CONFIDENTIAL & RESTRICTED

Connecting the dots

Winning the moments of truth

Nicola Arnese

© A

mad

eus

IT G

rou

p a

nd

its

affi

liate

s an

d s

ub

sid

iari

es

1

CONFIDENTIAL & RESTRICTED

© A

mad

eus

IT G

rou

p a

nd

its

affi

liate

s an

d s

ub

sid

iari

es

2

© A

mad

eus

IT G

rou

p a

nd

its

affi

liate

s an

d s

ub

sid

iari

es

CONFIDENTIAL & RESTRICTED

© A

mad

eus

IT G

rou

p a

nd

its

affi

liate

s an

d s

ub

sid

iari

es

3

The lifestyle experience.Turn your customers into advocates

CONFIDENTIAL & RESTRICTED

© A

mad

eus

IT G

rou

p a

nd

its

affi

liate

s an

d s

ub

sid

iari

es

4

Moments of truth.

CONFIDENTIAL & RESTRICTED

© A

mad

eus

IT G

rou

p a

nd

its

affi

liate

s an

d s

ub

sid

iari

es

5

▪ Identify.

▪ Target.

▪ Engage.

▪ Deliver.

▪ Measure.

CONFIDENTIAL & RESTRICTED

© A

mad

eus

IT G

rou

p a

nd

its

affi

liate

s an

d s

ub

sid

iari

es

6

“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

CONFIDENTIAL & RESTRICTED

© A

mad

eus

IT G

rou

p a

nd

its

affi

liate

s an

d s

ub

sid

iari

es

7

No magic recipe.

CONFIDENTIAL & RESTRICTED

© A

mad

eus

IT G

rou

p a

nd

its

affi

liate

s an

d s

ub

sid

iari

es

8

- Change Management

- Skillset

- Connected

PEOPLE

- Privacy

- Contextual

- Actionable

DATA TECHNOLOGY

- Integrated

- Enabler to innovate

- Easy to adopt

CONFIDENTIAL & RESTRICTED

© A

mad

eus

IT G

rou

p a

nd

its

affi

liate

s an

d s

ub

sid

iari

es

9

Connecting the dots to win the moments of truth.

CONFIDENTIAL & RESTRICTED

© A

mad

eus

IT G

rou

p a

nd

its

affi

liate

s an

d s

ub

sid

iari

es

10

Injecting intelligence in the traveler journey

CONFIDENTIAL & RESTRICTED

© A

mad

eus

IT G

rou

p a

nd

its

affi

liate

s an

d s

ub

sid

iari

es

11

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

CONFIDENTIAL & RESTRICTED

© A

mad

eus

IT G

rou

p a

nd

its

affi

liate

s an

d s

ub

sid

iari

es

12

Connecting the dots to win the moments of truth…

CONFIDENTIAL & RESTRICTED

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

CONFIDENTIAL & RESTRICTED

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

CONFIDENTIAL & RESTRICTED

© A

mad

eus

IT G

rou

p a

nd

its

affi

liate

s an

d s

ub

sid

iari

es

15

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

CONFIDENTIAL & RESTRICTED

Thank you!

© A

mad

eus

IT G

rou

p a

nd

its

affi

liate

s an

d s

ub

sid

iari

es