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1 09/28/12
Customer Stream The customer is in charge!
2 8 4 09/28/12
Passenger Experience: Get Ready
3
Stephan Copart Project Manager Fast Travel, IATA Matthias Koch Customer Ground Experience, Air France Rob Broere VP – IT PSS and Passenger Experience, Emirates Tyler Craig, Vice President and General Manager NCR Travel and Gaming
4
Passenger Experience: Get Ready
It’s all about great preparation!
01 Pre-travel
02 Ticket
Issuance
03 Check-in
04 Document
Check
05 Authorization
to proceed
06 Baggage
processing
07 Immigration exit control
08 Security access
09 Security
screening
10 Flight
Re-booking
11 Boarding
12 Immigration entry control
13 Baggage collection
14 Customs
Document Check
Flight
Arrival
Departure
Transfer
5
6
7
Would this not be better?
Easy Simple Fast Helpful Friendly Quick Intuitive Speedy Personal Relaxed
Smart Stress-less Thoughtful Rapid Safe Convenient
8
↗ Passenger Data ↗ Check-in
↗ Baggage drop-off ↗ Travel Document Check
Get Ready! What are the challenges?
9 4 09/28/12
Get Ready! What do passengers want?
want either to use biometrics / ePassport as their token or to get their boarding pass off airport
want to use self-tagging at home or at a kiosk
The overall majority of respondents are interested in providing their passport details in advance
10
What do passengers want?
11
12 09/28/12
4 09/28/12
Get Ready State of the Industry
13
Vision: 80% of Global passengers will be offered a complete suite of self-service options
Fast Travel Program
Mandatory Optional
14
Fast Travel Green Airlines
SAS 48 Air New Zealand 1
Air France 13 American Airlines 1
Air Canada 12 Etihad Airways 1
Qantas Airways 6 IBERIA 1
SWISS 6 KLM 1
Lufthansa 4 New Alitalia 1
Air China 2 Royal Jordanian 1
Alaska Airlines 3 Shandong Airlines 1
British Airways 2 Shenzhen Airlines 1
15
TOP
15
Fast
Tra
vel A
irlin
es
SK - Scandinavian Airlines Systems 92% QF - Qantas Airways 70% AC - Air Canada 65% AF - Air France 62% LX - Swiss International Air Lines 58% EY - Etihad Airways 51% KL - KLM Royal Dutch Airlines 50% RJ - Royal Jordanian Airline 49% LH - Deutsche Lufthansa 47% IB - IBERIA 46% CA - Air China 34% AS - Alaska Airlines 33% NZ - Air New Zealand 32% BA - British Airways 8% SC - Shandong Airlines 5%
% of A
irline Passengers offered w
ith Fast Travel
16
0%
10%
20%
30%
40%
50%
60%
70%
80%
2010 2011 2012 2013 2014 2015 2016 2017 2018 2019 2020
Fast Travel Global Capability Roadmap
20%
40%
50%
17
Advanced Passenger Information Required by over 50 countries
Lack of Global alignment Message format Exchange mechanisms Data elements
Cost IT Systems Fines
Passenger Data
18
Is the amount spent per year per airline as the cost of passenger data (including fines and system maintenance and updates)
Passenger Data
19
Kiosks
Web
Mobile
Check-In
20
of passengers are offered with self-service check-in
Check-In AL / AP Pairs
21
Passenger departing from these regions
Check-In
50%
77% 72%
48%
70%
40%
94%
34%
57% 58%
35%
44%
29%
88%
19% 28% 30%
8%
38%
18%
49%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Africa Asia Pacific Europe Mena North Asia The Americas US
22
An airline offering the ability for a passenger to self-scan travel documents to perform automated verification of the travel document data against travel data requirements
Document Check
23
of passengers are offered with self-service document check
Document Check AL / AP Pairs
24
Passenger departing from these regions
Document Check
6%
31% 31%
22%
58%
26%
70%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Africa Asia Pacific Europe Mena North Asia The Americas
US
25
Bags Ready to Go
Self Tagging Bag Drop
Would you like to be able to print your bag tag at home as you print your web boarding pass today?
