UIEvolution presents

by Travis BeavenChief Product Officer

425.213.6747travis@uievolution.com@kayfabetravis

HITEC 2015 TECH TALKBE OUR

GUESTMILLENNIAL TRAVELER:

Personalized Tech and Value-Add

Amenities

UIEvolution is the leading cloud software provider focused on delivering valuable consumer experiences to vertical industries.

Seattle Tokyo Detroit

Auto Resorts

Hotel Cruise

IPTV

Mobile Signage

ConnectedCar

Millennials approach travel differently, but this has much more to do with their background with technology and services and less to do with deeply embedded generational differences.

UNPACKING THE REAL FACTS

MILLENNIAL TRAVELERS

& WHAT THEY TELL US ABOUT THE FUTURE OF TRAVEL

Millennials in the United States

76,370,030There are27.4%

MILLENNIALS

26.6%GEN X

26.4%BABY

BOOMERS

13%SILENT

GEN

6.6%GEN Z

TOTAL US POPULATION

51%MALE

49%FEMALE

THE GENDER DIVIDE

98%of Millennials own and use a smartphone and/or tablet on

a daily basis.

$41more per night is what a Millennial will pay brand preference vs $29 avg

50%of all business travel revenue will be driven by Millennials

by 2020

Data Source: Chase Banking Services, 2014

(generally defined as born between early 1980’s and 2000’s)

UNPACKING THE REAL FACTS

MILLENNIAL TRAVELERS

& WHAT THEY TELL US ABOUT THE FUTURE OF TRAVEL

18%

Millennials 18-34

8%

Ages 35-49

7%

Ages 50-67

CONVIENIENCE

Millennial travelers are more likely to say it’s a deal breaker if a hotel is not near public transportation.

26%

57%42%

Millennial travelers are more likely than

other travelers to want to meet other

people staying at their hotel.

SOCIAL Millennials 18-34

Ages 35-49

Ages 50-67

2Xmore guest complaints than anything, regardless of if it is

offered for free or paid for at any price.

WIFI SPEED receives

…carry three or more devices with them.

…expect their in-room TV to be smarter than at home.

…want a reduction of paper in the room and have it available digitally.

MAJORITY OF TRAVELERS

Data Source: Chase Banking Services, 2014

TECHNOLOGY ADOPTION CURVE

MILLENNIALS ARE

THE EARLY ADOPTERS

(BUT EVERYONE BECOMES AN ADOPTER)

Millennials are early adopters; the momentum shift of personal technology drives expectations of a bigger role in services. The Adoption Chasm has been crossed and the expectations of later adoptive groups (generational groups) are now changing too.

(2.5%) are risk takers who have the resources and desire to try new things, even if they fail.

(13.5%) are selective about which tech they start using. They are considered the “one to check in with” for new information and reduce others’ uncertainty about a new tech by adopting it.

(34%) take their time before adopting a new idea. They are willing to embrace a new technology as long as they understand how it fits with their lives.

(34%) adopt in reaction to peer pressure, emerging norms, or economic necessity. Most of the uncertainty around an idea must be resolved before they adopt.

(16%) are traditional and make decisions based on past experience. They are often economically unable to take risks on new ideas.

Innovators Early Adopters Early Majority Late Majority Laggards

The tipping point at which innovation becomes inevitable.

Adoption Chasm

1 in 4hotel guests would opt to

bring their smartphone on a trip over their spouse.

Data Source: Chase Banking Services, 2014

YESTERDAY TODAY TOMORROW

THE EVOLUTION OF A SERVICEPAY AT THE

PUMPCONNECTIVE TECHNOLOGY CHANGES USER BEHAVIOR

A simple change to user behavior was one of the most rapid changes in a core service over the last generation. The Millennial generation has grown up only knowing this interaction, and it helps inform us of why they view connected technology as basic experience.

SMART CONVERGED SERVICESCONNECTED GUESTSTHE GROWING CONSUMER EXPECTATION

When the Millennial enters their personal information when they book, they expect that information to carry over to the check-in process, in-room experience and check-out.

Their expectation is that they can use any device to obtain services. The TV must be as much of a part of the guest experience as the mobile phone, tablet or PC.

All devices and services are connected and seamless.

In Room Entertainment

Digital Signage

Mobile Applications Business Intelligence

MILLENNIALS EXPECT ONLYDEEPLY PERSONALGUEST INTERACTIONS AND BEHAVIOR

Mobile & Tablet

In-Room Environment

Guest Profile

Dining Services

Hotel Signage

Hotel Services

Gaming & Casino

Spa Services

89%expect the hotel to already have all of the information necessary before check-in.

3 in 4prefer their loyalty program to remember details about

their preferences over points

95%will connect their home

services to hotel services if they are available.

One Halfsay personal dining

preferences are a factor in determining a hotel stay

Data Source: Chase Banking Services, 2014

Guests of all generations expect a connected world, where they are engaged in a deeply personal way across many devices.

Millennials don’t care about specific brands or solutions. A Millennial cares about quick, on demand entertainment more than Netflix, and care more about the value of personalized services over loyalty points.

Millennials are showing us the near future

Millennials care about outcomes

Thank you.Learn more at uievolution.com