The Intelligent Mobile Experience

Todd Thayer VP Product Management

#tdsusa @Mobile4Brands

Mobile Transforming the Travel Industry

Mobile is the only channel that reaches customer at every point in travel journey

Syniverse’s Mobile Engagement

solution allowed a major hotel

brand to launch seamless cross-channel mobile

communications to its customers

around the globe.

#tdsusa @Mobile4Brands

Extend offers and information when the customer is most likely to purchase

Upgrade to Business Class?

52% of business travelers would consider purchasing in-flight amenities

if offers were sent to their mobile before boarding (FlightView)

The Travel Journey

Plan Purchase Departure Upsell (in-flight) Cross Sell Trip info/reminders

Trip Upsell (On-site) Cross Sell Notifications Destination Activities

Return Feedback & Rating Update travelers profile Tailored offers

Next Trip

#tdsusa @Mobile4Brands

Apply Mobile Context to Personalize Travel Experience

Apply user’s shared

information...

Location

Historical Mobile Usage

Age and Date of Birth

Gender

Marital Status

Loyalty Points

Purchase/Purchase Amt.

Device Type

Device and App Usage

Read Messages

...to deliver what they

want…

Offers & Deals

Reservation Updates

Ancillary Services

Loyalty Rewards

Customer Service

…when & how they want it.

SMS/MMS

Push Notification

Social

Passbook

E-mail

Voice

Allow travelers to curate their own

experience

Inte

grated ch

ann

els; o

ne

bran

d exp

erience

#tdsusa @Mobile4Brands

Top Airlines: 25% off drink tab for your flight tomorrow. Click here for more details

Enjoy 25% off in-flight drinks for tomorrow’s flight. Click here to accept & receive a code!

To: Camila Lanvin

From: Antigua Air

Camila,

Thanks for being a loyal customer- six flights in 6 months! Enjoy 25% off in-flight drinks for tomorrow’s flight from LGA to SFO. Sincerely, The Customer Service Team

Download our App for a chance to win a trip for two!

New Message from Antigua Air

NICKNAME

Jane’s Card

Antigua Air: Enjoy 25% off

your in-flight drinks tomorrow!

(LGA SFO)

Close OK

Camila

25% off in-flight drinks (LGA SFO) *Valid until 9/28

Antigua Air

Deliver Cross-Channel Communication United Airlines generated

1% ($25 million) of its $2.5 billion in annual ancillary revenue on

mobile phones. (Forrester)

#tdsusa @Mobile4Brands

See other Deals

20% OFF

cruises to the Bahamas

Travel Time Flash Deal: October

Book Now

Companies using gamification experience a

100% increase in page views, interactivity &

repeat visits. (hotelexecutive.com)

See other Deals

20% off cruises to the

Bahamas

Travel Time

Scratch off to reveal your October flash deal:

Shop Now

24 hours only!

Extend Offers to Fill Seats and Space

#tdsusa @Mobile4Brands

7

Antigua Air

Antigua Air We apologize for your

delayed flight. Click here to receive a $15 voucher to use

at any participating restaurant on Concourse D

Close OK

Raising customer retention by 5% can

increase profits by 25% (Bain & Company)

Improve the Customer Experience

#tdsusa @Mobile4Brands

Welcome to TopHotels New York!

Enjoy 2-for-1 cocktails in the lobby bar tonight

from 5-8pm.

47% of consumers want discounts and last minute deals via mobile (EyeforTravel)

Increase Revenue with Tailored Offers

Guest desire to book added in-stay services

outstrips hotels’ current provision (EyeforTravel)

#tdsusa @Mobile4Brands

Analyze mobile engagement strategy

based on what delivery channels lead to response, redemption, two-way

interaction or loyalty.

Refine target audience

based on which segments show interest; have highest

response rate

Measure Mobile Program Effectiveness

#tdsusa @Mobile4Brands

• Utilize mobile to enhance the travel experience at every step of journey

– Mobile is the only channel to reach customer at every point in traveler journey

– Apply mobile context to personalize engagement; maximize redemption

• Deliver seamless, cross-channel communications in line with customer preferences

• Optimize mobile engagement efforts by defining target audience; measuring mobile program effectiveness

Summary

#tdsusa @Mobile4Brands

Todd Thayer VP Product Management

todd.thayer@syniverse.com

#tdsusa @Mobile4Brands

Thank You