oracle web center sites for travel and hospitality
Post on 11-May-2015
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AGENDA § 10:30 Registro y Café de Bienvenida § 10:50 Opening Andrés García Arroyo, Dir. Comercial Middleware Oracle Iberia § 11:00 Digital Tourism Javier Cañadillas, WebCenter Sales Specialist § 11:30 Experiencia de Usuario y Canal Online Representante de Iberia § 12:00 Business Process Automation y Customer Experience Carlos Casares,
Principal Sales Consultan BPM § 12:30 Debate y Conclusiones Miguel Maia, Sales Leader Fusion Middleware
Commercial Institutions § 13:00 Visita Guiada a las Bodegas y Cata § 14:00 Almuerzo en las Bodegas
DIGITAL TOURISM Oracle WebCenter Sites for Travel & Hospitality
Javier Cañadillas Medina WebCenter Sales Specialist
“The Tourist is a nomad 2.0 that
connects to mobile devices and
share in social networks”
José Manuel Soria CIMET 2012
Tourists now dream in
a different way
They plan and share
On Line
71% of leisure trip shoppers say they consider posts on sites like Facebook and Twitter when planning vacations
52% of travelers have changed their original plans based on social media suggestions
51% of travelers wrote a review about their accommodations
cus·tom·er ex·pe·ri·ence
The sum of all experiences a consumer has with a supplier of goods or services, over the
duration of their relationship with that supplier.
http://en.wikipedia.org/wiki/Customer_experience
NEED / RESEARCH SELECT PURCHASE MAINTAIN /
RECOMMEND RECEIVE / USE
Read Reviews
Comparison Site
Web Search
Ask Facebook Friends For Recommendations
Visit Competitive Site
Chat
Receive Email
Confirmations
Take Trip
Tweet About Purchase Experience
Share Experience On Travel Site
Get Trip Details
Purchase Online
Change Flights Or Seats
Make Selection
WEB
CONTACT CENTER
IN-STORE
CATALOG
MOBILE
SOCIAL
The experience
is multi-
channel
25% of all travel bookings in Asia/ Pacific are made online
50% of all travel bookings in the US are made online
53% of hoteliers believe their brand website will see the most bookings growth
Investment in
Brand Sites is Critical to
Revenue
1 Information Overload
2 Plan and book is complicated
3 Decide on the go
The
Challenges
ATTRACT TRAVELERS
African Safari Family Vacations Caribbean Cruises
Make it Personal
Mature Gen X Baby Boomers
With WebCenter Sites
Predict your Targets combining WebCenter Sites with RTD
Cultural Adventurous Empty nest
Kleber Linhares, Information Technology and E-Commerce Director Read the Azul Brazilian Airlines customer story
“After evaluating the leading tools on the market through meticulous research, we chose Oracle for the
freedom its tool offers in all processes—from implementation to
content editing—as well as its excellent campaign and content
segmentation method.”
Empower your SEO
site.com/caribeanweek
site.com/cruisethemed
site.com/familyvacation
With WebCenter Sites
Enable Rapid, Relevant Travel Searches
combining WebCenter Sites with Endeca Search
Visual content
is King
Manage your
Digital Assets
With WebCenter Content &
WebCenter Sites
…and
external content
too
ENGAGE CUSTOMERS
Listen
Listen what people are saying about you Measure trends
Connect
Be present on most social networks Encourage customers to rate and share the experience
Influence
Respond to positive and negative feedback Use positive feedback in marketing campaigns
Listen, Connect & Influence
Loyalty: create
fans of
your brand
Encourage Social Interaction Enable Safe & Moderated User Interaction Around Website Content
Exploring Coastal Australia
Ratings and Likes
Blogs/Articles with Comments
How many leisure trips are you planning to take this year?
