Digital Magic in the Magic Kingdom: Transforming the Disney Theme Park Experience

Size: px
Start display at page:

Download "Digital Magic in the Magic Kingdom: Transforming the Disney Theme Park Experience"

Transcription

1 Digital Magic in the Magic Kingdom: Transforming the Disney Theme Park Experience Andrew T. Stephen This case study is intended to be used as a basis for class discussion rather than to illustrate either effective or ineffective handling of an administrative situation. Opinions expressed herein are entirely those of the author, and are based on publicly available information and data Andrew T. Stephen

2 Introduction The Disney theme park experience whether it is at the Magic Kingdom in Walt Disney World in Orlando, FL or the original Disneyland in Anaheim, CA or one of the newer parks, such as the Shanghai Disney Resort (opening in 2016) is designed to be an immersive, exciting, and definitely magical experience for guests. Disney famously wants the reality created inside its theme parks to be better than the reality that exists outside. For decades, people have been flocking to Disney theme parks and resorts around the world. And they continue to do so. For example, in 2014, Disney theme parks globally had million visitors, 1 and the four most-visited theme parks in the world were Disney parks. The number one park was the Magic Kingdom at Walt Disney World in Orlando (19.3 million guests). 2 At the four theme parks that anchor the Walt Disney World Resort in Orlando Magic Kingdom, EPCOT, Animal Kingdom, and Hollywood Studios attendance growth over recent years has been good (see Exhibit 1), particularly given that the U.S. economy had been climbing out of recession and the theme park industry is a mature one. Despite this kind of stability, which has been fairly typical over the years expect during macroeconomic downturns, and the dominant market share enjoyed for decades by Disney s theme parks (particularly in the United States), executives at Walt Disney Parks and Resorts (the business unit of The Walt Disney Company that runs Disney s theme parks), grew concerned in the mid-2000s about longer-term existential threats to their seemingly successful formula of family fun in massive, immersive, carefullycreated destinations with expensive attractions and complex operations. They realized that their model was at risk of getting tired and outdated due to shifts in technology usage and how consumers engaged with brands and experiences due, in large part, to smartphones and social media. Disney World was seriously at risk of becoming irrelevant to the next generation of tech-oriented guests. What If We Become Irrelevant? In the mid-2000s, Disney Parks and Resorts executives started to worry that Disney World was a burning platform because, as they saw it, shifts in technology were changing how consumers interacted with brands including their own. 3 Some version of the same problem was being faced by many companies around the world, of course, not only Disney Parks and Resorts. Nevertheless, executives did not want to miss out on capturing newer, younger guests. They realized, however, that they had a seriously analog product in an increasingly digital world. The worry was that, while kids parents might find the Disney experience nostalgic or quaint, their kids who have a multitude of entertainment options at their fingertips would not. Thus, the key metric of intent to return was under serious threat. After some initial technology research in 2007, in February 2008 executives formed a secret team to work on reinventing the Disney World experience in order to keep it 1 Themed Entertainment Association & AECOM (2015), Global Attractions Attendance Report for Carousel_Of_Progress

3 relevant. Then president of Disney World, Meg Crofton, along with Jay Rasulo (then the chairman of Disney Parks and Resorts) and Al Weiss (then the president of Disney Parks), tasked a small team of business development, Imagineering, and technology/it executives with this challenge. The executives felt that guests experienced many pain points that slowed down their progression through the theme parks, kept them waiting in seemingly endless lines, and just made the overall visit experience far from ideal and enjoyable. This, coupled with the non-tech nature of the parks that might be a turn off for the new generation of guests, was what the executives saw as threats to guest satisfaction and intent to return. After pouring over data and other resources that enabled them to assess how families navigate the parks and spend their time, they started brainstorming about how they could change. Officially, executives called this the Next Generation Experience (NGE) project. Project NGE and the xband The NGE team, still working secretly, were told that they could rethink everything, with the goal of figuring out how to use technology in smart ways to alleviate many of the common guest pain points that dampen intent to return. In other words, the team had to figure out how to digitally enhance the Disney World guest experience. One of the major types of pain points experienced by guests was having to carry around lots of things park entry tickets, ride FastPass tickets, money, hotel room keys, and more. To address this the team wondered if some kind of wearable smart device could instead be used by guests, similar to the then-popular Nike+ activity tracking wristband. After fleshing out this idea, the NGE team created a rudimentary prototype system featuring a wearable device codenamed xband. The device was based on RFID technology and operated as a contactless card that put multiple functions (payments, ticketing, hotel keys, personal information) on a single wristband. Although this wasn t going to solve all the pain points that worried executives, the NGE team started to grow excited about the potential of the xband as a central part of their bigger digital transformation project. This device later became the MagicBand (see Exhibit 2). The project started to gain momentum, now that they had the central concept of the wristbrand RFID device in place. Through 2010, the team was developing uses for the device and conceived of the concept of having both short- and long-range sensors throughout the parks that would read the devices. The short-range sensors would be used for transactional purposes, such as making a purchase (akin to tapping a contactless credit or debit card on a reader in a retail store), opening a hotel room door, or gaining entry to the park or a particular ride. The long-range sensors would be used for tracking purposes basically seeing where guests are at any point in time. The team felt that if they knew more accurately and in real time where concentrations of guests were, park operations staff could react quickly to mitigate, for example, crowding. And because the team envisaged guests having to register their wristbands and provide some personal information, they would also have rich data that would tell them not only what guests were doing but, to some degree, who guests

