IBM旅游业的数字化变革英文2019919页

1GroupName/DOCID/MonthXX,2019/©2019IBMCorporation©[e-mail]ector,Travel&TransportationIndustries,IBMTransformingTravelinaworldofMobile,DataandAITravelDailyConference–August28-29,2019@deekwaddellMorethanhalfofthenamesofcompaniesontheFortune500havedisappearedsincetheyear2000MorethanhalfofthenamesofcompaniesontheFortune500havedisappearedsincetheyear2000©2019IBMCorporation@deekwaddell4IBMIndustryAcademyIBMInstituteforBusinessValueIBMResearchTravel-specificforcesarealreadyshapingtheindustryDisruptiveforcesGlobalizationoflow-costprovidersLow-costairlinesaccountedfor28%ofallairpassengertrafficin2016,exceedingabillionpassengersforthefirsttime7Travelsafetyandsecuritydisruptions45%ofoutboundtravelersareworriedaboutterrorthreatsandnearlytwo-thirdssaytheywillswitchtoadestinationtheyperceiveassafe8Experience-driventravelTripAdvisor’snon-hotelsegment–vacationrentals,restaurantsandattractions–grew35%inthethirdquarterof2016to$101M9SubstitutionBetween2017and2021shipmentsofVRdevicesareexpectedtogrowbyover400%,withsomeofthemfindingtheirwayintothehandsoftravelers10Multi-modaltravelenablementInJuly2017,WaynautandOctravesTechnologyannouncedapartnershiptolaunchmultimodalsearchandbooking11LegacydisruptionunderthreatWindingTreeisbuildingapublicblockchainforthetravelindustry;itwouldmakenoprofitontransactionsanddistributiononitsplatform12©2019IBMCorporation@deekwaddell©2019IBMCorporation4September20195IBMIndustryAcademyIBMInstituteforBusinessValueIBMResearchMasterlevelgridMobile•Becomestheprimaryinteractionchannel•EmpowersfrontlinestaffwithinsightsBlockchain•Promisestoimproveidentitymanagementanddistribution•EnablestransformationalbusinessmodelinnovationsArtificialIntelligence•Servesastheenginefortravelpersonalization•Identifiesbusiness-criticaloperationalimprovementsCloud•Enablestravelcompaniestomovebeyondlegacy•Deliverscost-effectiveinnovationquicklyAPIs/Microservices•Enablestravelpartnerstocollaborateautomatically•OpenstheindustrytoexternalinnovationsInternetofThings•Equipsphysicalassetswithdigitaldata•OptimizesexistingoperationalprocessesDigitaltechnologyisredefiningpossibilitiesinthetravelindustry…Disruptiveforces©2019IBMCorporation@deekwaddell…andemergingdigitalbusinessmodelsandcapabilitiesaredrivingconvergenceandindustry-basedplatforms.6Implications–T&TcompaniesarefeelingshiftofpowertocustomerswithsharingeconomyandeCommerce–Industryconvergencehashighriskofdisruptionyetsignificantopportunities–Thespecific-formofaplatformmodelisunclear,butitseventualemergenceiscertainImpactLowMediumHighLowMediumHighUncertaintySharingEconomy&CustomerEmpowermentIndustryConvergencePlatformModelWorld’slargesttransportationcompanyownsnovehiclesWorld’slargestaccommodationsproviderownsnorealestateWorld’smostvaluableretailerhasnoinventory©2019IBMCorporation@deekwaddellCloudBasedPickandMixComponentsMadeforMobileRootedinDesignThinking&UserExperienceCognitive/AIatCoreIBMTravelPlatformRetail-Operations-MaintenanceAnopenplatformthatworkswithyourexistingsystemsandtools©2019IBMCorporation@deekwaddell©2019IBMCorporation@deekwaddellDigitizationAutomationData&AICollaborationEmployeeEmpowermentLearningCulture|IBMCONFIDENTIALTRAVEL&TRANSPORTATIONAviationMobileFirstPortfolio9©2019IBMCorporation@deekwaddellPassengerCareCheckin,IRROPshandling,ancillarysaleManageTurnBelowthewingturnoperationsManageGatesTurnmanagementmultiplegatesRapidBoardMobileboarding,doccheck&analyticsPassenger+Dayofflightinfow/paxinfo&reportingAncillarySalesOnboardsalesw/paxanalyticsPlanFlightDiscretionaryfuelplanning&analyticsFlyNOWDayofflightinfow/flightbrief&manualsRosterCrewschedule&certificationnotificationsAssignTechEngineerallocation&turnstatusmgmtInspect&TurnTask&workorderinfo&reportingCustomerServiceAgentFlightAttendantPilotLineMaint.GroundOperationsCabinCareOnboardCabinDefectReportingTaskAllocationManagereviewandapprovalsoforders(FIN)GateCareReportonincidentordefect(FIN)TurnAroundManagerCollaborationonaircraftturnprocess(LH)DutyPlanManageflightdutyassignment(LH)TurnAroundManagerCollaborationonaircraftturnprocess(LH)DutyPlanManageflightdutyassignment(LH)DefectReportReportdefectfound(FIN)TurnAroundManagerCollaborationonaircraftturnprocess(LH)RampAgentBaggageloadassistapp(LH)TeamMemberCompaniontoManageTurn(KLM)…PlannedExtensions©2019IBMCorporationWhenpeople,technologyanddataworktogetherinharmony,wecanTransform@deekwaddellIBMTravelPlatform/©2017IBMCorporation11©2019IBMCorporation@deekwaddellWorld'sLeadingAITravelTechnologyProvider2018USpatents-GrantedorPendingLeadershipinCognitiveandAIinTravel|IBMCONFIDENTIALTRAVEL&TRANSPORTATIONVirtualAgentsandChatbotsusingAILeverageIBMWatsonandotherservices(e.g.languagetranslation,toneanalyzer)tobuildanaturalconversationaladvisorthatenablescustomersoremployeeswithexpertiseandinstantaccesstobest-fitinformationAutomatewithWatsonUnderstand,interpret,andimproveEnableemployeeswithknowledgePullininternaldocumentationsuchasIT,HR,Maintenance,CallCenterFAQ’s,oranyothervaluableinformationanduseexpertstocurateEnable