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Connecting the dots
Winning the moments of truth
Nicola Arnese
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The lifestyle experience.Turn your customers into advocates
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Moments of truth.
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▪ Identify.
▪ Target.
▪ Engage.
▪ Deliver.
▪ Measure.
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“360”Single view
Data in silos
Personal Data
Protection
Processes/ Execution
Touchpoints / Channels
Customer Footprint
New behaviors
Industry evolution
New Technology
Critical pain points and additional complexity to come
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No magic recipe.
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- Change Management
- Skillset
- Connected
PEOPLE
- Privacy
- Contextual
- Actionable
DATA TECHNOLOGY
- Integrated
- Enabler to innovate
- Easy to adopt
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Connecting the dots to win the moments of truth.
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Injecting intelligence in the traveler journey
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DATA MANAGEMENT
DECISIONING ACTIVATION
FEEDBACK LOOP
VER
TIC
AL
DO
MA
INS
TRA
VEL
ERS
EXP
ERIE
NC
E
Customer Profiling
Data Governance
Customer Knowledge
Analytics
Enablement
Intelligent Delivery
Native 3rd Parties
CX360 building blocks
Open Connected Modular AI & Analytics driven Real time
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Connecting the dots to win the moments of truth…
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Unknown Prospective Traveler
Ad on NYT.comClicks banner to go to website
Personalized preferred service at gate
Abandons Booking Flow Anonymous profile insight
Retargeted with
Facebook Ad
Back on website
Customer Advocacy
Proactive Contact Center Case ResolutionCRM activation
Boards the first flight
Downloads App
Flight Delay. Missed Connection. Automated rebooking. NotificationCustomer prioritization
Mobile chat during taxiing
Books and becomes knownPSS data
Checks in online
$+points offer upon return check in
Personalized survey upon landing, loyalty program enrollment bonus
…to turn your customers into advocate
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Leveraging the airlines ecosystem
Airlines Ecosystem
Targeting & AcquisitionDigital Touchpoints
real time segmentation exchange
Customer CareService Delivery Staff Empowerment Loyalty & Advocacy
LOYALTYAWARDS
Offer PersonalizationTransactional Digital Experience
Service Delivery Staff Empowerment Loyalty & Advocacy
Member managementCurrency monetizationLifestyle relationshipLiability Management
Redemption servicingMiles & cash
Miles on ancillariesUpgrade with miles
Miles RetailingNon Air RedemptionsTRX Managements
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Key Takeaways
1. Connect the dots to win the moments of truth
2. People, Data and Technology
3. Identify, target, engage, deliver & measure
4. Turn travelers into advocates
5. Deliver a lifestyle experience
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Thank you!
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