Digital Transformation In The Hotel Industry

1. M A S T E R I N G D i g i t a l TRANSFORMATION JO CAUDRON FOUNDING PARTNER [email protected] 00 32 475 43 80 98 @JCAUDRON

2. Hi, Im Jo Caudron Active in digital since 1993 Internet entrepreneur involved in 20+ start-ups. Founding Partner of Duval Union Consulting @jcaudron [email protected] We are business consultants for a digital world. Our mission is to help organizations transform. @jcaudron

3. Sold in +50 countries!

4. Expect a smack in the face Digital Disruption is real

5. What do these 4 have in common?

6. 1995+ MUSIC PHOTOGRAPHY VIDEO RENTAL 2005+ PRINT MEDIA TV TRAVEL HR 2015+ RETAIL AUTOMOTIVE TRAVEL EDUCATION TELCO FOOD/FMCG BANKING/INSURANCE HEALTHCARE 2025 ALL SAFE HAVENS WILL BE SUBJECT TO DIGITAL DISRUPTION WAVES OF Disruption

7. You have a C H O I C E Disruption Modeling Transformation

8. You have a C H O I C E Disruption Modeling Transformation Fear Insight Direction

9. @jcaudron THE WORLD I S C H A N G I N G

10. THE WORLD IS CHANGINGFAST ARE YOU CHANGING WITH IT?

11. ARE YOU SCARED OF THE FUTURE?

12. Dont worry, weve got a PLAN @jcaudron

13. A PLAN FOR TRANSFORMATION SCAN INNOVATIONS DETERMINE IMPACT NORTH STAR VISION & STRATEGY BUILD ROADMAP INSTALL DIGITAL LEADERSHIP BUILD DIGITAL ORGANIZATION AND CULTURE

14. YOU NEED TO Scan YOUR ENVIRONMENT @jcaudron UNDERSTAND THE IMPACT

15. Slicing the Elephant creates Insight

16. GLASS HOUSE PACKAGE FROG GATEKEEPERTRAVELLER PARTICIPANT CYBORG THE WHEEL OF CHANGE New experts and our peers decide what matters People participate, share and co-create their future Technology becomes part of everything we do The relationship with the market changes New experiences in product, service & packaging The position in the value chain changes Mobile gives access to everything, everywhere, every time

17. Media Glass House Package Frog GatekeeperTraveller Participant Cyborg

18. versus Retail Glass House Package Frog GatekeeperTraveller Participant Cyborg

19. Food Glass House Package Frog GatekeeperTraveller Participant Cyborg

20. Banking Glass House Package Frog GatekeeperTraveller Participant Cyborg

21. Auto- motive Glass House Package Frog GatekeeperTraveller Participant Cyborg

22. IN HOSPITALITY TOO

23. The Glass House Accountability Proximity Responsiveness Bi-directional Humanization AuthenticityTransparency

24. The Package APPication Long Tail Personalized Experience Speed PriceMonolithic vs. Atomic (Self-)service Scalability

25. The Frog Bypassing Virtualization Fragmentation of touchpoints

26. The Gatekeeper New Gatekeepers Recommendations Good is good enough Ambassadorship

27. The Traveller Place Utility Empowered self Instant gratication New way of working Contextual awareness

28. The Participant Community Power of the crowd Sharing economyCollaboration San Francisco

29. The Cyborg Wearables Quantied SelfInternet of Things Robotics Data Monitoring

30. Media Glass House Package Frog GatekeeperTraveller Participant Cyborg

31. CREATE A North Star VISION

32. DEFINE A Transformation STRATEGY @jcaudron

33. DEFINE A Transformation STRATEGY @jcaudron BUILD A ROAD MAP @jcaudron

34. D I G I TA L Leadership

35. D I G I TA L LeadershipMAUD BAILLY, CDO DATA ECOMMERCE CUSTOMER EXPERIENCE Sebastien Bazin CEO TRANSFORMATION STRATEGY

36. BUILD a new ORGANIZATION Ready for a digital world

37. From ... ... to The Business Digital (at the sideline) Digital in the core

38. The Business Digital (at the sideline) The Business Digital (at the sideline) From ... ... to

39. The Business Digital (at the sideline) Digital in the coreThe Business Digital (at the sideline) Digital in the core Digital in the core Digital in the core From ... ... to

40. From an outdated MOTHERSHIP

41. From an outdated Mothership TO A modern F L E E T

42. From an outdated Mothership AccorHotels F L E E T

43. DIGITAL CULTURE

44. IS THIS THE FUTURE?

45. IN THE FUTURE MACHINES WILL TAKE OVER ALL REPETITIVE TEDIOUS HEAVY TASKS SO WHAT ABOUT HUMANS? SHOULD WE ALL BECOME PROGRAMMERS? HUMANS VS MACHINES

46. We will have to focus on skills that make us real humans and will not (easily) be replaced by machines Ethics Creativity Entrepreneurship Emotionality Innovation Empathy Intuition Agility Resilience Improvisation Negotiation Smarts HOW?

47. PREPARE FOR A FUTURE OF AND WHAT ABOUT TOMORROW ? Unique human aspects Ethics Creativity Entrepreneurship Emotionality Innovation Empathy Intuition Agility Resilience Improvisation Negotiation Smarts LEVEL OF AUTOMATION 0 1 2 3 MAN CAPABILITIES MACHINE CAPABILITIES + TOTAL CAPABILITIES TO REACH NECESSARY TRUSTED SERVICE LEVEL (NTSL) AUTOMATION 4 5

48. LEVEL OF AUTOMATION 0 1 2 3 MAN CAPABILITIES MACHINE CAPABILITIES + TOTAL CAPABILITIES TO REACH NECESSARY TRUSTED SERVICE LEVEL (NTSL) AUTOMATION 4 5 + Unique human aspects Ethics Creativity Entrepreneurship Emotionality Innovation Empathy Intuition Agility Resilience Improvisation Negotiation Smarts

51. @jcaudron WORLD OF UNCERTAINTY

52. @jcaudron LEAD OR FOLLOW?

53. Case Courage MINDSET MEANS MANDATE license to win license to operate license to change Capital BE BRAVE TO CHANGE

54. A PLAN FOR TRANSFORMATION SCAN INNOVATIONS DETERMINE IMPACT NORTH STAR VISION & STRATEGY BUILD ROADMAP INSTALL DIGITAL LEADERSHIP BUILD DIGITAL ORGANIZATION AND CULTURE

55. Find my slides on www.speakersbase.com/jo Need help? Book me and my team to consult you! www.duvalunionconsulting.com @jcaudron [email protected] 00 32 475 43 80 98

56. M A S T E R I N G D i g i t a l TRANSFORMATION JO CAUDRON FOUNDING PARTNER [email protected] 00 32 475 43 80 98 @JCAUDRON

Digital Transformation In The Hotel Industry

Business

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