"90% of worldwide users prefer messaging as channel of interactional communication with businesses."
In the travel business, the proportion of searches conducted on a smartphone has soared, rising between 27% and 56% a year between 2014 and 2017 depending on the subsector. (McKinsey, 2018)
Already, some 50% of revenues from passenger air travel in Europe derive from online bookings. (McKinsey, 2018)
Only 23% of leisure travelers are confident they can find all of the same hotel and flight information on their smartphone that they can on their desktop. In other words: travel/ hotel sites might not optimized for mobile usage. (Google, 2016)
Messaging is the most used channel of communication for private information exchange. Consequently Facebook Messenger, Line, Whatsapp or WeChat are experiencing a high flow of rich-data user interactions. As a most-loved communication pattern, messaging has also entered the business world. As a new channel for B2C and B2B there are new capabilities for businesses. But is it really the channel itself what will revolutionize B2C interaction? Or is it the technology that will enable better and more customer-centric approaches for communication and business processes? It appears that what matters is switching to the channel that is relevant to the customer - at any given time. Our hypothesis: With the right technology the channel becomes irrelevant and can shift to messaging or even to voice.
September 18 + 19, 2018, 11:00 am to 12:00 pm
52% of travelers with smartphones said they’d switch sites or apps because it takes too long to load. (Google, 2016)
Over one in three mobile travelers who have research travel on a smartphone, then called to book or to get more information - here call centers are the most common way of getting more information (Google, 2016).
85% of leisure travelers decide on activities only after having arrived at the destination (Google, 2016).
„What do you think about the travel industry 4.0? Let's talk about it at Travel Expo 2018. I look forward to exciting dialogues and discussions!“
(Svante Lietzke, Mesaic Technology GmbH)
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