26
Question
1- Yes 2- No
27
of passengers are offered with self-tagging
Bags Ready to Go AL / AP Pairs
28
Passenger departing from these regions
Bags Ready to Go
0%
8%
24% 22%
6% 11%
2% 0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Africa Asia Pacific Europe Mena North Asia The Americas
US
29 09/28/12
4 09/28/12
Thank You Stephan Copart Project Manager, Fast Travel [email protected] Tel: +41 22 770 28 32
30 09/28/12
Matthias Koch
Customer Ground Experience Air France
Ready To Fly
ready to fly the future customer ground
experience
bringing the customer ground experience to the next level
Matthias Koch, Air France
Beyond the hubs ?
Basic self services are on track ...
Self Check-In
Self Document Check
Ready to Drop
Self Boarding
Self Recovery
what is next ?
Basic self services are on track ...
more self service ?
Basic self services are on track ...
(Self) Service Origin of SERVITIUM
Latin, condition of a slave
5 ’ from curbside to boarding ?
the future ground experience will be ...
# 1 off airport
# 2
intuitive and
seamless
# 3 connected
# 4 people centric
# 1 off airport
choose seat, check in, tag bag, drop bag, doc check,
immigration, security check, boarding
choose seat, check in, tag bag, drop bag, doc check,
immigration, security check, boarding
choose seat, check in, tag bag, drop bag, doc check,
immigration, security check, boarding
choose seat, check in, tag bag, drop bag, doc check,
immigration, security check, boarding
automated (no more) check-in ?
book and buy
get your boarding token
check-in customer value ?
automated (no more) check-in
book and buy
get your boarding token
book and buy, choose your seat
get your boarding token
check-in
off airport tagging
Home printed bag tag Permanent bag tag
# 2 intuitive and seamless
single token
PNR
Biometrics
Boarding
+ PNR
Immigration Security Check Point
nfc
# 3 connected
Pax contact data
# 4 people centric
our business is about people
Rob Broere VP – IT PSS and Passenger Experience
Emirates
Ready to Fly Managing passenger data
across stakeholders
57
09/28/12
Tyler Craig Vice President and General Manager,
NCR Travel and Gaming
Frequent Flyer To Frequent Buyer
58
09/28/12
Frequent Flyer to Frequent Buyer How retail and financial best practices
are transforming the traveler experience
Tyler Craig VP and General Manager
NCR Travel
NCR Confidential 60
NCR understands consumer interactions
• ATMs
• Consulting Services
• Financial Kiosks
• Branch Solutions
• APTRATM Software
• Payment Solutions
• Mobile banking
• Internet banking
• eCommerce integration
• Self-Service Solutions
• POS and other assisted-service solutions
• Software, Consulting and Services
• Specialty Retail
• Email marketing
• Mobile alerts
• eCommerce integration
• Cloud based retail solutions
Pax Processing • Check-in/out • Booking/ticketing • Bag processing • Service recovery • Gate & Boarding • Security Information Management • Digital signage • Wayfinding • Enterprise Management Merchandising • Marketing • Payments • Coupon redemption • Green initiatives
• Telecom CPE Solutions
• Telecom Retail Solutions
• SI & OEM Collaborative Service Solutions
• Cross-industry Cisco-based Solutions
Financial Services
No. 1 in ATMs
No.1 in Automated Deposit
No. 1 in ATM Multi-vendor Software
No. 1 Self Check-out
No. 2 ePOS Terminals
4 of the top 5 US airlines use NCR self check-in
2.2M mobile barcode transactions a month
No. 1 in US airline/airport self check-in kiosks >80% share
Top-10 Maintenance Hardware Support
Top-10 Global Outsourcer
No. 1 Hospitality in North America
• POS Solutions
• Multi-channel POS/Ordering
• Inventory Management
• Loyalty & Stored value
• Marketing Services
• Preference-based email marketing
• Payment Services
• Loss Prevention
• Customer Voice
• Site-based security services
Retail Hospitality Travel Telecom and Technology
NCR Confidential 61
Common challenges
Much like those of a retailer or bank
• Driving ancillary revenues
• Processing customers more efficiently
• Capturing payments and managing cash
• Improving customer satisfaction/loyalty
"The airline industry is caught between trying to satisfy passengers who demand low prices, providing passengers with high-quality service and comfort, and contending with the economic realities of profitably operating an airline." Stuart Greif, a J.D. Power and Associates vice president.
