Real-timetravel in actionThe Accenture Connected Travel Platform

YOUR DIGITALCONCIERGEAWAITS

SPECIAL OFFER!

1500LOYALTY POINTS

PRIYA KHANNAYour stay

Friends on-property

Loyalty points spent

Requests in process

Join us for dinner and drinks this evening?

Sure thing. What time and where?

Sounds good to me.

8:30pm, hotel bar. We can change scene later on?

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REAL-TIME TRAVEL IN ACTION2

The travel industry is battling for mindshare. Connected customers have more choices, access and control than ever. Loyalty hangs in the balance. So do opportunities to grow the business and adapt to market changes as the industry moves to a new generation of travelers.

Leaders know how important it is to deliver made-just-for-me experiences that serve and delight. Owning the customer demands personalization and seamless digital experiences at every phase of the travel journey, no exceptions. Relying on stitched-together digital point solutions, the industry has struggled to find one consistent, comprehensive and open solution to do this. One that is available today, not in the future. Until now.

The Accenture Connected Travel Platform

… To quickly and easily carry out tasks that take them

away from their trip.

69% would like to use a smartphone to manage check-in/check-out from a

hotel. 59% would prefer to request room maintenance through their smartphone.

… Such as getting relevant recommendations.

59% would like hotels to provide them with tailored recommendations for off-property entertainment options.

… Using their own device.

53% prefer to use their own smartphone to interact with a hotel property during a stay.

They have high expectations that are growing...

52% anticipate personalized attention while staying at a hotel.

For millennials, that number is 62%.

Increasingly, travelers want to connect...

34% of people want to interact with hotels using a mobile device during their stay. For millennials,

that number is 38%.

Hotel guests are fickle.

Less than 10% claim complete loyalty to any one brand.

REAL-TIME TRAVEL IN ACTION 3

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DAILYTASKS &REMINDERS

Check-in to hotel

Arrange car parking

COMPLETED

REAL-TIME TRAVEL IN ACTION4

Holistic. Adaptive. Dynamic. The Accenture Connected Travel Platform unlocks the connected travel experience at hotels, airports, stations, cruise ships and casinos—any travel space. The open platform makes it easy to deliver next-level experiences that travelers crave. It can create breakthrough opportunities to reduce costs and drive incremental revenue gains.

The platform elegantly ties together spaces, physical equipment, on-property and vendor technologies—both legacy and new—and mobile devices. The focus is on experiences, not things. It’s about creating an open ecosystem that is seamless, more efficient and intelligent than point solutions can ever be. Brand managers and operators get new freedom to curate the customers’ experiences, whenever and however they want them. And because change is constant, the liquid platform scales and adapts easily so that travel and hospitality players are always ready to deliver customer travel experiences in real time.

Don’t Just Dream It. Do It!

REAL-TIME TRAVEL IN ACTION 5

Regardless of the travel journey, the Accenture Connected Travel Platform creates exciting new opportunities for travel providers to elevate the experience with breakthrough connectivity. Travel has never been so seamless, personalized or convenient. See for yourself.

Welcome To The Here And Now

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ELIZABETH

Change Preferences

Temperature Nights Earned23O 2

Dinner tonight at 8:30pm

REAL-TIME TRAVEL IN ACTION6

The Connected Travel Platform

ENABLE CHANNELSMobile, Web Kiosk, TVs, Signage, etc

STREAMLINEOPERATIONS

CURATEEXPERIENCES

ENTERPRISE INTEGRATIONProperty Management System, Airport Systems

VENDORENABLEMENT

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REAL-TIME TRAVEL IN ACTION 7

Meet the Garcia family — Carlos, Johan and their daughter AnaThey are leaving Minneapolis for a family beach resort on the Florida coast.

The Connected Dream Vacation

FAMILY FUNRESORTS

Traffic is bad. We recommend leaving in 10 min and an Uber is 8 min away. Shall we call it for you?

FREECHILDREN’S

MENUWITH EVERY

ADULT MENU

TO SECURITY GATE15 METERS

TO BOARDING GATE483 METERS

15 MIN till boarding

10 MIN walk to gate

AT HOMEBEFORE TRIP1

ARRIVAL AT DESTINATION AIRPORT3

HOME AIRPORT

HOME AIRPORT2 2

EN ROUTE TO RESORT4 HOTEL

LOBBY5

FAMILY FUNRESORTS

Remote Check-in?

