Destination 2.0: Digital Travellers & the Destination Oman - Engaging

travellers in an "Always-On" Culture

Martin Kubler FIHCEO – Iconsulthotels

Hospitality, Tourism, & Service Industries Consulting | Innovation Specialist, Writer, Trainer

www.iconsulthotels.com

How today’s destination,

hospitality, and tourism

management operations must

change to cater to tomorrow’s

travellers…

• Passive Consumption

• One-Way Communication

• One Thing at a Time

• Sharing & Interacting

• Multi-Way Communication

• Everything at the Same Time

Mobile

Faster

Connected

Connected

• “Always on”

• Impacts entire tourism/traveler lifecycle

• What’s the trade-off?

• Value rather than gimmicks?

• The end of the fruit

basket

• Smart Luxury

• Useful or

overwhelming?

Yesterday Today

“Destinations are what they say they are”

“Destinations are what people say they are”

Full Control Loss of Control

One Size Fits All Tailor-Made / Customized

Marketing Department We’re all in marketing now!

Not enough data Too much data?

Not all travellers are created equal…

• Average does not create ripples

• Influencers like authenticity

• Our structures need to change

• Numbers only matter if they add up correctly