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Syniverse Presentation - EFT TDS Sep 2014 Panel: Intelligent Mobile Experience, Todd Thayer

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Kim Geralds
Kim Geralds

Todd Thayer discusses the transformation of mobile engagement in the travel industry, creating opportunities for improved CRM, revenue and cost reductions.

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The Intelligent Mobile Experience Todd Thayer VP Product Management #tdsusa @Mobile4Brands
Mobile Transforming the Travel Industry Mobile is the only channel that reaches customer at every point in travel journey Syniverse’s Mobile Engagement solution allowed a major hotel brand to launch seamless cross- channel mobile communications to its customers around the globe. #tdsusa @Mobile4Brands
Extend offers and information when the customer is most likely to purchase Upgrade to Business Class? 52% of business travelers would consider purchasing in-flight amenities if offers were sent to their mobile before boarding (FlightView) The Travel Journey Plan Purchase Departure Upsell (in-flight) Cross Sell Trip info/reminders Trip Upsell (On-site) Cross Sell Notifications Destination Activities Return Feedback & Rating Update travelers profile Tailored offers Next Trip #tdsusa @Mobile4Brands
Apply Mobile Context to Personalize Travel Experience Apply user’s shared information... Location Historical Mobile Usage Age and Date of Birth Gender Marital Status Loyalty Points Purchase/Purchase Amt. Device Type Device and App Usage Read Messages ...to deliver what they want… Offers & Deals Reservation Updates Ancillary Services Loyalty Rewards Customer Service …when & how they want it. SMS/MMS Push Notification Social Passbook E-mail Voice Allow travelers to curate their own experience Integrated channels; one brand experience #tdsusa @Mobile4Brands
Top Airlines: 25% off drink tab for your flight tomorrow. Click here for more details Enjoy 25% off in-flight drinks for tomorrow’s flight. Click here to accept & receive a code! To: Camila Lanvin From: Antigua Air Camila, Thanks for being a loyal customer- six flights in 6 months! Enjoy 25% off in- flight drinks for tomorrow’s flight from LGA to SFO. Sincerely, The Customer Service Team Download our App for a chance to win a trip for two! New Message from Antigua Air NICKNAME Jane’s Card Antigua Air: Enjoy 25% off your in-flight drinks tomorrow! (LGA  SFO) Close OK Camila 25% off in-flight drinks (LGA  SFO) *Valid until 9/28 Antigua Air Deliver Cross-Channel Communication United Airlines generated 1% ($25 million) of its $2.5 billion in annual ancillary revenue on mobile phones. (Forrester) #tdsusa @Mobile4Brands
See other Deals 20% OFF cruises to the Bahamas Travel Time Flash Deal: October Book Now Companies using gamification experience a 100% increase in page views, interactivity & repeat visits. (hotelexecutive.com) See other Deals 20% off cruises to the Bahamas Travel Time Scratch off to reveal your October flash deal: Shop Now 24 hours only! Extend Offers to Fill Seats and Space #tdsusa @Mobile4Brands
7 Antigua Air Antigua Air We apologize for your delayed flight. Click here to receive a $15 voucher to use at any participating restaurant on Concourse D Close OK Raising customer retention by 5% can increase profits by 25% (Bain & Company) Improve the Customer Experience #tdsusa @Mobile4Brands
Welcome to TopHotels New York! Enjoy 2-for-1 cocktails in the lobby bar tonight from 5-8pm. 47% of consumers want discounts and last minute deals via mobile (EyeforTravel) Increase Revenue with Tailored Offers Guest desire to book added in-stay services outstrips hotels’ current provision (EyeforTravel) #tdsusa @Mobile4Brands
Analyze mobile engagement strategy based on what delivery channels lead to response, redemption, two-way interaction or loyalty. Refine target audience based on which segments show interest; have highest response rate Measure Mobile Program Effectiveness #tdsusa @Mobile4Brands
•Utilize mobile to enhance the travel experience at every step of journey –Mobile is the only channel to reach customer at every point in traveler journey –Apply mobile context to personalize engagement; maximize redemption •Deliver seamless, cross-channel communications in line with customer preferences •Optimize mobile engagement efforts by defining target audience; measuring mobile program effectiveness Summary #tdsusa @Mobile4Brands
Todd Thayer VP Product Management todd.thayer@syniverse.com #tdsusa @Mobile4Brands Thank You

