Travel and Aviation Marketing Automation and Omnichannel Travel

1. Omni-Channel Digitization & Marketing Automation Platform

2. Agenda ShepHertz App42 Platform Overview ShepHertz App42 Platform Deep Dive Current Travel Trends Travel Use Cases

3. Current Trends in Travel

4. Booking Through Various Channels Source: http://www.webintravel.com/2-3-hong-kong-travellers-use-multi-devices-book-flights/

5. Role of Omni-channels in Ticket Booking Source: http://www.webintravel.com/2-3-hong-kong-travellers-use-multi-devices-book-flights/

6. Digital Travel Sales Growth

7. Conversion Rates for Real-time Offers

8. Digitization Trends in Travel Source: http://www.e3.co.uk/~/media/files/pdfs/tr avel_trends_whitepaper_2015.ashx

9. Omni-Channel Marketing in Travel

10. Use Cases in Travel/Aviation

11. General • • • Omni-channel engagement across – Mobile, Web, Social etc. Deep Analytics and making the Big Data actionable Tracking user behavior across channels and taking action either on demand or campaign based Identify which channel is more effective Web, Mobile Integrating offline, legacy, transaction data with data generated through new age devices to launch new use cases and campaigns Launch new use cases and campaigns in days & weeks Ability for Business/Marketing team to launch campaigns without having any dependency on Development team Monitor effectiveness of campaigns • • • • •

12. Gamification • People mostly travel with their family/friends/colleagues, maintain buddy lists and notify the users when their buddy/relative lands or on successful flight take off Give badges to frequent flyers such as globetrotter, nomad, explorer based on their number of flights taken Badges could also be given based on the destinations, for instance give the badge called Vasco da Gama if a customer visits all the places Vasco da Gama has been Give traditional makeover to the avatars of the customers as they travel to new states or countries Enable gifting of tickets/packages to loved ones or colleagues/employees as rewards Social leaderboards could be created collectively based on the number of flights taken and the number of badges achieved • • • • •

13. Engagement • Suggest users for flights based on their history, bookings and interests • Notify users about their boarding time or when the check-in is about to close • Enable users to ask and get status of flights through Twitter • Automated notifications offering add-on services, last minute class upgrade offers • Location based notifications whenever a new flight starts on the home route of users • Collect surveys from the customers post their journey • Launch campaigns offering attractive deals on food choices prior to boarding

14. Prediction Analysis • Decrease financial turbulence, keep an eye on travel trends and take pre-emptive actions to keep things under control Analyze the behavior, type of flight taken, kind of places visited and predict the next travel period of the customers to target them with tailored offers Get repeat business by suggesting new places to visit, personalized packages according to their expenditure bracket with predictions • •

15. Partner Integration • Expose your protected resources as APIs to be consumed by internal apps and partner apps Manage employee training lifecycle and keep track of all the important metrics Foster relationships with yours partners by allowing them to have a secure access to a holistic view of the information such as bookings, traveler data, ticket price trends, seasonal demand and the type of inquiries among other things • •

16. ShepHertz App42 Platform Overview

17. Why ShepHertz - One Stop solution - Omni-channel Platform – Supports 18 Native Platforms - Big Data - Leverage Real time data generated by New age devices as well offline - Time To Market - Launch use cases in hours than in weeks - End-to-End Solution - Single provider which offers you all the services with committed SLAs and transparent/predictable pricing - API driven so existing investments does not get wasted. - Dependency of CMOs, Marketing & Product Heads on Tech is removed - Expose protected resources as APIs – To Partner Apps and systems - Deployment Model – Public, Dedicated, Hybrid & OnPremise

18. 43+ Billion API Calls 150 43,000+ Customers Countries

19. Continual Transformation Environment to build Omni-Channel Apps Launch Use Cases & Campaigns on Omni-Channels – Mobile, Web, Social, IoT, Wearables, TV, Kiosks/ATMs Automation & Actionable BigData Integrate with other Apps by Exposing APIs Backend API Services Gamification Big Data App Behavior Transactional Legacy Apps Offline External Apps Real Time Unstructured

20. Challenges & Constraints Need to interface with multiple Cloud Service providers In context seamless transition of consumers across Omni- channels Leveraging BigData - User Acquisition, Retention, Engagement & Conversion Leverages & Compliments their legacy applications Ever increasing customer expectation : Expects new services in weeks

21. App42 Cloud API - Services

22. Actionable BigData- Everything you need to grow your App

23. App42 API Gateway – Comprehensive API Management

24. Verticals

25. Server Locations Server Locations

26. ShepHertz App42 Platform Deep Dive

27. App42 Cloud Ecosystem Enterprise Apps (External + Internal) Wearables IoT Apps Omni-Channel 800+ APIs 30+ Cloud Services Realtime Actionable BigData API Messaging System Management Enterprise OnPremise IaaS Providers – IBM, vCloud Air, AWS, Azure Hybrid

28. Real-time Actionable Analytics Acquisition Engagement Retention Conversion Rewards Achievements, Gifting, Social Leaderboards App Remarketing on Facebook Funnel management & segmentation Gamification Push campaigns with A/B Testing, Geo Targeting, Geo- Fencing Virality Campaigns – In-App Referrals Trigger based action e.g drop off points Email Campaigns In-App Push notifications to users about to churn(predictions) Push Notifications to users about to convert(Predictions) Social Posting Recommendation & Messaging Diagnostic Info Analyse Act Monitor

