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ENHANCING THE CUSTOMER EXPERIENCE: SO WHAT COMES NEXT? 10/March/2015 By: Catherine Mayer

Enhancing the Customer Experience: so what is next?

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Page 1: Enhancing the Customer Experience: so what is next?

ENHANCING THE

CUSTOMER

EXPERIENCE:

SO WHAT COMES

NEXT?

10/March/2015

By: Catherine Mayer

Page 2: Enhancing the Customer Experience: so what is next?

2 | PASSENGER TERINAL EXPO 2015 | C MAYER| CONFIDENTIAL | © SITA 2015

AGENDA

• IT Predictions

• IT Trends

• New IT Solutions

Slide 2

Page 3: Enhancing the Customer Experience: so what is next?

3 | PASSENGER TERINAL EXPO 2015 | C MAYER| CONFIDENTIAL | © SITA 2015

Over 50 billion smart connections!

7.2 BILLION GADGETS Growing 5x Faster Than People

Page 4: Enhancing the Customer Experience: so what is next?

4 | PASSENGER TERINAL EXPO 2015 | C MAYER| CONFIDENTIAL | © SITA 2015

Source: Kevin Ashton, 1999

ALTERING REALITY AS WE KNOW IT…

Page 5: Enhancing the Customer Experience: so what is next?

5 | PASSENGER TERINAL EXPO 2015 | C MAYER| CONFIDENTIAL | © SITA 2015

HOW BIG IS BIG?

5

Sources: Digital Life/2013; Data Center Journal/2013

Page 6: Enhancing the Customer Experience: so what is next?

6 | PASSENGER TERINAL EXPO 2015 | C MAYER| CONFIDENTIAL | © SITA 2015

SITA AIR TRANSPORT IT TRENDS: Surveys & Reports

Airline IT Trends Survey

Airport IT Trends Survey

Passenger IT Trends Survey

Baggage Report

360 Report

Page 7: Enhancing the Customer Experience: so what is next?

7 | PASSENGER TERINAL EXPO 2015 | C MAYER| CONFIDENTIAL | © SITA 2015

SMARTPHONES ARE UBIQUITOUS

7

Globally, 97% Of

Passengers Carry a

Mobile Device

Page 8: Enhancing the Customer Experience: so what is next?

8 | PASSENGER TERINAL EXPO 2015 | C MAYER| CONFIDENTIAL | © SITA 2015

Yes, Would Definitely Use

May Use

% of Passengers Using New Mobile Services in Future

INTEREST IN ADDITIONAL MOBILE

SERVICES

Page 9: Enhancing the Customer Experience: so what is next?

9 | PASSENGER TERINAL EXPO 2015 | C MAYER| CONFIDENTIAL | © SITA 2015

INVESTMENT IN SERVICES THAT

ENABLE MORE PERSONALIZATION

ALL AIRLINES & AIRPORTS

% airlines/airports implementing and/or planning personalisation investment

On board wifi on passenger device

Wayfinding services

TODAY

2017

Targeted services via app using real

time data

Personalise trip via service

options in app

Customer relationship app

0%

20%

40%

60%

80%

100%

Page 10: Enhancing the Customer Experience: so what is next?

10 | PASSENGER TERINAL EXPO 2015 | C MAYER| CONFIDENTIAL | © SITA 2015

66% OF AIRPORTS TO PROVIDE

MOBILE ALERTS FOR TRAVEL

DISRUPTION BY 2017 %

of

Air

po

rts

Off

eri

ng

Serv

ice

s

Page 11: Enhancing the Customer Experience: so what is next?

11 | PASSENGER TERINAL EXPO 2015 | C MAYER| CONFIDENTIAL | © SITA 2015

A CONNECTED AIRPORT FOR

ALL CUSTOMERS % of Top 50 Airports with New Technology Initiatives by 2017

Note: Figures may not total 100% due to rounding

Page 12: Enhancing the Customer Experience: so what is next?

12 | PASSENGER TERINAL EXPO 2015 | C MAYER| CONFIDENTIAL | © SITA 2015

BUSINESS INTELLIGENCE ANALYSIS Focus On Airport Service Quality Reporting

% of Airports Conducting Business Intelligence Analysis

Airport service quality (ASQ) data

Retail spend analysis by route or retail shop

Capacity analysis and planning

Passenger flow forecasting

Retail spend versus passenger processing performance

Page 13: Enhancing the Customer Experience: so what is next?

