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The Race to Real-time Travel: Becoming a Living Business

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The Race to Real-time Travel: Becoming a Living Business

  1. 1. Copyright © 2017 Accenture All rights reserved. THE RACE TO REAL-TIME TRAVELBECOMING A LIVING BUSINESS
  2. 2. Copyright © 2017 Accenture All rights reserved. 2 GROWTH IN THE TRAVEL INDUSTRY IS ELUSIVE AND INCREASINGLY HARDER TO ACHIEVE Continued disruption from industry “ants” and “wolves” challenges traditional players v v ANTS Low Cost Carrier growth is 18-22% across regions vs, full service carrier growth 4-12% *Accenture Strat Study WOLVES Google’s Travel Business already twice the size of Expedia’s AirBnB valuation at $31B
  3. 3. Copyright © 2017 Accenture All rights reserved. 3 18% 6% 7% 2% 3% 64% 31% 25 CEOs 8 Chief Strategy Officers 9 Chief Customer Officer 4 Chief Marketing officers 3 Chief Sales Officers 88 Other Travel leaders reporting directly to C-level TOTAL RESPONSE YIELD: 137 PARTICIPANTS • Director/Manager of Customer Service/Customer Experience/Account Management • Director/Manager of Marketing • Director/Manager of Operations • Senior Vice President (SVP)/Vice President of Marketing • SVP of Customer Service/ Customer experience • SVP/VP of Operations • SVP/VP of Sales • Director/Manager of Sales • Business Unit Lead TRAVEL LEADERS DIRECTLY REPORTING TO C- LEVEL: THE FOLLOWING GEOS WERE REPRESENTED: • Australia • Canada • China • France • Germany • India • Italy • Spain • Switzerland • UK • US • Other WE SURVEYED 128 TRAVEL COMPANIES A SURVEY FIELDED AUGUST 2017 TARGETED SENIOR EXECUTIVES WITH PORTFOLIOS THAT INCLUDE CUSTOMER EXPERIENCE Airlines Hospitality Travel Services INDUSTRIES REPRESENTED 44 47 38 *Note: Hospitality includes Cruise Lines and Casinos Travel services includes Car Rental and OTA’s
  4. 4. Copyright © 2017 Accenture All rights reserved. 4 GROWTH IS ELUSIVE, MUCH HARDER TO ACHIEVE. C-Suite Leaders Believe More than Others that Past Approaches Fail PRESSURE IS ON TO FIND NEW APPROACHES Business reinvention is required to be successful in today’s context Travel C-suite and other travel leaders disagree… 91% 65% OTHER LEADERS TRAVEL C-SUITE
  5. 5. Copyright © 2017 Accenture All rights reserved. TO BE HYPER-RELEVANT, COMPANIES MUST EMBED VITALITY – THE HALLMARK OFALIVING BUSINESS 5 Five Capabilities Enabling Vitality Sustain Infuse a mindset that keeps customers at the core Living Business Target Balance core and disruptive growth initiatives Connect Plug into a broader set of ecosystem partners Design Develop products & services as hyper-relevant platforms Build/Iterate Prototype and scale new and innovative experiences

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