NCR Confidential 62
Adopting a retail mindset…
Cash management
• When was the last time you were able to make a pre-flight or onboard purchase with cash?
• 60% Germany, 53% U.S. consumers would like to be able to use cash for purchases prior to (such as upgrades, bag fees) and while on board the plane (food, entertainment).*
• What about in the airport?
• 14% of French consumers said cash is their preferred method of payment when shopping at the airport.
• Prepaid card load volume is forecast to exceed $1 trillion by 2016**
Large retailers are cashing in by selling prepaid debit cards to accommodate this growing market, and airlines and airports have an opportunity to extend that same convenience.
* 2012 ORC International Research for NCR
** McKinsey Global Payments Practice
NCR Confidential 63
Adopting a retail mindset…
Airports and airlines can maximize spending potential and mitigate fear of missed flights by implementing interactive wayfinding and digital signage technology.
Interactive wayfinding
38% think airports have great shops
23-35% said it’s difficult to find stores, restaurants, lounges
1 in 5 either missed a flight, or made it just in time because of shopping, dining or using other airport facilities
NCR Confidential 64
Adopting a retail mindset…
Targeted offer delivery
• Retail or food discount coupons delivered to their mobile or paper boarding pass
• Self-checkouts that enabled them to pay for their merchandise quickly
• Endless aisle technology that facilitates purchase of an extended range of items via touchscreen in the airport
• Click and collect services that let them buy merchandise online and collect it at the airport or have it delivered to their destination
Airlines and airports can drive even greater retail activity among this captive audience by employing online, web and kiosk-based technologies to target offers and cut wait times.
NCR Confidential 65
Adopting a retail mindset…
Reaccommodation
• Approximately half of all consumers have had a flight cancelled or delayed.
• Among those, nearly 1 in 3 had to wait over an hour to be rebooked.
• An average of >60% found reaccommodation process stressful, unclear or both.
Retailers that make it as simple for customers to return or exchange an item have more loyal customers. Passengers want that same control over their flying experience. Airlines and airports can improve passenger loyalty by giving travelers greater control over managing flight disruptions.
Percentage who had to wait over an hour to be rebooked
NCR Confidential 66
Cross-industry concepts
Automated retailing
• Passengers may not shop, dine for fear of missing flight or getting lost
• Why not bring goods and services to them?
• Click and collect
• Dispensing of luxury goods/duty free
• Books/newspapers/magazines, food/drink, and souvenirs/gifts and duty-free purchases most frequent within an airport
• among the most frequent.
• Self-service kiosks
• Extend reach of airport tenants, duty free, in-flight shopping
“Retail offerings are expanding beyond duty-free and souvenir shops as U.S. airports shift toward a retail-focused model common in Europe and Asia…” Retail Shopping is Taking Off at the Airport – WSJ June 30, 2012
NCR Confidential 67
Cross-industry concepts
Pre-board banking
• ATMs in gate area
• Denomination of destination
• Cash for cab, rail, bellhop
• Little bit of local currency
• Interactive teller for additional financial services like travel insurance
“The growing proliferation of ATM's around the world means that the local currency is usually as close as the nearest cash machine. But this is not always the case. If you're traveling to a developing country or you're not sure if an ATM will be available, it's a good idea to have some local currency on hand even before you leave home.” Independenttraveler.com
NCR Confidential 68
Cross-industry concepts
Social seat change • Why not extend social to the gate?