SO WHAT COMES NEXT?

| PASSENGER TERINAL EXPO 2015 | C MAYER| CONFIDENTIAL | © SITA 2015

Page 14: Enhancing the Customer Experience: so what is next?

14 | PASSENGER TERINAL EXPO 2015 | C MAYER| CONFIDENTIAL | © SITA 2015 14

SMART DEVICES TO PROLIFERATE

CREATING A NETWORK OF SENSORS &

DEVICES

Page 15: Enhancing the Customer Experience: so what is next?

15 | PASSENGER TERINAL EXPO 2015 | C MAYER| CONFIDENTIAL | © SITA 2015

CREATING THE ATI INTERNET OF THINGS The “Connected Ecosystem”

Page 16: Enhancing the Customer Experience: so what is next?

16 | PASSENGER TERINAL EXPO 2015 | C MAYER| CONFIDENTIAL | © SITA 2015

ATI IoT CREATING “DATA LAKES”

ATI sensors generate HUGE amounts of data that can be used to better understand customers and optimize operations, business

Page 17: Enhancing the Customer Experience: so what is next?

17 | PASSENGER TERINAL EXPO 2015 | C MAYER| CONFIDENTIAL | © SITA 2015

LEVERAGE DATA USING BUSINESS

INTELLIGENCE

MONITOR

MEASURE

PREDICT

IMPROVE

Page 18: Enhancing the Customer Experience: so what is next?

18 | PASSENGER TERINAL EXPO 2015 | C MAYER| CONFIDENTIAL | © SITA 2015

COLLECT DATA FROM SENSORS,

DEVICES AND SYSTEMS

Page 19: Enhancing the Customer Experience: so what is next?

19 | PASSENGER TERINAL EXPO 2015 | C MAYER| CONFIDENTIAL | © SITA 2015

Cloud based - ‘Out-of-box’ usefulness -

Integrates interactive maps, dashboards,

alerts/notifications, decision-making tools

Security Wait Times Traffic (i.e. top duty free)

Temperature monitoring

with beacons

Capacity Forecasting/

Heat Maps

Post Security Visits

BUSINESS INTELLIGENCE: Day of Operations Integrated View of Entire Airport

Eco-system

Page 20: Enhancing the Customer Experience: so what is next?

20 | PASSENGER TERINAL EXPO 2015 | C MAYER| CONFIDENTIAL | © SITA 2015

BUSINESS INTELLIGENCE: Day of Travel Integration of Mobile Apps, Content,

Infrastructure

• Way-finding maps (airport POI , product

search via Locus Labs)

• Proximity via beacon registry

• FLIFO + bag claim

• Walk times to ? (gate, x, y, z)

• Security wait times

• Boarding passes

• Bag tracking

• Customer loyalty programs (e.g.

ThanksAgain)

• Location events

Page 21: Enhancing the Customer Experience: so what is next?

21 | PASSENGER TERINAL EXPO 2015 | C MAYER| CONFIDENTIAL | © SITA 2015

LAST YEAR

Page 22: Enhancing the Customer Experience: so what is next?

22 | PASSENGER TERINAL EXPO 2015 | C MAYER| CONFIDENTIAL | © SITA 2015

Drones to inspect aircraft

ROBOTS

Enhancing human activities to improve customer service . .

Page 23: Enhancing the Customer Experience: so what is next?

SUMMARY:

SO WHAT COMES NEXT?

| PASSENGER TERINAL EXPO 2015 | C MAYER| CONFIDENTIAL | © SITA 2015

Page 24: Enhancing the Customer Experience: so what is next?

24 | PASSENGER TERINAL EXPO 2015 | C MAYER| CONFIDENTIAL | © SITA 2015

MERGING THE BEST OF TECHNOLOGY

WITH THE BEST OF HUMANS…

• Proliferation of smart devices and sensors sharing

information

• Personalized information including advisories and

solutions for the disruption yet to happen

• Business intelligence to leverage data lakes and

provide the best services while optimizing

operations and business

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