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Travel and Aviation Marketing Automation and Omnichannel Travel

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Accelerate Digitization in Travel and Aviation by providing omni-channel customer experience using Predictive Analytics, Marketing Automation, Api Management. – PowerPoint PPT presentation

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Title: Travel and Aviation Marketing Automation and Omnichannel Travel


1
Omni-Channel DigitizationMarketing Automation
Platform
2
Agenda
3
Current Trends in Travel
4
Booking Through Various Channels
Source http//www.webintravel.com/2-3-hong-kong-t
ravellers-use-multi-devices-book-flights/
5
Role of Omni-channels in Ticket Booking
Source http//www.webintravel.com/2-3-hong-kong-t
ravellers-use-multi-devices-book-flights/
6
Digital Travel Sales Growth
7
Conversion Rates for Real-time Offers
8
Digitization Trends in Travel
Source http//www.e3.co.uk//media/files/pdfs/tra
vel_trends_whitepaper_2015.ashx
9
Omni-Channel Marketing in Travel
10
Use Cases in Travel/Aviation
11
General
  • Omni-channel engagement across Mobile, Web,
    Social etc.
  • Deep Analytics and making the Big Data actionable
  • Tracking user behavior across channels and taking
    action either on demand or campaign based
  • Identify which channel is more effective Web,
    Mobile
  • Integrating offline, legacy, transaction data
    with data generated through new age devices to
    launch new use cases and campaigns
  • Launch new use cases and campaigns in days
    weeks
  • Ability for Business/Marketing team to launch
    campaigns without having any dependency on
    Development team
  • Monitor effectiveness of campaigns

12
Gamification
  • People mostly travel with their
    family/friends/colleagues, maintain buddy lists
    and notify the users when their buddy/relative
    lands or on successful flight take off
  • Give badges to frequent flyers such as
    globetrotter, nomad, explorer based on their
    number of flights taken
  • Badges could also be given based on the
    destinations, for instance give the badge called
    Vasco da Gama if a customer visits all the places
    Vasco da Gama has been
  • Give traditional makeover to the avatars of the
    customers as they travel to new states or
    countries
  • Enable gifting of tickets/packages to loved ones
    or colleagues/employees as rewards
  • Social leaderboards could be created collectively
    based on the number of flights taken and the
    number of badges achieved

13
Engagement
  • Suggest users for flights based on their history,
    bookings and interests
  • Notify users about their boarding time or when
    the check-in is about to close
  • Enable users to ask and get status of flights
    through Twitter
  • Automated notifications offering add-on services,
    last minute class upgrade offers
  • Location based notifications whenever a new
    flight starts on the home route of users
  • Collect surveys from the customers post their
    journey
  • Launch campaigns offering attractive deals on
    food choices prior to boarding

14
Prediction Analysis
  • Decrease financial turbulence, keep an eye on
    travel trends and take pre-emptive actions to
    keep things under control
  • Analyze the behavior, type of flight taken, kind
    of places visited and predict the next travel
    period of the customers to target them with
    tailored offers
  • Get repeat business by suggesting new places to
    visit, personalized packages according to their
    expenditure bracket with predictions

15
Partner Integration
  • Expose your protected resources as APIs to be
    consumed by internal apps and partner apps
  • Manage employee training lifecycle and keep track
    of all the important metrics
  • Foster relationships with yours partners by
    allowing them to have a secure access to a
    holistic view of the information such as
    bookings, traveler data, ticket price trends,
    seasonal demand and the type of inquiries among
    other things

16
ShepHertz App42 Platform Overview
17
Why ShepHertz
  • - One Stop solution
  • Omni-channel Platform Supports 18 Native
    Platforms
  • Big Data - Leverage Real time data generated by
    New age devices as well offline
  • Time To Market - Launch use cases in hours than
    in weeks
  • End-to-End Solution - Single provider which
    offers you all the services with committed SLAs
    and transparent/predictable pricing
  • API driven so existing investments does not get
    wasted.
  • Dependency of CMOs, Marketing Product Heads on
    Tech is removed
  • Expose protected resources as APIs To Partner
    Apps and systems
  • Deployment Model Public, Dedicated, Hybrid
    OnPremise

18
(No Transcript)
19
Continual Transformation Environment to build
Omni-Channel Apps
Launch Use Cases Campaigns on Omni-Channels
Mobile, Web, Social, IoT, Wearables, TV,
Kiosks/ATMs
Backend API Services
Gamification
Automation Actionable BigData
Integrate with other Apps by Exposing APIs
Big Data
App Behavior
Legacy Apps
Real Time
Offline
Transactional
External Apps
Unstructured
20
Challenges Constraints
Need to interface with multiple Cloud Service
providers
In context seamless transition of consumers
across Omni- channels
Leveraging BigData - User Acquisition, Retention,
Engagement Conversion
Leverages Compliments their legacy applications
Ever increasing customer expectation Expects
new services in weeks
21
App42 Cloud API - Services
22
Actionable BigData- Everything you need to grow
your App
23
App42 API Gateway Comprehensive API Management
24
Verticals
25
Server Locations
26
ShepHertz App42 Platform Deep Dive
27
App42 Cloud Ecosystem
800 APIs 30 Cloud Services
Actionable BigData
Realtime Messaging System
API Management
IaaS Providers IBM, vCloud Air, AWS, Azure
Hybrid
Enterprise OnPremise
28
Real-time Actionable Analytics
29
App42 Actionable Analytics
30
App Engagement and Retention
e.g. - Trigger In-App Message if a User stays on
a page for more than 30 seconds
31
Behavioural Segmentation
e.g. - Users of Age 25 from New Jersey who
started the App today but did not make a purchase
Advanced Segmentation based on Multiple Events
and User Properties
32
Event Based Achievements
  • Create achievements based on certain events to
    increase user recognition and easy engagement
  • Assign badges as soon as users do those events
  • Get to be creative in the badge design and names

