This presentation discusses how technology will influence customers in the leisure industry from 2017-2020. It begins by outlining several emerging technologies like AI, robotics, VR/AR. It then explores how customers desire empathy, have ever-changing standards, and want just enough technology. The presentation argues organizations must prepare for the next digital wave by learning about new technologies, balancing efficiency and humanity, and acting to focus on what matters to customers. The leisure experience has become digital, and this time represents an opportunity for organizations.

1. My challenge for today
Digitalisation in the leisure industry
CUSTOMERCOUNCIL
The Customer Council thanks its founding members:

2. CUSTOMERCOUNCIL
INTRODUCING MYSELF
Digitalisation in the leisure industry

3. AI
3D-Printing
AR/VR
Robotics
Bioengineering
QuantumComputing
Brain Interfaces
Nanotech
Genetics
IoTBioprinting
Vertical Farming
4D Printing
Autonomous vehicles
My challenge for today
How to explain a changing universe in 45 MIN.
My Challenge for Today

4. Technology Update
2017-2020
How technology will
influence our customers
Preparing for the next
digital wave
This presentation
Digitalisation in the leisure industry

5. Technology Update
2017-2020
This presentation
How technology will
influence our customers
Digitalisation in the leisure industry
Preparing for the next
digital wave

6. Accurate but boring
Dilemma: Research // Fact-based

7. Entertaining but abstract
Dilemma: Sci-Fi // Trendwatching

8. A journey to the edge of today
A Different Approach

9. A journey to the edge of today
A Different Approach
Book Trip Check-in To Room Get info Food/Drink Fun Checkout Backstage

10. Book Trip Check-in To Room Get info Food/Drink Fun Checkout Backstage
Explore in virtual reality
Best Western, 2200 Properties

11. Book with a messenger bot
Iceland Air
Book Trip Check-in To Room Get info Food/Drink Fun Checkout Backstage

12. Check yourself in
Yotel, Gatwick Airport
Book Trip Check-in To Room Get info Food/Drink Fun Checkout Backstage

13. Book Trip Check-in To Room Get info Food/Drink Fun Checkout Backstage
Hybrid welcome
Ostend Hospital, Belgium

14. English
speakers this
way please.
Fully robotic
Henn Na Hotel, Nagasaki
Book Trip Check-in To Room Get info Food/Drink Fun Checkout Backstage

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28 language Security Guards
Qihan Airport, China

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Robot porter
Henn Na Hotel, Nagasaki

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Keyless doors
A rapid trend

18. • Unlocks the door
• “Empty room” alert (staff)
• Find guests (e.g. food delivery)
• Staff allocation (busy areas)
Book Trip Check-in To Room Get info Food/Drink Fun Checkout Backstage
More than a key
Carnival Cruises Medallion

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Alexa Concierge
Acme Hotel, Chicago

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• Greets guests by name (facial recognition)
• Answers questions about hotel amenities
service hours and operations
• Can suggest local attractions
• Continuously learns from requests made
Connie Concierge
Hilton McLean, Virginia

21. Book Trip Check-in To Room Get info Food/Drink Fun Checkout Backstage
Hostbot
Airbnb

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AR translation for tourists
NTT Docomo, Japan

23. Book Trip Check-in To Room Get info Food/Drink Fun Checkout Backstage
Greets guests by name (facial recognition)
Can understand multiple orders simultaneously
Fetches drinks and serves them to the right person
Can think and move autonomously
Asimo waiter
Honda Robotics

24. Book Trip Check-in To Room Get info Food/Drink Fun Checkout Backstage
Can handle any recipe (Michelin level)
100% consistent performance
Cleans up after itself
Robotic Chef
Moley (Consumer Launch 2018)

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Staff-less restaurant
De Serre, Antwerp (Belgium)

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Printed desserts
Food Ink, pop-ups

27. Book Trip Check-in To Room Get info Food/Drink Fun Checkout Backstage
Robot Barista
Café X, San Francisco

28. Guests order on tablet, robots mix
Every cocktail exactly follows the menu
60 different spirits – 10100 combinations
120 drinks per hour
Book Trip Check-in To Room Get info Food/Drink Fun Checkout Backstage
Robotic bartender
Royal Carribean Cruises