• Empower passengers to swap seats
• Sponsored by airline
• Greater convenience, simplicity
“50% of travel brands surveyed agreed that they have generated direct bookings from social media.” EyeforTravel
NCR Confidential 69
Best practice
“In order to meet the demands of demanding travelers – whose expectations are shaped by experiences in a wide range of industries – airlines should look sideways in order to understand how standards are being set by other industries, as well as learn from the expertise from companies operating in other sectors.” Airline Passenger Experience Association (APEX) Blog – June 11, 2012
Tyler Craig [email protected] ncr.com/travel WPS Booth #15
“Retail continues to be very important to passengers, and Dubai Duty Free (DDF) continues to provide a world class retail offer to passengers using Dubai International Airport. For DDF, products such as NCR RealPOS point-of-sale solutions enable us to offer a fast and convenient check-out to the millions of passengers using the airport.” Ramesh Cidambi, Senior Vice President, IT & Logistics, Dubai Duty Free.
Networking Break Sponsor
Passenger Experience: Set Moderator: ↗Paul Behan, Head, Passenger Experience,
IATA Speakers: ↗Lisa Angiolelli, Project Manager,
Passenger Facilitation, IATA ↗Guido Peetermans, Project Manager,
Checkpoint of the Future, IATA
73 8 4 09/28/12
Passenger Experience: Set
74
Passenger Experience: Set
Checkpoint of Today and Checkpoint Of the Future!
01 Pre-travel
02 Ticket
Issuance
03 Check-in
04 Document
Check
05 Authorization
to proceed
06 Baggage
processing
07 Immigration exit control
08 Security access
09 Security
screening
10 Flight
Re-booking
11 Boarding
12 Immigration entry control
13 Baggage collection
14 Customs
Document Check
Flight Arrival
Departure
Transfer
75
Airport Security
The good old days? Today
76
Key Facts and Figures
Global passengers traffic Expected to increase by 5.8% annually
Global Security Tax US$ 6.05 per passenger; US$ 16.3 Billions of global security tax
Delays caused Long queues at security cause take-off
delays and represent a poor image to the travelling public
Additional resources is not always the solution
77
Queuing times at Security Checkpoint
World Average
78
Passenger Throughput Number of Passenger walking through AMD
Pre-9/11 today 350
149
250
60
lowest highest average
79 09/28/12
Lisa Angiolelli
Project Manager Passenger Facilitation IATA
The Checkpoint of Today
80
Improving Passenger Flow
Process Study ZHR, CDG, LHR, CPH to identify best practices
Data Collection 142 Airports world wide aiming at identifying the
current situation and determine potential solutions Documents established Recommended Practice and Implementation Guide Report on data analysis
Airport Diagnosis To identify bottlenecks and root causes
2010 2012
2011
81
Passenger Process Flow - Preparation Area
WTMD
X-Ray
X-Ray
Access Queue Prepare Screening Re-pack Exit
BOTTLE NECK
Prepare
82
Passenger Process Flow - Screening Area
WTMD
X-Ray
X-Ray
Access Queue Prepare Screening Re-pack Exit
BOTTLE NECK
Screening
83
Passenger Process Flow – Re-pack Area
WTMD
X-Ray
X-Ray
Access Queue Prepare Screening Re-pack Exit Re-pack
BOTTLE NECK
84
Addressing the Bottlenecks
There is not a one size fits all solutions To improve passenger flow the following key
elements have to be considered: Terminal design, layout and configuration Passenger mix (business, leisure, families with children) Government specific regulations Cultural issues
A variety of solutions exist
85
Passenger Information - Access
Posters Smart phone app Videos
Zurich Airport London Heathrow Copenhagen Airport
86
Queuing Arrangements Single queue serving multiple screening positions
X-Ray
X-Ray
X-Ray
X-Ray
X-Ray
X-Ray
Access Queue Screening Egress
X-Ray
X-Ray
Fast Track (Premium)
All categories
Families and Assistance needed
X-Ray
X-Ray
X-Ray
X-Ray
X-Ray
X-Ray
Access Queue Screening Egress
X-Ray
X-Ray
X-Ray
