“Think global act local” ‘Co-operation: not only a challenge, but a necessity ’ Transport and Travel Workshop Wednesday 24th May 2000

The Value of Tourism on the Internet % of the total e-commerce % of the total e-commerce % of the total e-commerce

Digitale Revolution in Tourism playing field is changing geografic bounderies are fading/ distances are disappearing bounderies between branches are fading (financial services)

Digitale Revolution in Tourism rules are changing power is shifting to the consumer transparency of prices consumer decides about own his information mouth to mouth becomes a strong PR instrument

Digitale Revolution in Tourism players are changing new players intermediars under pressure

Digitale Revolution in Tourism New players

Digitale Revolution in Tourism visitors 1 million a week revenue 2 $ million a week 1999 revenue 16 $ million a week 2003 new players; an example launch MSN Expedia joint venture with American Express for business travel market expected revenue on-line travel agents 29 $ billion!

Digitale Revolution in Tourism intermediairs under pressure - unlimited information available - direct booking facilities - taylormade products available - 24/7 - fare trackers - click and go

The Answers Principle starting points: consumer is the central focus point: –one-stop-shopping community –Internet is more than an information medium from geografic- to interest-segmentation

The Answer One stop shopping Consumer information, communication, transaction, entertainment Product one type of payment for different products

The Answer one to few Consumer personalisation relevant product Product segmentation know your customer

The Answer Co-operation a necessity Transport Entertainment Accommodation Info on: Contents Tariff Time Quality Capacity The four functionalities Information Transaction Communication Entertainment Reserve Book Pay Obtain Exchange ideas, tips and experiences Chat Play Be surprised Laugh Win

The Answer Co-operation a necessity The three elements plane, boat, train, tram, underground, car, motorbike maps culture: museum, theatre, cinema, concert Sports and games: amusement, parks, zoos, events City: shopping, going out, wining & dining Nature: water, beach, wood Hotel, motel, campingsite, bungalow park, youth hostel, bed&breakfast Information Transaction Communication Entertainment Transport Entertainment Accommodation

Which emerging technologies need to be further developed and/or integrated to improve both the tourism business chain and the operation of individual actors (e.g. DMO, TA, TO) ? Search engines Trackingsystems Booking engines Content management tools Consumer profiling databases Affiliate programmes Individual reservation systems Electronic information devices

How can we better exploit and contibute to the forthcoming steps the convergence of IT, Telecom, Multimedia? Cooperation / Collaboration Travelindustry versus media/telecom/IT/transport Mobile devices (WAP): XML-based contentmanagementtools Interactive TV / Web TV/ Programming on demand

What will be the innovative services for the future tourists ? Electronic Information devices: WAP / Palm-like Locators - GIS (Geographic Information Systems): Tickets Hotels Museums (lastminute ) Restaurant/bars (Heineken) etc

What type of actions should be undertaken at European level? Customer protection framework Standarization trough customer interaction (communities) Support initiatives with local content provider with non-profitable content (SME/local information) but only as part of a larger cooperation Support consumer driven initiatives Support individual driven collaboration

Do we need more fundatental research in some areas? Is there any emerging basic research result which could be promising? Phocuswright Knowledge Centre/database (multimedia support) use succesfull examples (create franchise concept) combination of academic world & industry –(IT/Media/Contentproviders/Telecom/Providers)

Where to put the priorities in the short/mid/long term ? Short: accessibility (free access for all) new role DMO & ETC customer protection framework/fund Mid: International collaboration –Intelligent knowledge base for others Long: 1 = 6 Integrated systemmodels