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Market Views
Travel, Transport & Hospitality
Market Views

## Highlights

- Connected vehicles key for traffic data collection
- Smart Cities will include billions of things by 2020
- 90% of world’s data created in the last 2 years
- More people live in the city than outside
- Car-sharing membership growing at CAGR of 19.9%
- Smart railways market growing at 20.8% to 2020
- Intelligent transportation systems market $38.68bn by 2020
- 37% of corporate revenue from digital channels by 2020

## Digital Journey

CUSTOMER EXPERIENCE
  Modern technologies should make travelling easy: the journey effortless, visit straightforward and information needed timely and accessible. But operators are still striving for the illusive single view of the customer needed to provide the consistent and tailored services travelers need and expect.
BUSINESS REINVENTION
  Digitalization, new technologies and increasing connectedness are fundamentally changing the sector, enabling start-ups. Companies will need to leverage new partnerships to meet present challenges around demand, sustainable growth and providing pertinent information on time and on place.
OPERATIONAL EXCELLENCE
  To provide service excellence while controlling cost, companies must streamline their operations across their entire systems. The speed, efficiency and imagination with which they can gather, combine and explore information are vital for managing operations effectively and enhancing customer services.
TRUST AND COMPLIANCE
  Travel and transport companies hold a very special place in their customers’ lives. They must shield their services from the increasingly diverse virtual and physical threats that need to be foreseen, understood and prevented. Meanwhile sustainability and carbon emissions continue to be important.

#### Alisdair Wright

Vice President and Global Market Head, Travel, Transport & Hospitality

> As companies look to convert travelers into loyal customers, delivering information that is accurate, easy-to-understand and personalized will be crucial.