4 are. This was unprecedented for Disney and the NGE team felt that this could truly deliver on their charge of reinventing the Disney Parks experience. It Better Work By 2010 the NGE team had grown and moved into a 12,000 sqft soundstage at the Hollywood Studios park in Orlando. They built what they called a living blueprint for R&D that allowed them to test out their ideas in various scenes representing all stages of the guest journey. They had a family living room with an imac computer where parents would book their tickets for the family trip to Disney World on a new website. Then the family s wristbands would be delivered to their home before they embarked on their trip to Orlando. Following that, there was a mock-up arrival area of Orlando International Airport to simulate transiting from flight arrivals to Disney Resort shuttle buses. After that, a Disney hotel check in counter and a hotel room. And then there were in-park experience mock-ups: main entrance, retail shops, restaurants, and even a small version of the Haunted Mansion attraction. This may have been overkill but this was used to show-off how the technology would work to senior executives, such as CEO Bob Iger, and eventually also to board members such as Sheryl Sandberg. The NGE leadership referred to this as selling the vision and it seemingly worked very well. However, their vision was very ambitious. After a March 2010 tour, Bob Iger reportedly told the NGE team to reduce their ambitions and focus only on NGE at Disney World. Despite that he was supportive, but cautiously told the team, It better work. After more visits throughout 2010 and multiple iterations and tweaks, in February 2011 the NGE project was pitched to The Walt Disney Company s board of directors. Bob Iger was willing to back this ambitious project that was intended to enhance the Disney World guest experience through wearable technology. The board agreed and approved an investment of $1 billion in the project, which was now called MyMagic+ and included the MagicBand device, as well as a website and mobile app on the guest side, plus all the IT infrastructure hardware and software needed to make the system work seamlessly. Although the original plan was for a February 2012 rollout, this date came and went. Instead, the system was being built and tested throughout 2011 and 2012, and implementation was announced in January It would roll out incrementally throughout 2013, while bugs were fixed along the way, and then eventually be fully completed in the first half of Initial Success and What s Next? After finally completing the rollout and integration of MyMagic+ at Walt Disney World in Orlando, executives started to wonder when and how their $1 billion in digital transformation of the classic Disney theme park experience would be recouped. Early signs pointed to some efficiencies. For example, Disney claims that the wristband system has cut turnstile transaction times by 30% and has allowed for increased park capacity. Disney researchers who survey guests about experiences have also found that in attractions with queuing areas that have interactive features enabled by MyMagic+, guests perceived shorter wait times a 35 minute wait felt more like a 15-

5 20 minute wait. 4 Research also showed that intent to return metrics were up and that guest satisfaction was in the 70% range. Overall, it seems that replacing guests paper tickets and wallets with an RFID-enabled wristband and a massive hardware and software infrastructure needed to make it work perfectly, always was achieving the initial goal set back in 2008 to enhance guest experiences by alleviating pain points. Indeed, Tom Staggs, former chairman of Disney Parks and Resorts and now Chief Operating Officer of The Walt Disney Company, sees MyMagic+ as a successful digital transformation of the Disney parks experience that meets the goals they intended to achieve. In January 2015 MagicBands reached a milestone of 10 million bands having been used. This was a fairly rapid uptake over the course of just under a year after the rollout was complete. However, reports suggest that not much has really changed compared to life without MyMagic+ (beyond the basic conveniences). For example, digitally enhanced ride experiences or personalized interactions with Disney characters or cast members have not materialized, despite being part of what the NGE team had envisaged. As 2016 began, with a sense that Disney might have built a technology platform that fails to live up to its potential, executives set about considering a number of serious questions about the future of MyMagic+. They also, more generally, were thinking about what should be done next to further digitally enhance the guest experience to make sure the Disney theme park experience stays relevant to up-and-coming guest segments. Specifically, some of the questions being asked were: Is Disney utilizing the MyMagic+ platform to its full potential? What does the future hold for MyMagic+? How should Disney leverage this technology in order to further digitally enhance the guest experience? What should Disney do next in terms of digital enhancements of the guest experience? Are the MagicBands still going to be important or will guests use other kinds of devices/wearables? How can they assess whether they are recouping their $1 billion investment? 4 Disney World Senior Vice President Jim MacPhee, quoted in Fast Company. Tomorrowland

6 Exhibit 1: Annual Visitors to Disney World & Year-on-Year Changes % % 3.00% % Annual Visitors ('000s) % 1.50% 1.00% 0.50% Year-on-Year Change % -0.50% % % Exhibit 2: Disney MagicBands

Walt Disney World Resort Modified DAS Message and FAQ 4/30/2015

Walt Disney World Resort Modified DAS Message and FAQ 4/30/2015 Walt Disney World Resort Modified DAS Message and FAQ 4/30/2015 Accommodating Guests with Disabilities Disney Parks have an unwavering commitment to providing a welcoming and inclusive environment and

More information

MagicBands WHAT ARE MAGICBANDS?