Tonight, outdoor screening of

“Pitch Perfect”

NO YES

WELCOME JOHAN

FAMILY FUNRESORTS

CHECK-IN

Number of rooms

HELLO JOHANNumber of bags

5

1

TO WEST ELEVATOR2 METERS

FAMILY FUNRESORTS

HELLO JOHAN

Welcome to Family Fun ResortsROOM 11 is ready and right this way!

The Garcias are set to leave today but traffic is bad. An API links Uber to an event calendar, allowing Uber to advise the Garcia’s to leave for the airport earlier than planned.

Resort senses the Garcias arrival through indoor positioning technology. Recommendations engine provides the family with personalized options for entertainment.

Using indoor positioning technology the application knows that the family has arrived and automatically checks them in, based on the family’s set preferences. The family sets a pin that will unlock their hotel room door.

Indoor positioning technology helps calculate time to gate. The exact gate notification is originated from airport’s APIs.

The app provides navigation instructions to the fastest and closest security line and restaurant leveraging indoor positioning technology. This same technology enables the Garcias to receive special offers.

Folks, get ready! We need to leave early.

Carlos

Looks like the resort is ready for us! Ana, they have an outdoor screening of Pitch Perfect tonight!

Johan

Ok we’re all set when we get there. We got the room we requested!

Johan

Wow this place is big! How do we find our room?

Carlos

Glad we fit in time for a bite because it looks like we board in 15 minutes. The gate is 10 minutes away. Let’s get going!

Carlos

That was fast! Thank goodness because I’m hungry. Anywhere to eat?

Ana

The app is telling me we need to get to the west elevators. Looks like it’s right this way!

Johan

REAL-TIME TRAVEL IN ACTION8

Ana, dinner is here!

Johan

Ok, signed Ana up for horseback riding tomorrow. She’s going to love it!

Carlos

HOTEL ROOM

6

HOTEL ROOM66

NAVIGATION POOL POOL7 8 8

FAMILY FUNRESORTS

UNLOCKLOCK

HELLO ANA

Room Key Number

******

IN 63 METERSTURN LEFT

FAMILY FUNRESORTS

FAMILY FUNRESORTS

ORDER: GARCIAS

3 Burgers3 Fries3 Coke’s

ROOM SERVICE

Deliver to poolTable No. 16

EXTRA INFO

HOTEL ROOM6

FAMILY FUNRESORTS

HELLO CARLOS

POOL PARTYJOIN US FOR THE BEST

COMPLIMENTARY COUPONS

2 FREE DRINKS

1 KIDS DESSERT

FAMILY FUNRESORTS

HELLO CARLOS

3 Burgers3 Fries

3 Coke’sDeliver to PoolTable No. 16

ROOM SERVICE

FAMILY FUNRESORTS

00:03:26LUCY

BILL TO DATE

ROOM 11

397.68$BOOKED ACTIVITIES

HORSEBACK RIDING

The family opens the door with a PIN that they selected during mobile check-in.

Wayfinding services make it easy for the Garcias to find their table and “number”

The waiter receives a notification with the order that was placed indicating what the Garcias choose from the menu and their table number.

The application displays availability of activities and room number for consolidated billing.

Coupons for special offers are personalized based on attribution of the recommendation engine.

Concessions can be made depending on the profile or demand for particular services to incentivize online purchase and improve experience.

Presto! Ana, do you remember our PIN?

Carlos

Ok there is a pool party going on. If we head down now, we can cash in on some drinks and snacks.

Carlos

Snacks are great but what about dinner?

Johan

Got it!

Ana

Let’s go!

Ana

I’ll order some burgers for us to eat by the pool later.

Carlos

REAL-TIME TRAVEL IN ACTION 9

Meet the Chens — Elizabeth and EdwardThey are leaving Chicago for a European river cruise to celebrate their 50th wedding anniversary.

The Connected Luxury Cruise

An airport app informs Edward that their flight has been delayed. There is also a gate change and the app provides wayfinding to the new gate.

Meanwhile, on the ship… The lamp detects that the bulb has burned out and automatically sends a notification to maintenance.

Maintenance automatically receives the report on their tablet. A tracking feature alerts the supervisor that the task is completed.

When the Chens get to their cabin, they are greeted with a bottle of champagne and an anniversary card.

