EDITOR’S COMMENT
CONTENTS SEPTEMBER 2021
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TRAVOLUTION.CO.UK FRONT COVER: SHU HUTTERSTOCK/ANTTONIART
Innovation is more essential than ever
TRAVOLUTION INNOVATION REPORT 2021
04 NEWS Amadeus, Tui Musement,
wbe.travel
08 PANEL DISCUSSION Covid impact according to six tech suppliers
13 HOSPITALITY The ‘Connected Hotel’: Duve’s David Mezuman
16 HAS PANDEMIC BURST BIG DATA? Data analysis is key: Mabrian’s Carlos Cendra
18 COMMENT Innovation imperative, says Sykes’ Adam Platt
22 CUSTOMER INSIGHTS Four strategies by Nezasa’s Manuel Hilty
25 AVIATION TECHNOLOGY Comment by IBS Software’s Kanu Aravind
28 FORGING THE FUTURE Covid fuels change: Publicis Sapient’s Nick Shay
30 OVERVIEW OF 2020 Sector slashes IT spend by 36% to £1.16bn
50 GLOSSARY 'HfiQLWLRQV PHWKRGRORJ\ DQG GDWD VRXUFHV
According to Wikipedia, American Airlines is one of three big US corporates that has pursued exnovation, the opposite of innovation, to improve organisational performance. Exnovation is when a process or product has been standardised to such an extent that it ensures further change or improvement is not possible. That a leading corporation in travel
is associated with the opposite of LQQRYDWLRQ ZLOO IXHO WKH FRQfiUPDWLRQ bias of those convinced the sector fails the innovation test. But since this report was last published in February 2020, when the scale of the Covid-19 crisis was unthinkable, change has been constant for all in travel. The Oxford Languages dictionary
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says ‘innovation is crucial to the continuing success of any organisation’. Based on that, we need to hope we are on the cusp of an age of innovation. However, as our analysis shows,
PDQ\ fiUPV KDYH UHGXFHG WKHLU investment in IT at the very time they need to be at their most innovative. But innovation comes in many
forms and does not necessarily need KXJH EXGJHWV 6R KRZ GR fiUPV innovate in the time of Covid? The answer comes down to
partnerships. At Travolution, we wanted to play
RXU SDUW VR ZH KDYH EXLOW WKH fiUVW online marketplace dedicated to travel tech and digital services suppliers. From an initial listing of 200 suppliers, we plan to grow and build more features and you can join us on our own journey of change by FUHDWLQJ \RXU SURfiOH
at weare travolution. com.
INTERNATIONAL TRADE 2020
THE QUEEN’S AWARDS FOR ENTERPRISE:
LEE HAYHURST TRAVOLUTION EDITOR
TRAVOLUTION.CO.UK — SEPTEMBER 2021 — 3
SEPTEMBER 2021 in partnership with
supported by ®
INNOVATION REPORT 2021
Unmasking the trends: A study of innovation and technology investment by the UK travel industry in the time of Covid
TRAVOLUTION.COM
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