MagicBands WHAT ARE MAGICBANDS? Disney s FastPass+ service allows you to book advance reservations for experiences and attractions in the theme parks at the Walt Disney World Resort. FastPass+ fully launched in 2014, and the service

More information

Disney s MagicBand. The Most Magical Wearable on Earth

Disney s MagicBand. The Most Magical Wearable on Earth Disney s MagicBand The Most Magical Wearable on Earth Disney s MagicBand provides entry into its theme parks, hadles front- of- the line passes, enables cashless purchases, and much more Most recently,

More information

Disney: Making Magic Through Digital Innovation

Disney: Making Magic Through Digital Innovation Disney: Making Magic Through Digital Innovation An Organization that has Taken Digital to Heart Any sufficiently advanced technology is indistinguishable from magic. - Arthur C. Clarke Magic is something

More information

Disney s ITIL Journey. Glen Taylor, Vice President of Technology, Architecture and Security, Parks & Resorts, The Walt Disney Company

Disney s ITIL Journey. Glen Taylor, Vice President of Technology, Architecture and Security, Parks & Resorts, The Walt Disney Company Disney s ITIL Journey Glen Taylor, Vice President of Technology, Architecture and Security, Parks & Resorts, The Walt Disney Company AXELOS.com Case Study October 2010 Disney Contents Introduction 3 Disney

More information

First, go to www.disneyworld.com Then go to My Disney Experience in the upper right corner

First, go to www.disneyworld.com Then go to My Disney Experience in the upper right corner First, go to www.disneyworld.com Then go to My Disney Experience in the upper right corner Please note, if you have ever had an account at ANY Disney site, that will work for this, or you can create a

More information

EMV Transit White Paper The Ticket to Global Mobility

EMV Transit White Paper The Ticket to Global Mobility EMV Transit White Paper The Ticket to Global Mobility Date: 07.11.2011 Author: Giesecke & Devrient Contactless cards enable easy ticket purchases in public transit systems worldwide The year is 2014 and

More information

Financial Analysis Behind the Magic at Walt Disney World Resort

Financial Analysis Behind the Magic at Walt Disney World Resort Financial Analysis Behind the Magic at Walt Disney World Resort Stephanie Janik Vice President Operations Finance Walt Disney World Resort Kevin Lansberry Vice President Downtown Disney Operations Walt

More information

Taking IT out of the corner. ITIL success puts Müller Dairy IT in the driving seat

Taking IT out of the corner. ITIL success puts Müller Dairy IT in the driving seat Taking IT out of the corner ITIL success puts Müller Dairy IT in the driving seat Introduction product range which has revolutionised the world of yogurts as we knew it, but also in its skilful marketing

More information

The Business Value of Meetings: Test Your Knowledge Jack J. Phillips PhD Chairman, ROI Institute, Inc.

The Business Value of Meetings: Test Your Knowledge Jack J. Phillips PhD Chairman, ROI Institute, Inc. The Business Value of Meetings: Test Your Knowledge Jack J. Phillips PhD Chairman, ROI Institute, Inc. The Issue The recession has brought radical changes to the meetings and events industry. With the

More information

THEME: God desires for us to demonstrate His love!

THEME: God desires for us to demonstrate His love! Devotion NT320 CHILDREN S DEVOTIONS FOR THE WEEK OF: LESSON TITLE: The Gift of Love THEME: God desires for us to demonstrate His love! SCRIPTURE: 1 Corinthians 13:1-13 Dear Parents Welcome to Bible Time

More information

Retaining/Growing Existing Accounts. Real Challenges, Real Solutions. Gain a Competitive Edge with Credit/Debit. Success Stories

Retaining/Growing Existing Accounts. Real Challenges, Real Solutions. Gain a Competitive Edge with Credit/Debit. Success Stories Retaining/Growing Existing Accounts Real Challenges, Real Solutions. Gain a Competitive Edge with Credit/Debit Success Stories Executive Summary Market opportunity: A large national operator at a major

More information

Chunking? Sounds like psychobabble!

Chunking? Sounds like psychobabble! Chunking? Sounds like psychobabble! By Sarah Frossell Published in Rapport Magazine Winter 1998 So much of the business world depends on the fast, free flow of information but does the unit size the information

More information

Copyright LisaCashHanson.com

Copyright LisaCashHanson.com Hi, itʼs Lisa. I want to say how totally excited I am to have you with me. I know your time is valuable and I promise to deliver tips that you can begin using right away. My Email List Building Empire

More information

Technology Innovations at New York City Transit

Technology Innovations at New York City Transit Technology Innovations at New York City Transit Customer Communication 20 th Century Static signage, paper schedules 21 st century Interactivity, two way communication, personal customization, REAL TIME!

More information

International Association of Amusement Parks and Attractions. International Association of Amusement Parks and Attractions

International Association of Amusement Parks and Attractions. International Association of Amusement Parks and Attractions International Association of Amusement Parks and Attractions IAAPA is made up of more than 4,000 members in 90 countries and work through a series of volunteer committees to provide services in four areas:

More information

The Essential Guide to: Risk Post IPO

The Essential Guide to: Risk Post IPO S TRATEGIC M ARKETS G ROWTH The Essential Guide to: Risk Post IPO Embracing risk for reward Introduction So you ve made it you have taken your business public. It s been a rollercoaster ride and you have

More information

Ocean Park Launches First Phase of Wi-Fi Service Covering 12 Attractions and Facilities to Enhance Guest Experience and Conservation Messages

Ocean Park Launches First Phase of Wi-Fi Service Covering 12 Attractions and Facilities to Enhance Guest Experience and Conservation Messages Press For Immediate Release Ocean Park Launches First Phase of Wi-Fi Service Covering 12 Attractions and Facilities to Enhance Guest Experience and Conservation Messages (Hong Kong 29 October 2015) Ocean

More information

Mobile Apps. Advocates of Change for Customer Experience

Mobile Apps. Advocates of Change for Customer Experience Mobile Apps Advocates of Change for Customer Experience CONTENTS Introduction...3 About Mobile Apps...4 Customer Centric Apps...4 Mobile Apps in Customer Centric Industries...5 Insurance...5 Healthcare...6

