Consequences of hyperconnectivity in the 2020 horizon.
Contagious and CWT, a consulting firm, explore the implications of the growing presence of technology and hyperconnectivity throughout the travel process in the document "Innovation 2020", from which we offer a summary.
Over the next decade, the world's population will increase by more than 1 billion people and Amadeus predicts that, as a result, the global travel market will grow by 5.4% annually, 5.4%, ;Amadeus predicts that, as a result, the global travel market will grow at an annual rate of 5.4%, outpacing global GDP growth at an annual rate of 2%.China, with its emerging middle class, will soon surpass the United States
The world's burgeoning population will be “more“mobile” in more ways than one. The “Mobile Economy 2014” report by GSMA forecasts that by 2020 there will be 9.2 billion active mobile connections spread across 4.3 billion unique subscribers. Generally speaking, we can say that hyperconnectivity will be the norm.
As a result, digital interactions will dominate. Microsoft predicts that by 2020, 85% of all customer interactions will be conducted digitally and, hand in hand with digital growth, will come the expectation of personalization. Devices will become extensions of oneself and people will expect personalized offers and services.
If we combine the expandability of digital technology with the personalized advice that humans are capable of providing, business travel as we know it will have changed forever.
WHICH WAY?
Before the trip
- Contextualized service design: travelers will be permanently connected to agents and services thanks to their mobile devices and wi-fi connections.
- Multichannel booking: The line between traditional commerce, e-commerce and mobile commerce will disappear.
- Conscious consumption. Companies will be able to opt for environmentally friendly options thanks to the travel industry's advances in carbon footprint reduction.
- Systematic collaboration: As it becomes increasingly easy to access and share traveler data, seat selection will be smart.
- Personalization in detail: Integrated booking systems and traveler profiles will allow travel agencies to have a complete picture of the perfect trip.
During travel
- Integrated biotechnology: Biological identification and biotechnology will become commonplace and, increasingly, biological authentication will replace passwords and passports.
- Invisible security: Advances in monitoring and universal traveler databases will enable expanded fast-pass systems, benefiting business travelers who opt in.
- Smart digital wallets: As more banks, stores and transportation become increasingly digital, payment methods and wallets will accompany this process.
- Predictive planning: Connecting intelligent systems and algorithms will make making decisions on the fly easier than ever before.
- Always-on support: Thanks to universally available wi-fi connections, wireless connectivity and near 100% penetration of smart devices, people expect 24/7 service from agents and service providers.
After the trip
- Connected home/work/life: Business travelers will expect more and more aspects of their lives to be connected to each other and available at all times.
- Automatic recording of spending: Purchases will be carried out primarily digitally using smartphones rather than credit card or cash.
- Strategic loyalty partnerships: Travelers returning from their trip will be able to immediately benefit from accumulated loyalty points instead of having to wait for their next trip.
- Strategic loyalty partnerships.