Polls
With around 31,000 miles of spectacular coastline, complete with islands, stunning beaches, fringing reefs and long meandering drives, you’ll find millions of places to explore…
None
1-2
2-4
More than 4
Great article. Driving the Great Ocean Road was spectacular! Lorne was my …
Snorkeling on the Whitsunday Islands near the Great Barrier Reef is a must! …
Video: 5 Great African Safaris Not all African safaris are the same. Here are 5 different ones that give you a feel for what’s possible.
Off the Beaten Path Discover Australia’s Unspoiled Beaches, Cliffs & Islands by Nick Howard
Exploring Coastal Australia
With around 31,000 miles of spectacular coastline, complete with islands, stunning beaches, fringing reefs and long meandering drives, you’ll find millions of places to explore…
Off the Beaten Path Discover Australia’s Unspoiled Beaches, Cliffs & Islands by Nick Howard
Encourage Sharing Among Visitors And Extend the Reach of Website Content to Social Networks
Website Article
Jeff’s Facebook Post
Marie’s Response
Great article. Driving the Great Ocean Road was spectacular! Lorne was my…
Lorne is beautiful! However, my favorite was the Whitsunday Islands near…
Social Community & Gadgets with
WebCenter Sites
Site Community
Management
for real
Manage your mobile &
screens With WebCenter Sites
Manage Brand Across Multiple Channels Engage Travelers Consistently Across Web and Mobile Channels
• Same business interface • Reuse across channels • Optimize to devices • Preview in a comparative way • Enable location-based travel
services • Incorporate channel appropriate
video and rich media
Communicate in Their Native Language Built-in Multi-Lingual Support, Optional Partner-Enabled Translation
• Provide articles, pages and sites in multiple languages
• Deliver multilingual experiences across thousands of devices
• Manage multiple translations from the same business user interface
• Integrate with third-party automated, crowd-sourced, and expert translation services
• Manage translation costs – easily select and manage what to translate, when and by who
Would you
rather…?
Interact Throughout Their Online Journey
§ Streamline and simplify the user’s experience throughout their customer journey
§ Present a consistent user experience across channels
§ Seamlessly integrates critical back-end travel systems into the user experience
Seamless Integration with Back-End Travel Systems and Applications
Reservations Payment
Processing
Partners
Ticket Availability
Loyalty Inventory
Flight Status
CRM
MANAGE EXPERIENCES
Safeguard Brand Integrity Easily Moderate and Manage Comments/Reviews on Your Site
• Encourage social interaction while safeguarding brand integrity and message consistency
• Moderate traveler's reviews and comments to corporate standards
• Streamline moderation with built-in review
• Easily set various levels of manual, automatic and community based moderation
• Employ whitelists, blacklists, key word filters and flagging to automate moderation
Ensure Brand Consistency
§ Oracle Social Relationship Management (SRM) enables companies to:
– Get a real-time holistic view of the traveler across multiple social sites
– Coordinate travel campaign messaging and content publishing to multiple social sites
– Acquire social analytics on travelers
Monitor and Publish to Multiple Social Sites
Speed Time to Market Empower Marketers and Business Users with Intuitive Authoring Tools
• Empower marketers and business users to rapidly change content to meet CX initiatives
• WYSIWYG, drag-n-drop editing enables rapid site creation, update, and approvals without IT involvement
• Significantly reduce time-to-market with website changes and updates
• Create innovative, dynamic cross-channel sites that share content, build loyalty, and engage your visitors
Scale to Meet Business Needs Easily Deploy and Manage Robust Large Scale Sites
• Streamlined multisite & multilingual management
• Handle millions of visitors, content assets, or page views
• Provide high performance delivery of rich media driven sites
• Scalable dynamic delivery of personalized content
• Re-use digital assets & other content across multiple sites
KEY WebCenter Sites Customers with multichannel and multilanguage sites
1 Personal & tailored
2 Easy to find
3 Make it visual
Manage
Experiences
1 Listen & Connect & Influence
2 Manage your brand
3 Wrap your assets in a nice package
Engage
Customers
1 Control your brand
2 Be quick
3 Be ready to scale
Attract
Travelers
¡Gracias! oracle.com/webcenter
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