be ahead of the game
Post on 18-Jun-2022
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Be ahead of the gameJon LawrenceSr. Director, Hospitality Industry Solutions Group
PCs
1977
Client/ Server
1985
PCs
1977
Client/Server
1985
eCommerce
.com
1993
1998
PCs
1977
Client/Server
1985
eCommerce
.com
1993
1998
Social
Mobile Computing
Cloud Computing
2003
2006
PCs
1977
Client/Server
1985
eCommerce
.com
1993
1998
Social
Mobile Computing
Cloud Computing
2003
2006
Digital Marketing
Machine Learning
ServerlessMicroservices
2010 2016
2013
PCs
1977
Client/Server
1985
eCommerce
.com
1993
1998
Social
Mobile Computing
Cloud Computing
2003
2006
Digital Marketing
Machine Learning
ServerlessMicroservices
2010 2016
2013
?
QuantumComputing
2030
Four Year Outlook - Technology Trends / Predictions*
Four Year Outlook - Technology Trends / Predictions*
*Gartner – May, 2018
IOT
95%of New Products
use IOT
2020
The Path to Seamless IoT
Source: Gartner
Lower Costs of Adding
IoT Devices
Easier to “Hide”
More Precise
More App
Interoperability
By 2021
3 Million IoT devices
purchased every hourSource: Gartner
The Smart Bottle Opportunity:
• More engaged communications with consumers at shelf and beyond triggered by the product itself (restaurants and bars)
How Does It Work?• Sensor tag can detect open and sealed state of bottle• Personalised content is triggered when a smartphone
(geolocation) reads the unique label via Near Field Communication (NFC)
• Allows bottle tracking across the supply chain to the point of consumption to ensure authenticity
Disruptive Qualities:• Can be used for timely marketing messages, promotional offers,
cocktail recipes and exclusive content• Brand relationship extended into where it didn't exist previously
Source: Gartner
Gain Deep Context and Insights Through Images* Increased Recognition Confidence
#person #dog
(Before 2010: Error Prone)
Source: Gartner
Gain Deep Context and Insights Through Images* Increased Recognition Confidence
#person #dog
(Before 2010: Error Prone)
Source: Gartner
#person #trees
#dog1 #road
#dog2
(After 2018: Error Free)
Gain Deep Context and Insights Through Images* Increased Recognition Confidence
#person #dog
(Before 2010: Error Prone)
Source: Gartner
#person #trees
#dog1 #road
#dog2
An Example a Bit Closer to Home…
My son, Chappell
Chappell’s friend, BenBens’ sister, and one of my older daughter’s best friends, Isa
Four Year Outlook - Technology Trends / Predictions*
IOT
95%of New Products
use IOT
2020
*Gartner – May, 2018
DISRUPTION
5 OF 7 Tech Giants Self-
Disrupt
2020
Recognizing Disruption*
Reinventing and Entering New Markets
Bypassing Barriers to Customers
Creating or Extending Ecosystems
Better Leverage New Technology
Finding New Revenue or Funding
Resetting the Game on Business Models
Source: Gartner
INCUMBENCY IS NO GUARANTEE OF SUCCESS
CHANGING CUSTOMER EXPECTATIONS
COMPETITION FROM UNEXPECTED PLACES
Chatbots / Robots
Analysis / Operational Workflows
Recommendation Engines (apps, kiosks)
What is the Role of AI?
Artificial Intelligence: The theory and development of computer systems
able to perform tasks normally requiring human intelligence, such as visual perception, speech recognition, decision-making, and translation
between languages.
English Oxford Living Dictionary
Four Year Outlook - Technology Trends / Predictions*
IOT
95%of New Products
use IOT
2020
*Gartner – May, 2018
DISRUPTION
5 OF 7 Tech Giants Self-
Disrupt
2020
AI
REAL OR FAKE?“Counterfeit
Reality”
2020
CONSIDERATION: Trust will shift from the validity of the data to the individual
that you choose to listen to.
“Counterfeit Reality” – Gartner’s definition of the digital creation of images, video, documents, or sounds that convince the user that the representations
are real that never occurred or never existed exactly as represented.
Source: Gartner
Fake Obama created using AI video tool - BBC News
YouTube Video from BBC Source: YouTube
Four Year Outlook - Technology Trends / Predictions*
*Gartner – May, 2018
IOT
95%of New Products
use IOT
2020
DISRUPTION
5 OF 7 Tech Giants Self-
Disrupt
2020
AI
REAL OR FAKE?“Counterfeit
Reality”
2020
TRUST
50%
Consuming More False
Information Than True
2022
Some Challenges Presented with Artificial Intelligence (AI)
AI will be at the center of our most trusted sources of truth.
Source: Gartner
Through 2021, AI-driven creation of "Counterfeit Reality," or fake, content will outpace AI's ability to detect it.
Considerations / Implications
More focus to detect what is created
Detection is harder than creation
Social media and tech giants will be key to maintaining integrity
Four Year Outlook - Technology Trends / Predictions*
IOT
95%of New Products
use IOT
2020
*Gartner – May, 2018
DISRUPTION
5 OF 7 Tech Giants Self-
Disrupt
2020
AI
REAL OR FAKE?“Counterfeit
Reality”
2020
TRUST
50%
Consuming More False
Information Than True
2022
BOTS / AI
50%Bot Development over
Mobile App Development
2021
Changing the
meaning of “Mobile” Android?
iOS?
Changing the
meaning of “Mobile”
Consider This:
By 2020, the average person will have more conversations with bots than with their partner or spouse.
Source: Gartner
“ By 2021, more than 50% of enterprise companies will spend more each year on
bots and chatbot creation than traditional mobile app development. “
Source: Gartner
ENGAGING GUESTS IN THE WAY THAT THEY SEEK TO BE ENGAGED
Four Year Outlook - Technology Trends / Predictions*
IOT
95%of New Products
use IOT
2020
*Gartner – May, 2018
DISRUPTION
5 OF 7 Tech Giants Self-
Disrupt
2020
AI
REAL OR FAKE?“Counterfeit
Reality”
2020
TRUST
50%
Consuming More False
Information Than True
2022
BOTS / AI
50%Bot Development over
Mobile App Development
2021
SEARCH
30%Visual and Voice Search
Drive Commerce Revenue
2021
The Shift in Search
By 2020, more than 50% of all searches will be visual or voice (20% will be visual)
Social is a starting point
By 2020, 500 million consumers will use voice-enabled conversational AI to purchase on digital
commerce platforms (160 million today).
By 2021, shifting guest engagement channels to include visual and voice search will increase
revenue through digital channels by 30%
Source: Gartner
Single Interactions Support Larger Journeys
Source: Gartner
Siloed Interactions
App Store Discovery
Single Interactions Support Larger Journeys
Source: Gartner
Siloed Interactions
App Store Discovery
Integrated Interactions
Personalised Content Search and Discovery
Thank You!Questions?
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