More information

Hotel Operations Partner

Hotel Operations Partner Hotel Operations Partner Good evening everyone. Thanks so much for taking time out of your busy lives to celebrate with us. Because after all the time and experiences we ve had getting our beautiful Inn

More information

GOLD COAST VISITOR PROFILE AND SATISFACTION REPORT. Summary of results NOVEMBER 2013

GOLD COAST VISITOR PROFILE AND SATISFACTION REPORT. Summary of results NOVEMBER 2013 GOLD COAST VISITOR PROFILE AND SATISFACTION REPORT Summary of results NOVEMBER 2013 3 GOLD COAST VISITOR PROFILE AND SATISFACTION REPORT: SUMMARY OF RESULTS Visitors to the Gold Coast that participated

More information

Copyright 2011 - Brad Kendall

Copyright 2011 - Brad Kendall Copyright 2011 - Brad Kendall Introduction!4 Are you a commodity or an expert?!6 How to become an Expert!18 Pick your field of expertise!19 Pick something that already interests you!19 Make sure you know

More information

Using sentence fragments

Using sentence fragments Lesson 8 Descriptive Essays Description is not a distinct mode of writing, like expository, narrative, and persuasive, but the ability to write descriptively is essential to a host of writing genres. Many

More information

Activities & Transfers

Activities & Transfers Activities & Transfers Seize the Opportunity Activities & Transfers is a $64 Billion dollar market.* 80% of vacationers shop for travel activities online.* Rates up to 58% below retail. Travelers are booking

More information

A global research paper from Travelport and ACTE

A global research paper from Travelport and ACTE Inspiring Insight The real impact of mobile on the corporate travel program A global research paper from Travelport and ACTE The real impact of mobile on the corporate travel program Executive introduction

More information

Branding Experts on Guest Reactions to Marriott-Starwood Acquisition

Branding Experts on Guest Reactions to Marriott-Starwood Acquisition ROOMS HOTELS Branding Experts on Guest Reactions to Marriott-Starwood Acquisition Dan Peltier, Skift - Nov 17, 2015 8:00 am @djpeltier What will happen to Starwood's Sheraton brand with the Marriott acquisition?

More information

THE EVOLUTION OF CARD PAYMENTS IN THE TOURISM SECTOR

THE EVOLUTION OF CARD PAYMENTS IN THE TOURISM SECTOR THE EVOLUTION OF CARD PAYMENTS IN THE TOURISM SECTOR globalpaymentsinc.co.uk Page 2 3 FOREWORD Keeping up to date with consumers ever increasing appetite for faster, easier ways to pay throws a number

More information

cprax Internet Marketing

cprax Internet Marketing cprax Internet Marketing cprax Internet Marketing (800) 937-2059 www.cprax.com Table of Contents Introduction... 3 What is Digital Marketing Exactly?... 3 7 Digital Marketing Success Strategies... 4 Top

More information

Buying Local. Contents. What is buying local?

Buying Local. Contents. What is buying local? Buying Local What is buying local? Buying local is the purchase of locally made products and services from your local area. It includes encouraging and offering opportunities for your guests to buy local

More information

Queue Management There is no magic in managing theme parks!

Queue Management There is no magic in managing theme parks! Taken from: http://multimotions.websystems.nl/eng/index.html Queue Management There is no magic in managing theme parks! By Peter van Lith - 29-May-2002 Introduction Many theme parks are suffering from

More information

HOW THEY ARE SHOPPING NOW

HOW THEY ARE SHOPPING NOW HOW THEY ARE SHOPPING NOW Current trends and challenges in digital retailing An NCR white paper Are you ready for today s retailing? It s not just about what consumers want to buy. It s about how they

More information

Cinda Daly. Who is the champion of knowledge sharing in your organization?

Cinda Daly. Who is the champion of knowledge sharing in your organization? This interview is recreated here by permission from HDI, a UBM Americas company. The interview first appeared in SupportWorld, November/December, 2014. Knowledge Management at Coveo: Transparency and Collaboration

More information

W I N T E R 2 0 0 9 $ 5. 9 5

W I N T E R 2 0 0 9 $ 5. 9 5 WINTER 2009 $5.95 getaway story by Randy Hess photos by Kenneth Boone Alabama Getaway BobandJanHarrisfind Lake Martin has lots of waysto pleasethem when is a second house not a second house? when you find

More information

Top 10 Factors That Will Increase Conversion Rates

Top 10 Factors That Will Increase Conversion Rates Top 10 Factors That Will Increase Conversion Rates Top A 3VR 10 Factors WHITEPAPER That Will Increase Conversion Rates 1 Customer Insights We should be using technology to understand who our customers

More information

THE ADVENTURE TO MIAMI, FLORIDA

THE ADVENTURE TO MIAMI, FLORIDA THE ADVENTURE TO MIAMI, FLORIDA These kids from Nebraska are going to a totally new place in United States, Miami Florida. Not sure what to expect we were all nervous and had a certain sense of excitement,

More information

Understanding Short Breaks Topline Findings

Understanding Short Breaks Topline Findings Understanding Short Breaks Topline Findings Insert Doc 1. Consumers experience of the downturn and recovery Some optimism beginning to emerge for some, with a sense that they can make plans for the year

More information

Designing a Customized E-learning Solution for a Worldwide IT Company

Designing a Customized E-learning Solution for a Worldwide IT Company Customer Success Stories TEKsystems Global Services Designing a Customized E-learning Solution for a Worldwide IT Company INFORMATION TECHNOLOGY TRAINING AND EDUCATION SERVICES Executive Summary TEKsystems