HOME AIRPORT1

CRUISE SHIP CABIN3

Smartphone based indoor positioning technology tracks the couple physical location for delivery.

HOMEAIRPORT1 ARRIVAL

AIRPORT

RFID tags on the Chens’ bags are integrated with the Platform to allow for smarter routing of bags and tracking.

2

O’HAREINTERNATIONALAIRPORT

FLIGHT AA23

90 MINUTES

GATE 4

TO GATE 482 METERS

O’HAREINTERNATIONALAIRPORT

HI ELIZABETH

2 Coffee’s2 Sandwiche’s

DELIVER TO GATE 4

SCHIPHOLAMSTERDAMAIRPORT

FLIGHT AA23

ON TIME

TO CAROUSEL 314 METERS

CAROUSEL 3

CRUISE SHIP CABIN3 CRUISE SHIP

CABIN3

Uh-oh – flight delayed. And they switched the gate. No worries, I can see the new gate is closer anyway.

Edward

Ok, might as well get grab a bite. I’ll have them deliver it to the new gate.

Elizabeth

Looks like the cruiseline picked up our bags. Can’t wait to board!

Edward

How nice!

Elizabeth

P&O CRUISES

LIGHT BULB

UNOCCUPIED

MAINTENANCE

CABIN 6

REAL-TIME TRAVEL IN ACTION10

HI ELIZABETH

P&O CRUISES

75oF

SET

UNOCCUPIEDCABIN 6

An offer for a romantic dinner comes through. The offer is personalized based on attribution of the recommendation engine.

Elizabeth accepts the massage – hot stone, her favorite, and they head out.

The wayfinding function on the cruise line’s app, helps the Chens make their way to the onboard spa.

After the Chens leave their room, the thermostat is controlled by events and integrated into energy management systems.

CRUISE SHIP CABIN3 CRUISE SHIP

CABIN3 CRUISE SHIP CABIN3

HI ELIZABETH

REDEEM COUPON

P&O CRUISES

COMPLIMENTARYHOT STONE

MASSAGE

HI EDWARD

P&O CRUISES

SLIGHT LEFT3 METERS

... AND they’ve given us a free massage to enjoy right now. I had one of these the last cruise we were on and LOVED IT!

Elizabeth

DECK DECK4 4

HI ELIZABETH

REDEEM OFFER

P&O CRUISES

30% OFFA ROMANTICMOONLIT DINNER

Should we do it?

Elizabeth

You’re only married for 50 years once! Let’s go for it!

Edward

It’s about a 5-minute walk, let’s go!

Edward

REAL-TIME TRAVEL IN ACTION 11

Meet Priya Khanna — a business travelerShe is leaving her home in the outskirts of London to attend a three-day conference in the city.

The Connected Business Trip

HOME1 OUTSIDECONFERENCE2

LOBBY OF CONFERENCEIN HOTEL3

After Priya registers for a conference and reserves her room, she is invited to download the conference app. The platform allows for integrated reservations and ticketing.

Using the mobile app that has reservations and ticketing capabilities, Priya quickly checks-in to the hotel virtually, requesting a deluxe room.

Priya’s event tickets are automatically linked to her account. The app offers her a preferred parking spot pass.

Priya notices someone left their briefcase behind. She snaps a picture and sends it through to security through the app.

During the late afternoon break, Priya gets an offer to pre-order dinner with a recommendation of a popular vegetarian meal, based on her preferences. She accepts the offer and requests delivery to her room.

On the day of the event, she uses the pass to park without a wait, and gets a spot right outside the conference center.

HOME 1

https://www.everydaycon

HOTEL RESERVED

DOWNLOAD OUR APP

CONFERENCE BOOKED

EVERYDAYCONFERENCES

HELLO PRIYA

ORDER

OUR RECOMMENDATIONGLOW BOWL MEAL

ROOM SERVICE

EVERYDAYCONFERENCES

NOTIFY SECURITY

EVERYDAYCONFERENCES

HELLO PRIYA

PARK

PARKING BAY A2

Ok, all set.

Priya

Awesome spot. Thank goodness because I’m running late!

Priya

EVERYDAYCONFERENCES

HELLO PRIYA

CONFERENCETICKET

PREFERREDPARKING SPOT

EVERYDAYCONFERENCES

HELLO PRIYA

CHECK-IN

Number of bags1

Room TypeDELUXE

LOBBY OF CONFERENCEIN HOTEL3 LOBBY OF CONFERENCE

IN HOTEL3

Uh-oh. Someone’s going to miss this case.

