Presentación de PowerPoint · like everyone else Guest Expectations . Multi-Screen Experience 156M...

Empowering the

Canada’s 2nd Largest & Most Preferred Airline

85+ Destinations, 100+ Aircraft

9th Largest Carrier in North America

Manoj Jasra Digital Director, WestJet

Stress Free Travel

Overview Contextual Experiences

Deep-linking

Intelligent Integrations

Leveraging Data

Clear Communication

Communication Considerations

Growth of social messaging

continues to sky rocket

New channels for support and

marketing have emerged

Preferences vary across

countries and demographics

Research & Booking

I should be able to research

& book however I want to

I expect the experience to

be intuitive and quick

I expect you to remember

me

I don’t want to be treated

like everyone else

Guest Expectations

Multi-Screen Experience

156M People Engage

with Travel Content

Across Platforms

Personas and Audiences

“The Business

Traveler”

“The Thrifty

Traveler”

“The Family

Traveler” “The Experience

Traveler”

Pre Trip

Pre Trip Day of trip = day of frenzy

Time to leave, time / map to

airport

Transportation / Parking

Checklist (personal items,

travel documents, etc…)

At the Airport

At Airport Way Finding / iBeacons

Key Information: Boarding

Passes, Flight Status,

Gates

Security lines

Time until next event

In Flight

In Flight Airlines are innovating

Enhanced Experiences

Bring your own device

Content / Streaming Media

WiFi

Payment Onboard

Thank You