More information

Bottleneck. Breaking. the ST. LOUIS

Bottleneck. Breaking. the ST. LOUIS SMART BUSINESS ST. LOUIS Insight. Advice. Strategy. How to lead with fight or flight theory in mind Effective content strategies can empower you Sometimes it s good to believe in magic Breaking the Bottleneck

More information

TRAVEL CRM D E L I V E R I N G T H E P E R F E C T M E S S A G E A T T H E P E R F E C T T I M E 30/01/2014 GARETH EDWARDS

TRAVEL CRM D E L I V E R I N G T H E P E R F E C T M E S S A G E A T T H E P E R F E C T T I M E 30/01/2014 GARETH EDWARDS TRAVEL CRM D E L I V E R I N G T H E P E R F E C T M E S S A G E A T T H E P E R F E C T T I M E 30/01/2014 GARETH EDWARDS CONTENTS What is CRM?... 3 CRM for travel companies... 3 Providing Insight...

More information

Goal Setting. Your role as the coach is to develop and maintain an effective coaching plan with the client. You are there to

Goal Setting. Your role as the coach is to develop and maintain an effective coaching plan with the client. You are there to Goal Setting Your role as the coach is to develop and maintain an effective coaching plan with the client. You are there to Brainstorm with the client to define actions that will enable the client to demonstrate,

More information

The Power of Relationships

The Power of Relationships The Power of Relationships How to build long-lasting customer relationships to help you do more business 2014 Copyright Constant Contact, Inc. 14-3931 v1.0 Helping Small Business Do More Business When

More information

Freedom The Studio Pilates International franchise network

Freedom The Studio Pilates International franchise network Freedom The Studio Pilates International franchise network Freedom Create the lifestyle you ve always wanted and do it in style with a Studio Pilates International franchised studio. I lost 18kg in 8

More information

NUMBER 7 OCTOBER 1998. Harmonizing the Cultures of the Pittsburgh Symphony Orchestra. Robert Stearns

NUMBER 7 OCTOBER 1998. Harmonizing the Cultures of the Pittsburgh Symphony Orchestra. Robert Stearns HarmonyTM FORUM OF THE SYMPHONY ORCHESTRA INSTITUTE NUMBER 7 OCTOBER 1998 Harmonizing the Cultures of the Pittsburgh Symphony Orchestra by Robert Stearns To subscribe to Harmony or provide support to the

More information

THE GOTHIA CUP SWEDEN JULY 14 TH JULY 22 ND 2007

THE GOTHIA CUP SWEDEN JULY 14 TH JULY 22 ND 2007 THE GOTHIA CUP SWEDEN JULY 14 TH JULY 22 ND 2007 Tour Overview: Spend time in Sweden and participate in The Gothia Cup one of the largest youth soccer tournaments in the world. It is played in Gothenburg,

More information

Building Your Herbalife Business. By Craig & Caroline Tsutakawa Executive President s Team Members

Building Your Herbalife Business. By Craig & Caroline Tsutakawa Executive President s Team Members Building Your Herbalife Business By Craig & Caroline Tsutakawa Executive President s Team Members Herbalife The Best Present! Dream Box If money was not an issue, what would you put in you box of dreams?.

More information

Superbike Surgery Ltd

Superbike Surgery Ltd Filecamp Case Study Superbike Surgery Ltd Jim Wright-Roberts Superbike Surgery Ltd superbikesurgery.co.uk There was a time when marketing firms, advertising agencies, in-house studios, photographers, and

More information

Our clients are tapping social media to generate brand awareness and create emotional connections.

Our clients are tapping social media to generate brand awareness and create emotional connections. he power of social media and social technology is being felt throughout organizations today much in the way the internet influenced the way we did business in the early 1990s. In the beginning, expanding

More information

PAYMENTS AND HOSPITALITY. globalpaymentsinc.co.uk

PAYMENTS AND HOSPITALITY. globalpaymentsinc.co.uk PAYMENTS AND HOSPITALITY globalpaymentsinc.co.uk Page 2 3 FOREWORD The payments industry is changing like never before. A number of mega trends are combining to create a perfect storm which, as a consequence,

More information

How to create even more authority and presence using the web. Your ultimate weapon to getting and sustaining change.

How to create even more authority and presence using the web. Your ultimate weapon to getting and sustaining change. Change Management Consultant Guide Bonus ebook How to create even more authority and presence using the web Your ultimate weapon to getting and sustaining change 1 Stuart Corrigan Vanguard Scotland Ltd

More information

[COMPANY PROFILE] Company Profile

[COMPANY PROFILE] Company Profile Company Profile 1 HiLITE Builders HiLITE group, founded by a team of professionals that joined in the late nineties has its business operations based at Calicut. Teamed with professionals equipped with

More information

PRESENTATION TALKING POINTS (FOR ENGINEERS)

PRESENTATION TALKING POINTS (FOR ENGINEERS) PRESENTATION TALKING POINTS (FOR ENGINEERS) SLIDE 1 TALKING TO HIGH SCHOOL GIRLS ABOUT ENGINEERING 1. Welcome participants to the Engineer Your Life Workshop. 2. Introduce yourself and share why you are

More information

Leveraging Data to Improve Performance

Leveraging Data to Improve Performance Debit Portfolio Optimization Rising to the Challenge Leveraging Data to Improve Performance Business Solutions That Deliver 1 Measurable Results Brought to you by PULSE InSights Executive Summary Financial

More information

Chapter 1: The Principles of Successful Trading

Chapter 1: The Principles of Successful Trading Chapter 1: The Principles of Successful Trading Over many years of trading, I ve found certain principles to be true. Understanding and using basic principles provides an anchor of sanity when trading

More information

Everything was done manually. If you wanted to know where a file was, you had to ask who had it, said Miami Legal Group attorney Danay Acevedo.