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Omnichannel shopping
Frankfurt airport

30. Book Trip Check-in To Room Get info Food/Drink Fun Checkout Backstage
VR experiences
The Void, actively pitching “everyone”

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Holographic concerts
Sentosa Island, Singapore

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Room control
Citizen M - Virgin Hotel New York

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Augmented reality
Mantra Hotels, Australia

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Augmented reality
Coming in 2018 – Magic Leap

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Cloak room
Yotel, New York

36. Room service
A-Loft Hotels
Book Trip Check-in To Room Get info Food/Drink Fun Checkout Backstage

37. Rosie the Maidbot - Logan hotel philadelphia
Book Trip Check-in To Room Get info Food/Drink Fun Checkout Backstage
Cleaning
• Cuts cleaning time by 10-20%
• Reduces house-keeping related injuries
• Informs staff of dirty spots in the carpet
Room Scanner
Hotel 1000, Seattle

38. Book Trip Check-in To Room Get info Food/Drink Fun Checkout Backstage
And there is so much more
IoT sensors – predictive maintenance – energy management – guest information …

39. Book Trip Check-in To Room Get info Food/Drink Fun Checkout Backstage
The leisure
experience
has gone
digital
Conclusion

40. Technology Update
2017-2020
This presentation
How technology will
influence our customers
Digitalisation in the leisure industry
Preparing for the next
digital wave

41. Bills are paid by humans
Technology is nice, but

42. How technology will influence our customers
The Desire for empathy

43. How does it make you “feel”
The Desire for Empathy/Humanity

44. The desire for empathy/humanity
How the technology will influence our customers

45. How technology will influence our customers
Ever Changing StandardsThe Desire for empathy

46. Ever changing standards
How the technology will influence our customers

47. The last best
experience
I had anywhere,
becomes my
expectation
everywhere.
Ever changing standards
How the technology will influence our customers

48. How technology will influence our customers
Ever Changing StandardsThe Desire for empathy The desire for just enough

49. Simplicity in everything
The Desire for Just Enough

50. a privacy deal
The Desire for Just Enough

51. The desire for just enough
How the technology will influence our customers

52. How technology will influence our customers
Ever Changing StandardsThe Desire for empathy The desire for just enough

53. How will travel itself evolve?
Bonus thought
Virtual Tourism
telepresence

54. Technology Update
2017-2020
This presentation
How technology will
influence our customers
Digitalisation in the leisure industry
Preparing for the next
digital wave

55. Preparing for the next digital wave
learn

56. Catch up on digital
Learn: We Are All in IT Now
Artificial Intelligence
3D Printing
Virtual Reality
Internet of Things
Blockchain
Augmented Reality
Robotics
…

57. Case: Wabco millenials
Learn: Share Across Generations

58. Case: Werbe Weischer
Learn: Share Data Across Companies
Cinema data
Mobile operator data
Geographic profiling data
= very rich learnings

59. We are all novices now
Learn

60. Preparing for the next digital wave
balancelearn

61. CASE: Future of storytelling
Balance: Efficiency vs. humanity
the Illuminati ballBIRDLY

62. Case: Seehotel jaegerwirt, austria
Balance: Edginess vs. Security

63. What else can you sell?
Balance: Visionary vs. Opportunity
Source:KPMG, 2017

64. Look at all angles
Balance

65. Preparing for the next digital wave
balancelearn act

66. • Too many options
• Too complex
• Legacy systems
• Short term priorities
• …
Avoid paralysis
Act

67. Work from experience to technology
Act: Focus on what matters to customers (only)

68. Case: automotive
Act: Work today.Plan for tomorrow

69. Prototype & experiment
Act

70. Technology update
2017-2020
The leisure
experience has
gone digital
How technology will
influence our customers
The desire for empathy
Ever changing standards
The desire for just enough
Preparing for the next
digital wave
Learn
Balance
Act
To conclude
Digitalisation in the leisure industry

71. This is a time of opportunity
Above Everything

72. www.alainthys.com www.customercouncil.eu Linkedin: Alain Thys