I am just back from Dubai, having given a talk at the Arabian Travel Market on Latest Technology Trends. One thing I like to do now and then is to take a long view on where technology is heading and I am thinking, in particular, of what I call consumer access technology. This is electronic technology that provides communications and access to information and services.
A week or two ago Harriet Green, CEO of Thomas Cook, outlined her new strategy for the business. She said that, under the new strategy, British brands will be simplified to “five omni-channel B2C brands.” This struck a chord with me as 12 years ago, in 2001, I organised a conference for Travel Technology Initiative called ‘Firing on all Channels.’
Last week I was chairing Travel Technology Initiative’s Spring conference, Let’s Get Personal. It was about social media, personalisation and customer relationship management; all those good things that are so important to be doing well. There were some great presenters. They talked about how to do social media better, working with bloggers, the enormity of the mobile opportunity and so on. You can view the presentations on my website.
Big data can unlock significant value by making information more transparent and usable. As organisations create and store more transactional data in digital form, they can collect more accurate and detailed information to help make better management decisions. Big data allows ever-narrower segmentation of customers and therefore much more precisely tailored products or services.
Did you see the headline a week or so ago, “The £1bn digital boom?” In 2012 the value of downloads to home computers, smartphones and tablets rose 11.4% to £1.033 billion whilst physical sales of CDs, DVDs and computer games were down 17.6% on the previous year, as HMV and Blockbuster know only too well.