Everything was done manually. If you wanted to know where a file was, you had to ask who had it, said Miami Legal Group attorney Danay Acevedo. CASE STUDY The Firm Founded in 2011, Miami Legal Group is a law firm that specializes in Personal Injury cases on a contingency basis. Immigration, Family Law, and Wills & Trusts comprise the remaining

More information

The Psychology of Travel Consumer Behavior

The Psychology of Travel Consumer Behavior The Psychology of Travel Consumer Behavior January 2003 The Strategic Travel Action Resource or STAR is a timely, topical, brief report replacing what was currently referred to as an Industry Report. The

More information

A YEAR IN REVIEW. Solid Results and Constant Innovation at Comcast Cable

A YEAR IN REVIEW. Solid Results and Constant Innovation at Comcast Cable 2014 was another year of fantastic growth and success for Comcast. We delivered solid consolidated growth in revenue and operating cash flow, generated over $8 billion in free cash flow and increased cash

More information

mobile commerce challenge or opportunity?

mobile commerce challenge or opportunity? mobile commerce CHALLENGE or OPPORTUNITY? the unstoppable mobile revolution 2 Consumers Mobile Love Affair Over 1.1 billion smartphone users worldwide. emarketer, May 2013 Ever since smartphones and tablets

More information

Internet Marketing 100 Success Secrets

Internet Marketing 100 Success Secrets Internet Marketing 100 Success Secrets Internet Marketing 100 Success Secrets - Online Marketing's Most asked Questions on how to Manage Affiliates, Techniques, Advertising, Programs, Solutions, Strategies

More information

Leading U.K. Retailer, John Lewis, Pilots Unique Cisco StyleMe Fashion Mirror To Help Capture More Cross-Channel Shoppers

Leading U.K. Retailer, John Lewis, Pilots Unique Cisco StyleMe Fashion Mirror To Help Capture More Cross-Channel Shoppers Leading U.K. Retailer, John Lewis, Pilots Unique Cisco StyleMe Fashion Mirror To Help Capture More Cross-Channel Shoppers Executive Summary CUSTOMER John Lewis INDUSTRY Retail CHALLENGES Make the online

More information

The Future is Contactless

The Future is Contactless Contactless Implementation and Benefits The Future is Contactless One of the most exciting new applications to be launched in the payment world is contactless payment. The technology is already available

More information

T-MOBILE USES SOCIAL MEDIA ANALYTICS TO BOOST EFFICIENCY

T-MOBILE USES SOCIAL MEDIA ANALYTICS TO BOOST EFFICIENCY T-MOBILE USES SOCIAL MEDIA ANALYTICS TO BOOST EFFICIENCY The Dutch T-Mobile has been active on social media for almost 5 years now. Initially, their focus was on forums, which have now been accompanied

More information

The Strategic Importance of Current Accounts

The Strategic Importance of Current Accounts The Strategic Importance of Current Accounts proven global expertise The Strategic Importance of Current Accounts THE STRATEGIC IMPORTANCE OF CURRENT ACCOUNTS With more than sixty-five million active personal

More information

Payment Methods: What International Consumers Want, Need and Expect

Payment Methods: What International Consumers Want, Need and Expect Payment Methods: What International Consumers Want, Need and Expect By First Data and Market Strategies International 2011 First Data Corporation. All trademarks, service marks and trade names referenced

More information

Integrated Mobile Customer Experience (IMCx) Vision (Part 1) An Altivon White Paper. 2014 Altivon

Integrated Mobile Customer Experience (IMCx) Vision (Part 1) An Altivon White Paper. 2014 Altivon Integrated Mobile Customer Experience (IMCx) Vision (Part 1) An Altivon White Paper 2014 Altivon Integrated Mobile Customer Experience (IMCx) Vision (Part 1) Look around just about anywhere and you will

More information

Driving Outstanding Post-Implementation Performance with Optimisation Services Transform Your Business With Salmon Ecommerce Services

Driving Outstanding Post-Implementation Performance with Optimisation Services Transform Your Business With Salmon Ecommerce Services Driving Outstanding Post-Implementation Performance with Optimisation Services Transform Your Business With Salmon Ecommerce Services www.salmon.com 1 DRIVING OUTSTANDING ECOMMERCE PERFORMANCE Over 25

More information

Salesforce Implementation Services Little differences. Big results.

Salesforce Implementation Services Little differences. Big results. Salesforce Implementation Services Little differences. Big results. We Go Above and Beyond Just Software Little differences, big results. Even the best software is just that - software - if it s not implemented

More information

The 2013 Traveler. November 2013. google.com/think

The 2013 Traveler. November 2013. google.com/think The 2013 Traveler November 2013 WHAT WE WANTED TO KNOW How have the attitudes and behaviors of leisure and business travelers changed over the past year? 2 WHAT WE FOUND The Traveler s Mindset Travelers

More information

THE FUTURE OF MOBILE PAYMENTS

THE FUTURE OF MOBILE PAYMENTS THE FUTURE OF MOBILE PAYMENTS A Study of UK Consumers by Prepaid International Forum INTRODUCTION Mobile payments are an exciting new area of prepaid services that have received much hype in the media