Technologies in the Digital Journey
Technology | x | y | x (phone) | y (phone) | Impact | Range | Section | Keys | Description
--- | --- | --- | --- | --- | --- | --- | --- | --- | ---
Advanced data visualization | 82 | 55 | 76 | 76 | Emerging | 2018 | Low | experience,excellence | Planning services are more focused on ensuring the right resource is in the right location at the right time for the right cost. Energy usage will be a key feature in optimizing sta and moving assets. Real-time 3D visualization solutions provide visual representations of the performance of the plan. 3D visualization technologies also provide a real-time, immersive picture of the infrastructure, with advanced analytics supporting major decisions on maintenance and renewals that bring major savings.
Context-rich systems | 68 | 38 | 75 | 37 | Adolescent | 2018 | Medium | business | Behind the scenes context-rich systems proactively anticipate each user’s individual needs, adjusting content based on anything from the traveler’s location, preferences and current travel plans to their device-type, network and input capabilities – or even congestion on their journey or local weather at their destination. Ergonomics are improved and apps appear front of screen exactly when needed, helping tourists move around unfamiliar cities more easily.
Autonomous vehicles | 50 | 35 | 43 | 51 | Adolescent | 2018 | High | business | As connected autonomous vehicles take to our roads, these advanced cyber-physical systems with their advanced computing and machine learning capabilities use information provided by embedded sensors to guide themselves safely along the highway. Services such buses, trains and deliveries will become more cost effective and less dangerous, decreasing traffic on the roads. Traffic management will evolve to leverage these connected vehicles.
5G networks | 37 | 40 | 40 | 56 | Emerging | 2019+ | High | experience,excellence | With pervasive 5G networks, limitless data allowances, significantly reduced roaming charges across Europe, travelers are happy to remain connected to these services no matter where they are. This is particularly important for some disabled travelers who rely on an internet connection to access assistive technologies.
3D printing | 67 | 6 | 51 | 11 | Early Adoption | 2017 | Transformational | business,excellence | Individuals will soon be able to create some personalized products at home, eliminating the need for freight services, thanks to 3D printing. Currently beyond the individual’s price range, these technologies are primarily being used for manufacturing light weight vehicle components. Maintenance departments can quickly printing any parts whenever and wherever they’re needed.
Distributed analytics | 75 | 43 | 80 | 41 | Adolescent | 2018 | Medium | experience,excellence | Analytics running across distributed platforms belonging to various partners give operators and managers holistic insights on traveler usage, buying behavior, needs and preferences. Derived from these distributed analytics platforms, deeper intelligence allows transport operators to offer their customers tailored deals that drive loyalty. These analytics also help rail companies to better understand the complex interactions in control rooms, improving how they manage disruptions and reducing dependence on individual expertise.
Gamification | 73 | 33 | 55 | 66 | Adolescent | 2017 | Medium | experience,excellence | For the next generation of workers, gamification (application of game playing elements to other activities) is motivating them to want to learn, to take ownership of their learning and to maintain their focus on the learning task in hand. It provides the real life simulations that enable them to experience and learn to manage diverse situations.
High performance computing | 61 | 7 | 25 | 15 | Adolescent | 2017 | Transformational | experience,trust | In rail, for example, advanced analytics improves the integration between control room decisions and subsequent short-term timetable changes. Behind the scenes, high performance computing provides the computing power needed to analyze millions of events in real time.
Innovation value webs | 87 | 38 | 80 | 67 | Adolescent | 2017 | Low | business | Innovation value webs are helping transport companies facilitate open innovation within that wider partner ecosystem. Their new social business tools encourage the participation needed to develop new ideas.
Internet of Things | 78 | 5 | 24 | 16 | Early Adoption | 2016 | Transformational | experience,business,excellence | Combined with sensors and geo-location technologies, machine-to-machine (M2M) technology continually transmits diagnostic data to a central control center to form an Internet of Things (IoT). On top of that mobile devices provide insight into train, traffic and pedestrian movements; smart pavements and smart roads relay information on crowds and congestion; and smart tagged parcels improve postal service efficiency, while reducing manual errors. Operators use this insight to deliver dynamic up-to-the-minute toll, parking, accommodation and journey pricing mechanisms based on time-of-day, congestion, demand and even carbon emissions.
Machine learning | 46 | 31 | 36 | 48 | Emerging | 2018 | High | excellence | With the help of advanced machine learning technologies, travel companies can spot and even predict disruptions in their services and take measures to correct them. They’re learning about how people use transport and accommodation over time whilst taking advantage of novel situations, such as major events or incidents, to enhance their understanding of demand or flow.
Near-field communication | 84 | 10 | 51 | 36 | Early Adoption | 2016 | High | experience | New sources of income rely on simple, effective and secure personal payment solutions. Mobile wallets based on near-field communication (NFC) technology are proving to be the most popular solution. These contactless solutions simplify payments for travelers with mobility or cognitive impairments. Looking further, just about any electronic identifier can be used for travel or hospitality, provided it can be read and verified against a hub that ensures it has an entitlement. This dematerialized ticketing concept means a traveler never needs to buy a ticket again; they simply pay for their journey and accommodation. The identifier can also be used for travel-related services, such as taxis or meals, making the entire travel experience seamless.
Open Data | 91 | 38 | 86 | 68 | Adolescent | 2017 | Low | business | Step just a few years into the future to find new online and mobile services. Based on Open Data from the General Transit Feed Specification (a common format for public transportation schedules and their associated geographic information originally developed by Google), amongst other sources, they join up all modes of transport to provide the comprehensive up- to-the-minute information travelers need to get where they’re going.
Peer-to-peer platforms | 82 | 22 | 86 | 19 | Early Adoption | 2017 | Medium | business | Driven by real needs and reliant on ease-of-use, trust and accurate information, new peer-to-peer services based on innovative business models have the potential to disrupt the market. Peer-to-peer platforms and their associated social channels and mobile apps allow individuals to connect with their peers to turn idle rooms in homes, seats in cars, spaces on driveways, unused truck space and more into a viable source of income.
Prescriptive analytics | 61 | 39 | 62 | 50 | Adolescent | 2018 | Medium | excellence | The answer to complex operational challenges will no longer be dependent upon human experts. Systems based on advanced prescriptive analytics suggest actions that might avoid service disruption: a list of tasks that will give service remedy. Control room operators then become problem managers. Furthermore, prescriptive maintenance programs extend the life of assets, eliminate major breakdowns and ensure sound parts aren’t replaced unnecessarily.
Pre-emptive security technologies | 64 | 23 | 36 | 53 | Adolescent | 2017 | High | trust | A proactive security approach that is helping to prevent cyberattacks. Trusted probes look for evidence of specific suspicious behaviors. These pre-emptive security technologies help companies anticipate threats. Behind the scenes, advanced analytics and high performance computing together analyze millions of events in real time.
Privacy-enhancing technologies | 71 | 46 | 71 | 60 | Adolescent | 2018 | Medium | trust | Personalized customer services that process personal data coming from different sources related to the traveler’s daily activity follow a privacy-aware approach that leverages privacy-enhancing technologies. Privacy-aware approaches require a change in the way we think, analyze and implement privacy, from a passive manner to a proactive manner.
Semantic technologies | 77 | 35 | 68 | 64 | Adolescent | 2017 | Medium | business,excellence | In the hospitality sector, semantic technologies help employees understand customers’ requests better and provide a better level of service. For instance, the customer can ask for something in his own language without the need to train personnel in every language.
Streaming analytics | 75 | 15 | 81 | 15 | Early Adoption | 2017 | High | experience,excellence | With the volumes of real-time operational data growing at an unprecedented speed, streaming analytics platforms ensure transport operators and hospitality providers have a precise picture of demand and operations throughout the day. Traffic control centers, for example, can respond more quickly to accidents, adverse weather, incidents or other difficulties, and can even take proactive steps to stop problems before they occur.
Unmanned aerial vehicles | 79 | 24 | 78 | 30 | Early Adoption | 2017 | Medium | excellence,trust | Transport operators also rely heavily on data on the status of their infrastructure to keep it in tip top condition. With assets spread far and wide across fields, over mountains and even deep within tunnels, unmanned aerial vehicles (UAVs) have relieved engineers of hazardous, time-consuming and costly inspection activities. And when people are on the line or heavy traffic threatens to cause disruption, these ‘drones’ can pinpoint the source of the problem far quicker than any human could, with onboard cameras relay videos and photos back to base, while sensors gather data on the environment. Drones may also have a role to play in rural parcel deliveries.
Virtual assistants | 92 | 57 | 89 | 76 | Emerging | 2018 | Low | experience | Travelers are greeted by a virtual assistant as they enter the bus, hotel, train or any other travel-related facility. This assistant – who knows their preferences and agenda – guides them to their room or seat or, in the event of an emergency, to the nearest exit. During the journey or stay the assistance offers additional relevant information and services to enhance the overall experience.
Wearable computing | 70 | 20 | 55 | 34 | Early Adoption | 2017 | High | experience,excellence | Travelers rely heavily on alerts from their mobile devices and wearables to provide timely warning of delays to their journeys, suggest alternative routes or means of transport and provide access to transport or services. Wearables are the digital/physical interaction frontier with mobile acting as the control tower. Together they provide a seamless experience.

Radar View

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Highlights
Key Market Challenges
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EXPERIENCE
BUSINESS
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