Families and Assistance needed
X-RayFast Track (Premium)
All categories
2 single queue serving multiple screening positions
Dedicated screening lanes for families and persons needing assistance Dedicated screening lanes for Business/First/Premium Passengers
87
Secondary Search – away from primary lane
WTMD
X-Ray
X-Ray
Access Queue Prepare Screening Re-pack Exit
Secondary Search
Secondary Search
Passenger Flow
88
Re-pack area – tables and chairs
WTMD
X-Ray
X-Ray
Prepare Screening Re-pack Exit
Tables and chairs
89
Passenger Throughputs
Re-pack Facilities Secondary Search
Dedicated Screening Lanes
153 140
0
50
100
150
200
Staff allocation No Staff
Passenger Information
90
Additional Considerations Real time information
AUH Airport App CPH Airport App LHR Airport Monitor
91
Conclusion
Minor changes make a big difference Key elements:
Provide clear and visual information Offer dedicated security lanes Conduct secondary search away from AMD Provide re-pack facilities
Reduce your queues and waiting times better today than tomorrow!
92
http://www.iata.org/whatwedo/stb/Pages/passenger-facilitation.aspx
http://www.iata.org/workgroups/Pages/pemg.aspx
Lisa ANGIOLELLI Project Manager Passenger Facilitation Tel +41 22 770 27 04 Fax +41 22 770 26 31 [email protected] International Air Transport Association 33 Route de l'Aeroport 1215 Cointrin, Geneva, Switzerland www.iata.org
please contact Interested in Security Access Improvement Diagnosis?
93 09/28/12
Guido Peetermans
Project Manager, Checkpoint of the Future IATA
The Checkpoint of the Future
The Checkpoint of the Future Starts Now
IMPROVE EXPERIENCE
95
Security Screening Process What’s the problem?
37%
21%
12% 11% 10% 10%
© 2012 IATA
96
Acceptable waiting time at security By number of business flights in past 12 months
2%
21%
51%
27%
© 2012 IATA
97
Prefer body scanner over pat-down By age
75%
25%
© 2012 IATA
98
Willingness to share personal background info to speed up security
73% 27%
By business flights in past 12 months By region of residence
73% 27% © 2012 IATA © 2012 IATA
99
Proposes a wide range of measures based on differentiated screening, introduction of new technologies, and process optimization, evolving over time and presented as a menu of options
CHECKPOINT OF THE FUTURE 2014
2017 2020
100
Checkpoint of the Future Secure, Fast, Passenger-friendly
↗ Focus resources on where the
greatest risk is
↗ Increase unpredictability
↗ Use advanced screening technologies
↗ Optimize the process
101
Checkpoint 2014 First steps towards differentiated screening
↗ Emergence of national Known Traveler Programs
↗ Risk assessment related to a certain flight and/or group of persons
↗ Alternative measures prior to screening line
↗ Overt and covert behavior observation at the checkpoint
102
Checkpoint 2014 Improvement in waiting time
↗ Process improvements and enabling technologies will increase throughput and reduce waiting time ↗ Security access improvements ↗ Remote image processing ↗ Flexible staffing ↗ Non-sequential passenger processing ↗ Flow automation
↗ Increasing number of airports may offer
guaranteed service level
10
103
Checkpoint 2014 First steps towards less intrusive screening
Security scanners with automatic
target recognition
Increase random measures and
decrease sensitivity
104
Checkpoint 2014 First steps towards less intrusive screening
Directed search for secondary
inspection
Liquids, aerosols and gels (LAGs)
screening with divesting
105
Checkpoint 2017 Progression towards differentiated screening
↗ Known Traveler Programs going international
↗ States starting to develop capabilities for data-driven risk assessment
↗ Identity authentication and verification comes to the forefront
↗ Behavior observation using automated technologies
↗ Alternative measures prior to screening line become more sophisticated
106
Checkpoint 2017 Technology reduces need to divest
Security Scanners with automatic
target recognition used as primary