More information

Dream Granting Guidelines. Trips to New York City

Dream Granting Guidelines. Trips to New York City Dream Granting Guidelines Trips to New York City So the child asked for a trip to New York City, what do you do now??? Obviously you ll have to get a few details from the family: what does the child want

More information

Online Resources Business 101

Online Resources Business 101 Version 2.0 Online Resources Business 101 Box Office Poll...1 Box Office Poll: Making Charts...2-3 Top Ten List: Movie-Making Programs.....4 Short Answer Assessment Questions.....5 Lemonade Stand Story-Telling

More information

combining innovative business IT services and consumer technology to inspire the new digital economy The Atos Samsung Alliance

combining innovative business IT services and consumer technology to inspire the new digital economy The Atos Samsung Alliance The Atos Samsung Alliance combining innovative business IT services and consumer technology to inspire the new digital economy Your business technologists. Powering progress The Atos and Samsung alliance

More information

Making Friends at College

Making Friends at College Unit 1 1 Making Friends at College Study Buddies Passage 02 One of the most challenging aspects of college life is finding the right balance between social and academic activities. Everyone wants to have

More information

USABILITY FIRST FROM THE FRONTEND TO THE BACKEND

USABILITY FIRST FROM THE FRONTEND TO THE BACKEND Notitia 27/ 2014 User-Centered Software Design Interview 7 USABILITY FIRST FROM THE FRONTEND TO THE BACKEND In the era of smartphones and virtually unlimited technical possibilities, usability is key.

More information

Top 10 Best Practices for Implementing Your Corporate Travel Program

Top 10 Best Practices for Implementing Your Corporate Travel Program The Implementation Process is the foundation for a successful travel program. At Egencia, we ve found that by following a series of best practices, companies can set the stage in these first, critical

More information

So You d Like a Sport Psychology Consultant to Work With Your Team? Three Key Lessons Learned from Olympic Teams

So You d Like a Sport Psychology Consultant to Work With Your Team? Three Key Lessons Learned from Olympic Teams So You d Like a Sport Psychology Consultant to Work With Your Team? Three Key Lessons Learned from Olympic Teams Sean McCann, Senior Sport Psychologist, United States Olympic Committee I first started

More information

www.aspireeurope.com

www.aspireeurope.com The blueprint has been one of the key concepts within the Managing Successful Programmes framework since it was first released in 1999. In 2007 it had a chapter dedicated to it, which has been enhanced

More information

An Interview with the President. Last November JR East announced New Frontier 21. What messages did you seek to convey in this new mediumterm

An Interview with the President. Last November JR East announced New Frontier 21. What messages did you seek to convey in this new mediumterm An Interview with the President Mutsutake Otsuka, President and CEO, explains about the medium-term business plan, New Frontier 21, which actualizes JR East s running leap into the 21st century. Last November

More information

Mobile Commerce for Multichannel Retailers

Mobile Commerce for Multichannel Retailers White Paper An Introduction to Mobile Commerce for Multichannel Retailers This paper is written for retailers who have some experience in ecommerce and want to find out more about the growth and opportunities

More information

Theme Parks: Riding the Social Media Rollercoaster

Theme Parks: Riding the Social Media Rollercoaster Theme Parks: Riding the Social Media Rollercoaster Introduction Social media marketing is the fastest growing form of marketing in history Dynamics between brands and consumers have changed Todays consumers

More information

LESSON TITLE: Jesus Visits Mary and Martha THEME: Jesus wants us to spend time with \ Him. SCRIPTURE: Luke 10:38-42

LESSON TITLE: Jesus Visits Mary and Martha THEME: Jesus wants us to spend time with \ Him. SCRIPTURE: Luke 10:38-42 Devotion NT249 CHILDREN S DEVOTIONS FOR THE WEEK OF: LESSON TITLE: Jesus Visits Mary and Martha THEME: Jesus wants us to spend time with \ Him. SCRIPTURE: Luke 10:38-42 Dear Parents Welcome to Bible Time

More information

I m in the Principal s Seat, Now What??? Five Things You Can Do Tomorrow To Create an Exemplary School

I m in the Principal s Seat, Now What??? Five Things You Can Do Tomorrow To Create an Exemplary School I m in the Principal s Seat, Now What??? Five Things You Can Do Tomorrow To Create an Exemplary School VISIBILITY If you listen to nothing else, you need to internalize the importance of the leader s VISIBILITY.

More information

TOY STORY MANIA. Legend of Jack Sparrow LITTLE MERMAID. Stage Show. Disney Jr. on Stage. Brown Derby. Starring Rolls. Main Entrance.

TOY STORY MANIA. Legend of Jack Sparrow LITTLE MERMAID. Stage Show. Disney Jr. on Stage. Brown Derby. Starring Rolls. Main Entrance. Theatre Seating Lights, Motors, Action! Mama Melrose s Muppet Vision 3D Toy Story Pizza Planet STAR TOURS 3D Streets of America Studio Catering Honey I Shrunk the Kids Sci-Fi Drive-In Backlot Tour ABC

More information

Mobile Contactless Payments and Data Privacy

Mobile Contactless Payments and Data Privacy Data Privacy Purpose We are on the cusp of the next major evolution in consumer payments. In the not too distant future, it is likely we will be making payments using our credit and debit cards embedded

More information

PERFORMANCE MATTERS CONSUMER INSIGHTS FROM THE UNITED KINGDOM

PERFORMANCE MATTERS CONSUMER INSIGHTS FROM THE UNITED KINGDOM PERFORMANCE MATTERS CONSUMER INSIGHTS FROM THE UNITED KINGDOM In the new hyperconnected world, we no longer go online, we are online. The ubiquity of mobile devices, the increase in WiFi availability and

