Date post: | 17-Jul-2015 |
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ENHANCING THE
CUSTOMER
EXPERIENCE:
SO WHAT COMES
NEXT?
10/March/2015
By: Catherine Mayer
2 | PASSENGER TERINAL EXPO 2015 | C MAYER| CONFIDENTIAL | © SITA 2015
AGENDA
• IT Predictions
• IT Trends
• New IT Solutions
Slide 2
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Over 50 billion smart connections!
7.2 BILLION GADGETS Growing 5x Faster Than People
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Source: Kevin Ashton, 1999
ALTERING REALITY AS WE KNOW IT…
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HOW BIG IS BIG?
5
Sources: Digital Life/2013; Data Center Journal/2013
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SITA AIR TRANSPORT IT TRENDS: Surveys & Reports
Airline IT Trends Survey
Airport IT Trends Survey
Passenger IT Trends Survey
Baggage Report
360 Report
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SMARTPHONES ARE UBIQUITOUS
7
Globally, 97% Of
Passengers Carry a
Mobile Device
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Yes, Would Definitely Use
May Use
% of Passengers Using New Mobile Services in Future
INTEREST IN ADDITIONAL MOBILE
SERVICES
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%
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66% OF AIRPORTS TO PROVIDE
MOBILE ALERTS FOR TRAVEL
DISRUPTION BY 2017 %
of
Air
po
rts
Off
eri
ng
Serv
ice
s
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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
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
SO WHAT COMES NEXT?
| PASSENGER TERINAL EXPO 2015 | C MAYER| CONFIDENTIAL | © SITA 2015
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SMART DEVICES TO PROLIFERATE
CREATING A NETWORK OF SENSORS &
DEVICES
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CREATING THE ATI INTERNET OF THINGS The “Connected Ecosystem”
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ATI IoT CREATING “DATA LAKES”
ATI sensors generate HUGE amounts of data that can be used to better understand customers and optimize operations, business
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LEVERAGE DATA USING BUSINESS
INTELLIGENCE
MONITOR
MEASURE
PREDICT
IMPROVE
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COLLECT DATA FROM SENSORS,
DEVICES AND SYSTEMS
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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
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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
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LAST YEAR
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Drones to inspect aircraft
ROBOTS
Enhancing human activities to improve customer service . .
SUMMARY:
SO WHAT COMES NEXT?
| PASSENGER TERINAL EXPO 2015 | C MAYER| CONFIDENTIAL | © SITA 2015
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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
24
25 | PASSENGER TERINAL EXPO 2015 | C MAYER| CONFIDENTIAL | © SITA 2015
For further information please visit the SITA IT Trends Hub
http://www.sita.aero/surveys-reports/it-trends-hub
THANK YOU