screening method
No need to remove shoes, belts, watches
Reduce random frequency as risk-based selection
becomes more sophisticated
107
Checkpoint 2017 Technology reduces need to divest
Advanced Technology X-ray
systems and detection
algorithms for screening LAGs
and personal electronics
without the need to divest
Passenger–bag matching
and use of risk assessment
feeds
108
Checkpoint 2020 Differentiated screening is common practice
↗ Known Traveler Programs based on multilateral agreements
↗ Passenger and flight data risk assessments with international cooperation
↗ Stand-off identity management systems deployed throughout the airport
↗ Airport-wide behavior observation ↗ Non-contact detection systems used as
alternative measures prior to screening line
109
Checkpoint 2020 Stand-off screening with dynamic adjustment
Advanced security scanners enable
screening in motion with
minimal need to divest
Screening technology will
dynamically adjust based on risk assessment
110
Checkpoint 2020 Bag screening with dynamic adjustment
No need to divest, everything can stay in the bag
Screening technology will
dynamically adjust based on risk assessment
Advanced automated
detection systems with auto-reject
capability
111 09/28/12
Checkpoint 2020 Fast and efficient
↗ Further reduction in waiting and processing times for the vast majority of travelers
↗ Dynamic signage, advanced flow automation
↗ Self-service security for Known Travelers?
113 8 4 09/28/12
Passenger Experience: Go
114
Stephan Copart Project Manager Fast Travel, IATA Glenn Morgan Head of Service Transformation, British Airways
115
Passenger Experience: Go
How do you connect with your customer during their journey?
01 Pre-travel
02 Ticket
Issuance
03 Check-in
04 Document
Check
05 Authorization
to proceed
06 Baggage
processing
07 Immigration exit control
08 Security access
09 Security
screening
10 Flight
Re-booking
11 Boarding
12 Immigration entry control
13 Baggage collection
14 Customs
Document Check
Flight Arrival
Departure
Transfer
116
↗ Irregular Operations
↗ Way finding
↗ Locating passengers ↗ Boarding
↗ Interacting
Go! What are the challenges?
117 4 09/28/12
Go! What do passengers want?
Would prefer using a self-boarding gate device (like often present in the metro) and 88% don’t want to hand their mobile to an airline agent.
Would like proactive notification in case of disruptions and 68% would favour the status to come from the airline they are flying with
118
What do passengers want?
60% would like to interact with their airline via social media during their journey.
119
Disruption Notification channel
would prefer to receive an SMS to be informed about a disruption
would prefer to receive an email to be informed about a disruption
would prefer to consult the airline application to be informed about a disruption
120
Re-Booking options
would prefer to receive new booking options and collect boarding pass via a self service channel
would prefer to have a discussion with an airline agent at the airport
would prefer to have a conversation with an airline agent form their call center
121 09/28/12
4 09/28/12
Go! State of the Industry
122
Flight Re-Booking
In the event of an irregular operation such as flight delays, misconnects or cancellations An airline offering the ability for a re-routed passenger to get proactively re-booked and deliver their new boarding token or re-booking options via a self service channel.
123
of passengers are offered with flight re-booking
Flight Re-Booking AL / AP Pairs
124
Flight Re-Booking
39% 45%
57%
27%
58%
31%
72%
4%
35%
44%
2%
18%
28%
70%
0.5%
41.2% 35.1%
6.2%
42.3%
19.7%
71.0%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Africa Asia Pacific Europe Mena North Asia The Americas US
Passenger departing from these regions
125
Self Boarding
An airline offering the ability for a passenger to self-scan their boarding token to gain entry to the aircraft in a controlled manner.