29. App42 Actionable Analytics Define Analyze Target Predict • Events • Properties • Segments • Campaigns • Model • Offline • App Data • Behavior • Flow • Funnel • Cohorts • Effectiveness • Mobile & Web Push • InApp • Social • Email • Survey • Web Push • Classification • Linear • Anomaly • Clustering (Recommendation)

30. App Engagement and Retention •Send Push Notifications, Facebook Wall Posts, In-App Messages, Emails and Chat Pop- ups to Segmented Users •Facebook Remarketing •Strategize Push and In-App Campaigns Segmenting and Targeting •Track App Retention Metrics with User Cohorts •Run User-Retention Campaigns and check success/failure Cohort Analysis e.g. - “Trigger In-App Message if a User stays on a page for more than 30 seconds” •Real-time Session Tracking and Targeted Action •Identify Drop-off Points •User Session Time on various Page Views Session Tracking Prediction Analysis •Forecast your users’ next moves and find out the propensity of churn and conversions •Influence their next moves with personalized Push and Email campaigns

31. Behavioural Segmentation e.g. - “Users of Age 25 from New Jersey who started the App today but did not make a purchase” Advanced Segmentation based on Multiple Events and User Properties

32. Event Based Achievements Reads multiple books Bookworm Owns many books Events Bibliophile Lends multiple books Librarian • • • Create achievements based on certain events to increase user recognition and easy engagement Assign badges as soon as users do those events Get to be creative in the badge design and names

33. Session Event Tracking APP SESSION DROP-OFF POINTS EXIT POINT ENTRY POINT Send Send RECOMMENDATIONS Send information on DEALS information on OFFERS Engaging the user during these in- session drop off points based on real-time analytics (Enhancing in- app Personalization) Engaging the user at the exit point based on his current session activity Engaging the user at the entry point (can be based on past session)

34. Campaigns Type of Campaign Target Audience  Run Ad Campaigns Date Range to run Campaign  Set Real time In-App triggers to boost Conversion Campaign Trigger (Event)  Run Retention Campaigns Message/Push Layout To run chain campaigns  Schedule highly targeted Push Notifications Frequency of Occurrence  Run Chain Campaigns to progressively bring Users down the Sales Funnel CTAs  Another Event  A/B Test  Custom Code  URL Action Paths

35. Dashboard • Comprehensive Dashboard • Customizable • Daily Metrics Mails • Deep dive based on interest

36. Omni-Channel Dashboard • Real-time App Installs • Current Active Users • Average Session Time • Total current events

37. Web Push Notifications  Ability to Add Channels: The greatest thing about triggering the opt-in box to the user to click on allow or block is that you can enable them to choose the channels they would like to subscribe to instead of opting for all the notifications.  User Segmentation: In addition to enabling the users to choose channels, you can also segment them according to their demographics, behavior, activities, device type, etc. This further enhances your targeting and increases the conversion of your push messages up to 75%.  Push Automation: It is difficult to send out web push manually every time your user does any desired event. With the ability of marketing automation tools, you can create events that you consider are important and you may go ahead and create campaigns based on those events.

38. Unified Notifications • Target customers based on User Behavior, Events & Properties, Offline Data • Rich Notifications • Classification of users – Predictive • Schedule • Campaign Based • Personalized • A/B Test • Geo Target/ Geo Fencing • Configure Badge & Sound

39. Push Geo-Targeting Campaign Management Push Campaign for Geo Targeting  Interactive map for selecting the users in a particular location  Select Country, State, City to send targeted push  Getting Geo location of various users and then segmenting them to send targeted Push messages  Campaigns can be built for automated targeting to the users on the specific geo locations

40. Push Geo-Fencing Campaign Management Push Campaign for Geo Fencing  Interactive map to select the multiple Geo Fences  A fence can be as small as 50 meters (Close to SBI Banks or ATMs)  Users can be targeted based on following cases • Entering the fenced area • Exiting the fenced area • Dwelling inside the fenced area

41. Define – Multi-level Segmentation

42. Insights – Active Users (DAU, WAU, MAU) Set Goals – Get trigger mail

43. Insights - Funnel Analysis  Create user flows - track drop off points & Target  Get accurate analysis of the screens where users mostly lose interest  Create specific campaigns to target them to move them further into the funnel for increased conversions

44. Insights - Cohort Analytics & Retention Marketing  Track returning users with smart cohort analytics  Analyze the days having majority of non-returning users  Monitor the activities accordingly  Plan personalized campaigns to bring them before they churn

45. Insights – Avg. Session

46. Insights – Installs & Un-Installs

47. Campaign – Push, InApp, Survey, Social Post, Email, Virality, Lead Generation

48. Campaign - Push  Event based rich push notifications (include HTML, images, sound and badges, videos)  Geo-target people with location based push notifications  Create unlimited geo-fences across the world and run campaigns on people entering, exiting or dwelling for sometime in the fence  Run experiments on your push notifications with A/B/n testing to try out different copies, CTAs and graphics to see which one works best

49. In-app referrals  Implement growth hack in-app referral campaigns without any coding effort  Choose among multiple sharing platforms  Target users based on different segments to boost user acquisition

50. On Demand Targeting