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Syniverse Presentation - EFT TDS Sep 2014 Panel: Intelligent Mobile Experience, Todd Thayer

  • 1. The Intelligent Mobile Experience Todd Thayer VP Product Management #tdsusa @Mobile4Brands
  • 2. Mobile Transforming the Travel Industry Mobile is the only channel that reaches customer at every point in travel journey Syniverse’s Mobile Engagement solution allowed a major hotel brand to launch seamless cross- channel mobile communications to its customers around the globe. #tdsusa @Mobile4Brands
  • 3. Extend offers and information when the customer is most likely to purchase Upgrade to Business Class? 52% of business travelers would consider purchasing in-flight amenities if offers were sent to their mobile before boarding (FlightView) The Travel Journey Plan Purchase Departure Upsell (in-flight) Cross Sell Trip info/reminders Trip Upsell (On-site) Cross Sell Notifications Destination Activities Return Feedback & Rating Update travelers profile Tailored offers Next Trip #tdsusa @Mobile4Brands
  • 4. Apply Mobile Context to Personalize Travel Experience Apply user’s shared information... Location Historical Mobile Usage Age and Date of Birth Gender Marital Status Loyalty Points Purchase/Purchase Amt. Device Type Device and App Usage Read Messages ...to deliver what they want… Offers & Deals Reservation Updates Ancillary Services Loyalty Rewards Customer Service …when & how they want it. SMS/MMS Push Notification Social Passbook E-mail Voice Allow travelers to curate their own experience Integrated channels; one brand experience #tdsusa @Mobile4Brands
  • 5. Top Airlines: 25% off drink tab for your flight tomorrow. Click here for more details Enjoy 25% off in-flight drinks for tomorrow’s flight. Click here to accept & receive a code! To: Camila Lanvin From: Antigua Air Camila, Thanks for being a loyal customer- six flights in 6 months! Enjoy 25% off in- flight drinks for tomorrow’s flight from LGA to SFO. Sincerely, The Customer Service Team Download our App for a chance to win a trip for two! New Message from Antigua Air NICKNAME Jane’s Card Antigua Air: Enjoy 25% off your in-flight drinks tomorrow! (LGA  SFO) Close OK Camila 25% off in-flight drinks (LGA  SFO) *Valid until 9/28 Antigua Air Deliver Cross-Channel Communication United Airlines generated 1% ($25 million) of its $2.5 billion in annual ancillary revenue on mobile phones. (Forrester) #tdsusa @Mobile4Brands
  • 6. See other Deals 20% OFF cruises to the Bahamas Travel Time Flash Deal: October Book Now Companies using gamification experience a 100% increase in page views, interactivity & repeat visits. (hotelexecutive.com) See other Deals 20% off cruises to the Bahamas Travel Time Scratch off to reveal your October flash deal: Shop Now 24 hours only! Extend Offers to Fill Seats and Space #tdsusa @Mobile4Brands
  • 7. 7 Antigua Air Antigua Air We apologize for your delayed flight. Click here to receive a $15 voucher to use at any participating restaurant on Concourse D Close OK Raising customer retention by 5% can increase profits by 25% (Bain & Company) Improve the Customer Experience #tdsusa @Mobile4Brands
  • 8. Welcome to TopHotels New York! Enjoy 2-for-1 cocktails in the lobby bar tonight from 5-8pm. 47% of consumers want discounts and last minute deals via mobile (EyeforTravel) Increase Revenue with Tailored Offers Guest desire to book added in-stay services outstrips hotels’ current provision (EyeforTravel) #tdsusa @Mobile4Brands
  • 9. Analyze mobile engagement strategy based on what delivery channels lead to response, redemption, two-way interaction or loyalty. Refine target audience based on which segments show interest; have highest response rate Measure Mobile Program Effectiveness #tdsusa @Mobile4Brands
  • 10. •Utilize mobile to enhance the travel experience at every step of journey –Mobile is the only channel to reach customer at every point in traveler journey –Apply mobile context to personalize engagement; maximize redemption •Deliver seamless, cross-channel communications in line with customer preferences •Optimize mobile engagement efforts by defining target audience; measuring mobile program effectiveness Summary #tdsusa @Mobile4Brands
  • 11. Todd Thayer VP Product Management todd.thayer@syniverse.com #tdsusa @Mobile4Brands Thank You