery Personalised Content Search and Discovery Siloed Interactions Integrated Interactions Source: Gartner

39 Thank You! Questions?