SAP Update

Transcript

Johnny Thorsen:So we're entering a kind of a phase where we're going to see what I'm calling predictive search, and that basically means that technology will pick up that I go to Barcelona every year for the Mobile World Congress. I've done that the last 5 years, so a month before the event I get a message asking if I'm going again. and here is a click, ready-to-book itinerary, and it's kind of— it's helping me doing it without any planning. Yes. And then we're also going to see what I'm calling chatbots or travelbots that will effectively allow me to communicate in a very simple, open language, and it'll give me the information back I'm looking for. So I think airlines are waking up to the fact that they need to be better at sharing the data they're sitting on. The data represents opportunity to help me being smarter, being more efficient, and rather than the airline trying to do it all for me, which is not their core business. They should let me share the data to others without any pain. And once they do that, I decide what services I want to get on top of the airline service. The new channel will allow airlines to do things that are really personalized. On a website, it's hard for them to really go deep with me, but on a mobile device, they know exactly who I am and they know my historic preferences. So they can literally customize down to how I pay. I might want to use bitcoins, I might want to use credit card, I might want to use points. They will know what I normally do and offer me something that is not available in the other channels. We have a new technology platform, Consumer Insight, that basically allows us to monitor the location of a given mobile subscriber. However, nobody is recognized individually. All the data are pooled into groups of people, and then you can look at the data pattern for a given group. So there's no privacy issues. But it allows us to say, where did you start your day before you came to the airport? Or where did you come from when you went to see the Super Bowl final in San Francisco recently? And looking at this data will give us a lot of new knowledge about people's pattern of behaviour, and over time you can start predicting more accurately what you're going to do next time. So I think we're going to see what I'm calling, you know, a super app. Instead of me having one app for each airline, which I don't want as a mobile user. I want one app that gets all the information exactly the way it's required, and then that new— I'm calling it an AMC, an app management company— will provide me with the services that I'm demanding, all based on a universal profile. I don't want my data to be sitting in 100 systems. I want one profile, and then I want to control who can access my data and for what purpose.

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