More information

Leveraging the Internet of Things in Marketing

Leveraging the Internet of Things in Marketing Leveraging the Internet of Things in Marketing Index 3 3 4 4 5 5 6 6 Introduction The Internet of Things outlook IoT and marketing Wearables: Reaching customers anywhere Location-based marketing RFID tags

More information

Cisco StyleMe Virtual Fashion Mirror

Cisco StyleMe Virtual Fashion Mirror Cisco StyleMe Virtual Fashion Mirror How New Consumer Behaviors Are Enabling Retailers To Revitalize Their Stores by Combining the Virtual and Physical Worlds Written by Lisa Fretwell Solution Developed

More information

DART Mobile App Go Pass

DART Mobile App Go Pass 1 DART Mobile App Go Pass 2 Agenda Overview of DART Mobile ticketing procurement Technology/Business aspects Ticket purchase process Launch 3 DART Rail System Map 4 Mobile Application Procurement Objectives

More information

Capitalize on Mobile Commerce by Optimizing the Mobile Shopping Experience

Capitalize on Mobile Commerce by Optimizing the Mobile Shopping Experience Capitalize on Mobile Commerce by Optimizing the Mobile Shopping Experience Capitalize on Mobile Commerce - Optimize the Mobile Shopping Experience 2 TABLE OF CONTENTS INTRODUCTION 3 THE IRRESISTIBLE RISE

More information

Five Ways Retailers Can Profit from Customer Intelligence

Five Ways Retailers Can Profit from Customer Intelligence Five Ways Retailers Can Profit from Customer Intelligence Use predictive analytics to reach your best customers. An Apption Whitepaper Tel: 1-888-655-6875 Email: info@apption.com www.apption.com/customer-intelligence

More information

What really drives customer satisfaction during the insurance claims process?

What really drives customer satisfaction during the insurance claims process? Research report: What really drives customer satisfaction during the insurance claims process? TeleTech research quantifies the importance of acting in customers best interests when customers file a property

More information

SALES EMAIL TEMPLATES. for prospecting, scheduling meetings, following up, networking, and asking for referrals.

SALES EMAIL TEMPLATES. for prospecting, scheduling meetings, following up, networking, and asking for referrals. 36 SALES EMAIL TEMPLATES for prospecting, scheduling meetings, following up, networking, and asking for referrals. INTRODUCTION: A LOST OPPORTUNITY Here was the scenario: We make a valuable connection

More information

Walt Disney World Operating Hours* January 2017

Walt Disney World Operating Hours* January 2017 1/1/17 1/2/17 1/3/17 1/4/17 1/5/17 1/6/17 1/7/17 Magic Magic Magic Magic Magic Magic Magic 9am - 9am - 9am - 9am - 9am - 9am - 9am - 9am - 9am- 9am - 9am- 9am - 9am- 9am - 9am- 9am - 9am- 9am - 9am- 9am

More information

Solution Showcase 2016

Solution Showcase 2016 Solution Showcase 2016 Two taps booking Making travel and hospitality booking truly mobile, Scanovate's has developed a mobile image-based registration solution designed specifically for the business needs

More information

The Business Case for Integrated ERP and Job Management

The Business Case for Integrated ERP and Job Management The Business Case for Integrated ERP and Job Management Table of Contents Executive Overview 3 Challenges of Make-To-Order Manufacturers 3 On-Time Delivery 3 Profitability 3 Disparate Software Systems

More information

Walt Disney World Operating Hours* November 2016

Walt Disney World Operating Hours* November 2016 11/1/16 11/2/16 11/3/16 11/4/16 11/5/16 Magic Magic Magic Magic 9am - 9am - 9am - 9am - Magic 9am - 9am - 9am- 11am- 9am - 9am- 11am- 9am - 9am- 11am- 9am - 9am- 11am- 9am - 9am- 11am- Extra Magic Hours

More information

Waste or Win? The Case for Just-in-Time Marketing

Waste or Win? The Case for Just-in-Time Marketing Waste or Win? The Case for Just-in-Time Marketing 2 Waste or Win? The Case for Just-in-Time Marketing Waste or Win? The Case for Just-in-Time Marketing CMOs estimate that fewer than 20 percent of the people

More information

Case Study 1: Paid Search Wars by John Sharp and Des Laffey

Case Study 1: Paid Search Wars by John Sharp and Des Laffey Case Study 1: Paid Search Wars by John Sharp and Des Laffey Once an innovator in the industry, Yahoo s company direction has shifted over the years from that of leader to that of a follower in the search

More information

Building a Unique Total Rewards and HR System For A Unique Company At

Building a Unique Total Rewards and HR System For A Unique Company At Building a Unique Total Rewards and HR System For A Unique Company At Since Starbucks isn t your typical company, this isn t a typical case study. Rather than focusing on a single reward program or even

More information

Case Study / A consistent approach to transforming mindset that changes the face of retail one smile at a time

Case Study / A consistent approach to transforming mindset that changes the face of retail one smile at a time Case Study / Over 5,000 Vodafone sales staff and managers equipped with new attitude and skill set to deliver an outstanding customer experience across 17 countries. A consistent approach to transforming

More information

businessenglishpod.com The Business English podcast for professionals on the move

businessenglishpod.com The Business English podcast for professionals on the move businessenglishpod.com The Business English podcast for professionals on the move Business News 11 iphone Launch Today, were talking about Apple s new mobile phone the iphone actually it s a combination

More information