126
Self Boarding
of passengers are offered with self-boarding
AL / AP Pairs
With Self Boarding Gates
127
Self Boarding
9%
40% 39%
25%
6% 3%
51%
0%
15% 13% 4% 1% 0% 0%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Africa Asia Pacific Europe Mena North Asia The Americas US
Self-Scanning
Self-Boarding Gates
128 09/28/12
How to better Interact with the customer Is NFC an opportunity?
Is you mobile phone NFC capable?
129
Question
17/10/12
1- Yes 2- No 3- What the heck is NFC?
1/3 of respondents have an NFC enabled phone
1/3 don’t know what NFC is…
130
What do passengers want?
17/10/12
1. Middle East 2. Africa 3. Latin America 4. Asia Pacific 5. USA 6. Europe
of respondents would like to receive promotional coupons from airlines
of passengers with NFC phones would like to use the technology to check-in
131
What do passengers want?
17/10/12
of respondents would like to use NFC to pay for airline services
132 09/28/12
How to better Interact with the customer Is NFC an opportunity?
133 17/10/12
Easy, intuitive use … drives trial and acceptance … … then adoption and preference … then greater demand
Opportunity for convenience
134 17/10/12
Berg Insight 100 million cell phones using NFC technology predicted to be sold this year alone
Deloitte In 2013 there may be as many as 300 million NFC smartphones, tablets and eReaders sold
Frost & Sullivan By 2015, NFC will be the most-used solution for mobile payment, enabling worldwide
transactions totaling about $151.7 billion
Gartner Research 50% of smartphones will have NFC capability by 2015
Juniper Research By 2017, 1 in 4 US consumers will use NFC-enabled devices to pay for goods in-store
Yankee Group Global mobile transactions predicted to grow to more than $1 Trillion by 2015
135 17/10/12
NFC Initiative Special stream under Fast Travel to cover NFC
and Mobile Services IATA / GSMSA White Paper early 2011 Specific Working Group Collaboration agreement with NFC Forum Business Requirements and Use Cases under
development in 6 main areas Joint IATA / NFC Forum Meeting on 30/31
October 2012 to address technical aspects and potential industry standard requirements to be developed.
How do you connect with your customer during their journey?
Glenn Morgan Head of Service Transformation @DakarMoto
What it is... and isn’t
It’s not this
It’s also not cause for this
Prioritising value in an era of on-demand computing
141
The year to pivot our businesses around the digital crossroads
Put the customer at the centre
We need a new “lens” …
143
…to create value
Themes in 2012
Enterprise = mobility + cloud + consumerisation + communities
Move from alignment to fusion
8
Embrace Agile
How to connect to the customer?
The rise of mobile internet
Phones before & after the iPhone
Our customers are mobile
Very mobile
The web as platform
CIO’s need IT to create a platform
1” to 100” interaction
1” to 100” interaction
Multimodal mundo?
Deliver Services
Content, process people & technology
Data is the next Intel inside
The end of the software release cycle
Lightweight programming (and business) models
Themes in 2012
Good, simple, clean design
Rich user experiences
Watch the network effects
Greater transparency
Minimise duplication and rework
(with better opportunities to
capture previously tacit knowledge)
177
Invisible technology and ease of use
British Airways' iPad app improves customer service
And we managed to cut through in social
6,003,193 VIEWS TVC and custom app
British Airways was the third most successful sponsor in social media
behind Coca Cola and Adidas (Both brands activated globally)
Through our blogger programme over 300 articles were written reaching over 7m people
#Homeadvantage Was the second most popular hashtag just behind Adidas’s #takethestage
Over 287,877 people talked about us and our association with
London2012 in social media channels
And also the most recognised brand for supporting our athletes
Proud to support Britain's Olympic athletes
Proud to support Britain’s Paralympic athletes
July July June June
Significant difference from the norm
Questions
184 09/28/12
Networking Lunch