33
Session Event Tracking
APP SESSION
DROP-OFF POINTS
EXIT POINT
ENTRY POINT
Send information on DEALS
Send RECOMMENDATIONS
Send information on OFFER S
Engaging the user during these in-session drop
off points based on real-time analytics
(Enhancing in-app Personalization)
Engaging the user at the exit point based on his
current session activity
Engaging the user at the entry point (can be
based on past session)
34
Campaigns
  • Run Ad Campaigns
  • Set Real time In-App triggers to boost Conversion
  • Run Retention Campaigns
  • Schedule highly targeted Push Notifications
  • Run Chain Campaigns to progressively bring Users
    down the Sales Funnel

To run chain campaigns
  • Another Event
  • A/B Test
  • Custom Code
  • URL

35
Dashboard
  • Comprehensive Dashboard
  • Customizable
  • Daily Metrics Mails
  • Deep dive based on interest

36
Omni-Channel Dashboard
  • Real-time App Installs
  • Current Active Users
  • Average Session Time
  • Total current events

37
Web Push Notifications
  • Ability to Add Channels The greatest thing about
    triggering the opt-in box to the user to click on
    allow or block is that you can enable them to
    choose the channels they would like to subscribe
    to instead of opting for all the notifications.
  • User Segmentation In addition to enabling the
    users to choose channels, you can also segment
    them according to their demographics, behavior,
    activities, device type, etc. This further
    enhances your targeting and increases the
    conversion of your push messages up to 75.
  • Push Automation It is difficult to send out web
    push manually every time your user does any
    desired event. With the ability of marketing
    automation tools, you can create events that you
    consider are important and you may go ahead and
    create campaigns based on those events. 

38
Unified Notifications
  • Target customers based on User Behavior, Events
    Properties, Offline Data
  • Rich Notifications
  • Classification of users Predictive
  • Schedule
  • Campaign Based
  • Personalized
  • A/B Test
  • Geo Target/ Geo Fencing
  • Configure Badge Sound

39
Push Geo-Targeting Campaign Management
  • Push Campaign for Geo Targeting
  • Interactive map for selecting the users in a
    particular location
  • Select Country, State, City to send targeted push
  • Getting Geo location of various users and then
    segmenting them to send targeted Push messages
  • Campaigns can be built for automated targeting to
    the users on the specific geo locations

40
Push Geo-Fencing Campaign Management
  • Push Campaign for Geo Fencing
  • Interactive map to select the multiple Geo Fences
  • A fence can be as small as 50 meters (Close to
    SBI Banks or ATMs)
  • Users can be targeted based on following cases
  • Entering the fenced area
  • Exiting the fenced area
  • Dwelling inside the fenced area

41
Define Multi-level Segmentation
42
Insights Active Users (DAU, WAU, MAU) Set Goals
Get trigger mail
43
Insights - Funnel Analysis
  • Create user flows - track drop off points
    Target
  • Get accurate analysis of the screens where users
    mostly lose interest
  • Create specific campaigns to target them to move
    them further into the funnel for increased
    conversions

44
Insights - Cohort Analytics Retention Marketing
  • Track returning users with smart cohort analytics
  • Analyze the days having majority of non-returning
    users
  • Monitor the activities accordingly
  • Plan personalized campaigns to bring them before
    they churn

45
Insights Avg. Session
46
Insights Installs Un-Installs
47
Campaign Push, InApp, Survey, Social Post,
Email, Virality, Lead Generation
48
Campaign - Push
  • Event based rich push notifications (include
    HTML, images, sound and badges, videos)
  • Geo-target people with location based push
    notifications
  • Create unlimited geo-fences across the world and
    run campaigns on people entering, exiting or
    dwelling for sometime in the fence
  • Run experiments on your push notifications with
    A/B/n testing to try out different copies, CTAs
    and graphics to see which one works best

49
In-app referrals
  • Implement growth hack in-app referral campaigns
    without any coding effort
  • Choose among multiple sharing platforms
  • Target users based on different segments to boost
    user acquisition

50
On Demand Targeting
51
Effectiveness Compare Campaigns
52
Predictive Analytics
Supports Classification, Regression, Anomaly
Detection, Clustering
  • Features
  • Increase Conversion, reduce Churn
  • Define your Churn/Convert condition
  • Bucket your customers into High, Medium or Low
    likelihood of Churn/Conversion
  • Know your bucketed customers related activities
     
  • Know your bucketed customers related user
    attributes
  • Take preventive action on bucketed segments to
    reduce churn or increase conversion
  • Identify Problem Areas
  • Retain customer loyalty

Predict
Analyze
Target
  • Define your Churn/Convert condition
  •  Get the users likelihood of Churn or Convert
  •  Know the reason of Churn or Conversion by
    looking at similar customers related activities
  • Know the type of customers who are churning or
    converting by looking at similar customers
    attributes
  • Target the segments by taking appropriate actions
  • Send Push notifications, In-App Campaign or take
    other actions to reduce churn or increase
    conversion

53
Prediction Analysis
54
Remarketing - Facebook
Added to custom list based on in-app actions
User interacts with your app/web
Sees Remarketing ad on Facebook offering benefits
and suggestions
User leaves
Banner prompts that user to return to your app/web
Completes the activities or takes further actions
55
Remarketing
56
Thank You
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