Priya

Ooo this “glow bowl” looks perfect.

Priya

REAL-TIME TRAVEL IN ACTION12

Hi Priya, we were just going to have a drink – care to join us?

Colleagues

What’ll it be, Priya?

Colleagues

HOTELROOM5 HOTEL

ROOM5

AT THE BAR WITH HER COLLEAGUES4LOBBY OF CONFERENCE

IN HOTEL3 LOBBY OF CONFERENCEIN HOTEL3

At the end of a long day, lighting devices using internet of things standards are controlled via a device gateway device with commands to the smart phone control lighting and other devices in the room.

Once Priya is done her spin class, she bumps into some colleagues who invite her to dinner. Priya uses the app to change the location of her pre-ordered food service delivery to the bar where her colleagues are.

Priya arrives at the bar and receives an offer for a post work-out smoothie, and redeems loyalty points for the drink.

EVERYDAYCONFERENCES

HELLO PRIYA

REDEEM OFFER

FIT GYMGUEST PASS

EVERYDAYCONFERENCES

HELLO PRIYA

UPDATE ORDER

ROOM SERVICEROOMBAR

EVERYDAYCONFERENCES

HELLO PRIYA

SET

OFF ON

Priya gets a notification asking if she wants a guest pass at the boutique gym across the street. The offer is personalized based on attribution of the recommendation engine. Connected through an API, Priya makes her reservation right from the app.

EVERYDAYCONFERENCES

HELLO PRIYA

REDEEM

POINTS BALANCE382

KALE & PINEAPPLESMOOTHIEUSE 32 POINTS

Great, time for a quick spin before dinner!

Priya

Sure. I’ll just clean up and be right back.

Priya

Kale and pineapple smoothie already on its way!

Priya

REAL-TIME TRAVEL IN ACTION 13

What are the outcomes?

Engagement More personalized services in support of a unified travel experience that builds brand preference and loyalty

Connectivity Interaction with travel spaces through digitization and Internet of Things

Curation No dependence on complex IT requests to deliver top-notch experiences

Efficiency New workforce, operational and maintenance efficiency with reduced costs

Security Legislatively compliant and secure for personal information and payments

Ecosystem Easier integration with partners to provide richer travel experiences

Brand Improved customer satisfaction, brand consistency and brand loyalty

Revenue New ways to grow ancillary revenue and intent to recommend

What’s different?

One open ecosystem Open system makes it easy to create and integrate new experiences

Lower cost Lower cost of integration than point solutions

Speed to market Faster, cheaper, smarter alternative to individual point solutions

Seamless management One source of trusted, consistent support

Scale on demand Easily and rapidly scalable across brands and geographies

Intelligence Consistent standards and analytics tied to the industry

Innovation Ability to test on demand to stay ahead of changing demands

Flexibility Different brands can have individual control while part of corporate standard

Tuned to travel Built specifically for the travel and hospitality industry

Why Accenture?

Big picture solutions Only company with an end-to-end approach for outcomes

Digital trailblazer Accenture Interactive is the largest and fast growing digital agency

Skilled professionals Passionate people with deep industry experience

Partner network Relationships with vendors at the forefront of the customer experience

Innovation obsession On the frontlines of innovation, sparking new ideas and creativity

Value, value, value Laser focus on exceeding expectations for return on investment

The Accenture Connected Travel Platform At A Glance

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ABOUT ACCENTURE

Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions—underpinned by the world’s largest delivery network— Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With more than 375,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com.

REAL-TIME TRAVEL IN ACTION 15

For more informationRajeev KaulManaging Director and Connected Travel leadAccenture Technologyrajeev.k.kaul@accenture.com

Kevin CarlManaging Director and digital leadAccenture Travelkevin.l.carl@accenture.com

Jay HedleyManaging Director global practice lead Connected SpacesAccenture Mobilityjay.e.hedley@accenture.com

Margo Gorra-StockmanSenior PrincipalAccenture Travelmargo.gorra-stockman@accenture.com

Fabien PapleuxSenior Manager and Connected Travel Chief ArchitectAccenture Technologyfabien.papleux@accenture.com

About AccentureAccenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions—underpinned by the world’s largest delivery network—Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With more than 375,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com.

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