‘Enhancing the Service Experience’

Meeting travellers expectations

beyond 2014

Vince Kerr

Contents

BEGIN

END

L3 Backgrou

nd

I

Competitive

Dimensions

II

Summary

Technology Trends

IV

Service Matrix

V

Delivery Platforms

VI

VII

Q & A

VIII ?

Customer Need

III

L3 Background• L-3 ASA is part of a US based global organisation with annual revenues of $12.6bn, specialising in Space, Transportation, Defence and Security Solutions. Recently acquired Data Tactics, a world leader in Big Data Analytics

• We have been developing solutions to enhance the Passenger experience of Airline and Rail customers for over 10 years and our portfolio includes;

• Passenger Information Systems , Content Management Systems

• Intelligent Maintenance Tools, Operations Management Systems

•Rail

• Turnkey solutions for Heathrow Express and Gatwick Inter-Terminal Transit Passenger Information System.

• Experience with Siemens, Bombardier and Hitachi

•Airlines

• Development and ongoing support of Passenger Entertainment Software for Swiss Airlines.

• Development of Passenger Entertainment Software for Panasonic Corporation in use with more than 15 airlines worldwide.

Rail and the competition

Metro

Commuting

Regional / Long Distance

Taxis, Buses

Private Cars, Buses

Private Cars, Aircraft

Competitive Dimensions - Pricing, Timetable/Convenience, Service Experience

Service Experience?

Japanese Train Station.mp4

Understanding customer need

Help me relax and improve my experience, provide distraction

Help me be productive

Make my life easier, give me

control

Journey Management

Communication

Entertainment

Two of the top 3 countries for Smartphone use globally are in the GCC – UAE and KSA

76% of air travellers carry their Smartphone with them

Social Media usage in the GCC area is among the highest in the world (90+%)

62% of air travellers use social media

Air Travel has set the standard for technology enabled service – mobile booking, e-tickets, itinerary management, online seat selection, mobile check-in

4 of the 5 most important services they want are Journey Information – the other is Entertainment

The connected traveller

Sources: Google, SITA & Accenture

1. Mobile Booking

2. Clear pricing

3. Real-time journey information

4. Prepared to pay for additional services

5. Customised Offers

70% would use a smartphone to book travel

Want best deals clearly shown

Provide information to enable them to avoid delays – SMS and email preferred channel

Connecting their own devices andpaid for ‘Infotainment’ top of the list

Prepared to share personal data Source: Accenture Western Europe Rail Traveller Survey : 2012

Customer expectation

Key technology enabled trends

Source: McKinsey Global Institute – Ten IT Enabled business trends for the decade ahead : 2013

Building a service matrixJourney Management

Communication

Entertainment

Retail / Advertising

Metro Wayfinding, Connections, Q Avoidance, Delay info and

mgt

Phone, SMS and Email

Distraction (push) – News

Headlines, Weather, Local

Information

Advertising

Commute As Above As Above As Above + BYOD (Pull) for

internet surfing, itinerary

management

Advertising, onward journey Ticket Purchase

Regional / International

As above and Destination Info, Travel itinerary management,

Events info and booking

Border Clearance

As Above plus video calling

e.g. Facetime, Skype

As above and Cached volume

content i.e. Movies, TV,

Sporting Events

Advertising, Infomercials,

Tickets, events, hotels etc.

Delivery platforms

1. Crew ‘App’

2. Remote System Management

3. Passenger ‘App’

4. Onboard screens and distribution incl. Bandwidth Mgt

5. Customer Insight

System Mgt, Social media response, Journey information, Customer Profiles

Content Management, Real-time diagnostics, ‘self booked’ maintenance

Journey Mgt incl. Booking, ticketing, seat preference. Personal profile management, loyalty scheme engagement

Enable BYOD and limited WiFi ‘Offloading’, provide cache-ing and distribution for high volume content

Data Analytics, Segmentation and Personalisation

Summary

Competition is varied- Understand where and with what you are

competing, the needs are different

Customer expectation is very high- but there is a hierarchy of need – journey

management is critical

It is a ‘connected audience’ and will become more so

- But more is not necessarily better – avoid information overload

Ultimate Goal

For integrated communication and entertainment services to underpin the Service Experience in rail travel for the 21st Century

HX0611 HexTV promo Low Saudi.mp4

Growing Business in the KSA• In 2013, recognizing the

strategic importance of the region and the Kingdom of Saudi Arabia, L-3 made the decision to establish one of its five, global corporate offices in Riyadh.

• After months of planning and effort, L-3 Saudi Arabia, LLC will open in June 2014.

• Working closely with our Saudi customers to identify and refine requirements; then partnering with the “right” local businesses to meet those requirements, together we will achieve future success.

L-3 Saudi Arabia, LLC4th floor, Faisaliah Tower

Riyadh Kingdom of Saudi Arabia

Come and see us on stand C3 in the exhibition area