Byte is our regular meetup of people from across different sectors and organisations to talk product, innovation and changing customer behaviour.
For April's event, we explored how travel brands are (and should be) operating more broadly when it comes to engaging customers across the travel journey. For our definition of journey, we looked to Google's 'Five Stages of Travel', which although published in 2012, still holds true today - Dreaming, Planning, Booking, Experiencing and Sharing.
The problem today is that travel businesses are operating in an era of high friction, and low attention.
So, my talk focused on how brands can exist and have influence across all stages of the journey (to ultimately drive more loyalty and revenue), as well as exploring how they can occupy the mysterious-sounding 'Third Place'; in other words, how we can use new interfaces to improve customer experience and reduce friction beyond web and mobile.
This led into us delving a little into the conversation around Chatbots, which our guest speaker David Low explored in more detail, and how they should be additive to a customer experience, rather than technology for technology's sake.
You can see my slides and recap my talk in full below:
Ultimately, near or long term, good UX persists as the biggest advantage for brands and businesses.
We were delighted to welcome David Low, Developer Advocate at billion-dollar startup Skyscanner to be our guest speaker. His talk, 'A little more conversation..', touched on the revolution in messaging that has been taking place over the past few years, enabling businesses to extend their conversations with customers in new and exciting ways.
A great example of this is Skyscanner's integration with Amazon Alexa, which he treated us to a demo of - head to 33:55 in the video below to see it in action.
For anyone interested in finding out more about how Skyscanner can help their business (large or small), there’s a tonne of useful information on the Skyscanner for Business page, or you can reach David directly to chat about the future of travel search on: email@example.com
Catch up on David's talk below:
As always with Byte, we try to share some practical ways that people can get started with applying some of these concepts to their own work.
As always, I’d love to have a coffee with anyone interested in discussing these topics. You can reach me on firstname.lastname@example.org.
Our next Byte is taking place on the 26th May, when we'll be looking at how corporate intrapreneurs within large organisations can fund innovation and new product development. If you’d like to find out more, drop us an email.