Five ways to delight travelers with personalization

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An Infosys study found that eight out of ten consumers feel personalized marketing has influenced a purchase, so personalization should be top of mind for travel marketers. In this Tnooz-Boxever FREE TLearn webcast, you will learn about five ways you can use personalization right now to not only increase conversion but also delight your travel customers. We’ll examine examples across channels – from display to website to email – and illustrate how leading airlines and OTAs have put this into practice already for their guests. Join Boxever’s experts as they share how CRM, customer intelligence and personalized marketing are transforming the travel industry. Presenters for the FREE TLearn webcast are: David O'Flanagan, CEO, Boxever Ruadhan Barry, senior product manager, Boxever Kevin May, editor and moderator, Tnooz Gene Quinn, CEO and producer, Tnooz This TLearn webinar took place on Tuesday 14 October 2014

Travel

Your hosts
Kevin May
Editor & moderator
Gene Quinn
CEO & producer

Your presenters
David O’Flanagan
CEO
Boxever
Ruadhan Barry
Sr. Product Manager
Boxever

5 Ways to
Delight Travelers
with Personalization

Today’s Presenters
Dave O’Flanagan
CEO & Co-founder
Ruadhán Barry
Sr. Product Manager
www.boxever.com

8 in 10 consumerssay that
personalized marketing
has some impact on their
decision to purchase

Businesses that are
currently
personalizing web
experiences are
seeing a 19% sales
increase

Unveiling Pope Benedict
The Passenger
has gone digital
mobile &
social
Unveiling Pope Francis
World Has Changed
• Travellers have Evolved
• Mobile & Connected
• Expect Real-time & Personal
• iPhones or Facebook did not
exist in 2005
• Big Data is a Reality
• Multi-channel
• Multi-device
• Lots of Data!

Who is Boxever?
Big Data & Personalization for Travel
3 Key Functions
- Capture
- Gain Insight
- Act on outcome
3 Key Benefits
- Lower acquisition cost
- Improve conversion
- Increase retention
ACT
INSIGHT
CAPTURE
www.boxever.com

Single Customer View
Cornerstone of True Omnichannel Personalization
Customer
360°
CRS/
Transactions
Mobile
(Behavioral)
Web UI
(Behavioral)
Support Loyalty
Social
(Twitter/FB)
Demograhics
(Experian, etc)
1st Party
Data
3rd Party
Data
www.boxever.com

What’s in a Decision?
Customer
Context
Product/Content
Unique Experience
Travel Products
• Flights
• Hotels
External Content
• Destination Info
• Weather
Real-time Access
• Dynamic pricing
• Volatile availability
Trip/Search Context
• Business vs Leisure
• Sun vs City
Location Context
• Home vs Airport
Lifecycle Context
• Inspire vs Bought
www.boxever.com

Boxever Maturity Model
Mass
Merchandising
Macro
Segmentation
Personalization
Micro
1-1
Segmentation
Unique, optimized offer
based on individual
behaviors.
Sophistication/
Capability
Customer
Value
Tailored based on market,
origin, destination, etc.
Segments based on
lifestyle or RFM
strategies
Targeted segments based
on similar behavior
www.boxever.com

Intelligent Customer Lifecycle & Customer
Experience Management
Inspire Research Book Prepare
Loyalty Share Destination In flight Depart
www.boxever.com

1. Lifecycle Marketing
Hi Ruadhan,
Your trip to Paris is coming up in a month. Here are
some recommendations for great hotels for you in
Paris.
Personalized Imagery
Personalized Copy
Relevant Product
Recommendations
www.boxever.com

2. Website
Dynamic imagery
Dynamic copy
Recent Memory
Inspiration
www.boxever.com

3. Abandoned Cart Email
Personalized Imagery
Personalized Copy
Single Click to
booking path
Abandon Cart Example
www.boxever.com

5. Call Center
Recommend next best action
Personalized recommendations Exposes customer history to service rep
www.boxever.com

On average,
loyal customers
are worth up to
10 times as much
as their first purchase

Thank you!
Send your questions and comments to
kevin@tnooz.com
Replay and presentation of webinar will be available on
www.tnooz.com

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Five ways to delight travelers with personalization

1. 5 Ways to Delight Travelers with Personalization TLearn webinar 14 October 2014

2. Your hosts Kevin May Editor & moderator Gene Quinn CEO & producer

3. Your presenters David O’Flanagan CEO Boxever Ruadhan Barry Sr. Product Manager Boxever

4. 5 Ways to Delight Travelers with Personalization

5. Today’s Presenters Dave O’Flanagan CEO & Co-founder Ruadhán Barry Sr. Product Manager www.boxever.com

6. What Is Personalization?

7. 8 in 10 consumerssay that personalized marketing has some impact on their decision to purchase

8. Businesses that are currently personalizing web experiences are seeing a 19% sales increase

9. Unveiling Pope Benedict The Passenger has gone digital mobile & social Unveiling Pope Francis World Has Changed • Travellers have Evolved • Mobile & Connected • Expect Real-time & Personal • iPhones or Facebook did not exist in 2005 • Big Data is a Reality • Multi-channel • Multi-device • Lots of Data!

10. Who is Boxever? Big Data & Personalization for Travel 3 Key Functions - Capture - Gain Insight - Act on outcome 3 Key Benefits - Lower acquisition cost - Improve conversion - Increase retention ACT INSIGHT CAPTURE www.boxever.com

11. Single Customer View Cornerstone of True Omnichannel Personalization Customer 360° CRS/ Transactions Mobile (Behavioral) Web UI (Behavioral) Support Loyalty Social (Twitter/FB) Demograhics (Experian, etc) 1st Party Data 3rd Party Data www.boxever.com

12. What’s in a Decision? Customer Context Product/Content Unique Experience Travel Products • Flights • Hotels External Content • Destination Info • Weather Real-time Access • Dynamic pricing • Volatile availability Trip/Search Context • Business vs Leisure • Sun vs City Location Context • Home vs Airport Lifecycle Context • Inspire vs Bought www.boxever.com

13. Boxever Maturity Model Mass Merchandising Macro Segmentation Personalization Micro 1-1 Segmentation Unique, optimized offer based on individual behaviors. Sophistication/ Capability Customer Value Tailored based on market, origin, destination, etc. Segments based on lifestyle or RFM strategies Targeted segments based on similar behavior www.boxever.com

14. 5 Ways to Delight Travelers with Personalization

15. Intelligent Customer Lifecycle & Customer Experience Management Inspire Research Book Prepare Loyalty Share Destination In flight Depart www.boxever.com

16. 1. Lifecycle Marketing Hi Ruadhan, Your trip to Paris is coming up in a month. Here are some recommendations for great hotels for you in Paris. Personalized Imagery Personalized Copy Relevant Product Recommendations www.boxever.com

17. 2. Website Dynamic imagery Dynamic copy Recent Memory Inspiration www.boxever.com

18. 3. Abandoned Cart Email Personalized Imagery Personalized Copy Single Click to booking path Abandon Cart Example www.boxever.com

19. 4. Mobile Push www.boxever.com

20. 4. Mobile Push www.boxever.com

21. 5. Call Center Recommend next best action Personalized recommendations Exposes customer history to service rep www.boxever.com

22. 6. In Cabin www.boxever.com

23. On average, loyal customers are worth up to 10 times as much as their first purchase

24. Thank You @Boxever www.boxever.com

25. Thank you! Send your questions and comments to kevin@tnooz.com Replay and presentation of webinar will be available on www.tnooz.com

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