World Passenger Symposium - IATA · discovery A new methodology ... UX Web UX Identify customer ......

World Passenger Symposium 2016World Financial Symposium 2014

World Passenger Symposium

18 – 20 October 2016 JW Marriott Marquis – Dubai, UAE


Innovation Through Digital

AlchemyDomenic Ravita

Senior Director, Global Solutions Consulting

Tibco Software

Domenic Ravita

Sr. Director

Solutions Consulting

Innovation through Digital Alchemy

• Founded in 1997

• First Airline Customer in 1998

• Based in Palo Alto, California

• APIs, Analytics, and Real-time Events

• Present in 30+ countries

• 3500+ employees

• 10000+ customers

• 1+ Billion USD in annual revenue

• Selected Airline Customers:

2 0 0 5 2 0 1 3

THE PACE OF DISRUPTION IS GETTING FASTER

Be Everywhere

Empower Staff

Alchemy at the Edge, Alchemy at the Core

Be Everywhere, Expand the Value, Mashup

API Mashups

6

AAA hotel rating-APITripAdvisor Review-API

Social Feed- API

Direct Supplier Booking Engine- API

Location Service Provider -API

Reward Program Partners-API

Fare Aggregator-APIs

powered by

Your own mashup…

Offering your own API

developer.airfranceklm.compowered by

API Management is a key enabler

eB2B-business

InnovationWith Velocity

Scale & Control

Channel Syndication Expansion

Connected Experience

Data Insights On average, we handle

45 Billion API calls every

month

…across more than 70,000 APIs

….for over 300 customers

….with more than 342,000

developers in our API ecosystem

….powering more than 99,000

active apps

….while maintaining 99.99%

availability and the longest SaaS

operations track record in the

industry at 10 years

Innovation at the Edge

Multiple Data Centers

Multiple Data Centers

API Requests

(Option 1)

DMZ Firewall

Policy &

Stats

AppAPIDeveloper Portal

Traffic Manager

ApplicationsVarious Devices, Apps and Systems

Partners/Customers/Devs

Reporting DB

Core Airline Systems (Data Sources, Systems of Record)

Mashery Local

Traffic Manager

Identify

ProviderREST APIs SOAP APIs Other APIs

API Requests

(Option 2)

ERPCRM

Internal APIs

Engage

Control

Perform

Measure

What to expect…

Source: “Economic and Business Dimensions”,

Peter C. Evans and Rahul C. Basole

Be Everywhere

Empower Staff

Empower Staff…with Analytics

Visual Analytics on the Core with TIBCO Spotfire

Luggage Handling: Missing Luggage Prediction Features

- Sorters

- Time on Sorters

- Luggage attributes

- Origin/ destination

© Copyright 2000-2016 TIBCO Software Inc.

Analyzing the Customer Journey

Visit, Buy, Check-In, Airport-Departure, Flight, Transfer, Airport-Arrival, Ground, …

Customer Analytics like a Retailer: Propensity of 4 Products

Propensity to buy 4 productsCustomers graphed by product

Spotfire Template

Available

4 Propensity

Models

Y = f(X, b)


And many more…


•Events are analyzed and processed in

real-time as they arrive

•Continuously updated operational model

•Decisions are timely, contextual, and

based on fresh data stored in-memory

•Decision latency is eliminated, resulting in:

Superior Customer Experience

Operational Excellence

Instant Awareness and Timely Decisions


Act

Analyze

Store

New Data Assets Created via Stream and Event Processing

Core - Inference Engine

Stream Processing

eventsEvent Channels

DecisionManager

Viewsdashboard

Event & State distributed cache (Virtual In-Memory Views) Dat

a M

od

ellin

g –

Stat

e M

od

els

On the Core:Combine Historical & Real-Time Data to Create Context

Data-in-Motion: Customer, Baggage, Flight, Crew, etc.

Co

re S

yste

ms

Seat MapCheck-in

Aadvantage AccrualBoard

AvailabilityPrice

SellPay

Real time Events & Data

Rebook

Reassign

Ops

Problem Detection

WeatherCustomer Valuation

CargoCrew FA

Schedule

Flights Maintenance

AircraftBookings

Business Rules

Adapt Integrate Transform Orchestrate Integration Layer

Services Layer

MealBaggage

CargoCrew

Fuel

Checklist

Weight & Bal

Ancillary

Up-sell

Customer Profile

FerrySwapCancel

Delay

Applications

Inventory

Reservation

Ticket

Price

Seats

Bags

Applications

Plan

Schedule

Revenue

Schedule

Crew

FA

Airline Operations System

Aircrafts

Flights

Crew

Maintenance

Weight & Bal

Fuel

Rule

s, E

ve

nts

an

d S

erv

ice

s Dynamic Workflow

APIs and API Management

Filter

Aggregate

Enrich

Classify

Consolidate

Composite

Correlate

Pattern Match

Anticipate

Predict

Passengers Airport

Ticket

Gate

Customer

Service

Cabin

Service

Tower

Bag

Cargo

Maintenance Revenue

Management

Resource

Management

Back Office Partners

AA.com Kiosk Res Mobile Flight Following

Boarding

Ops Recovery Crew Recovery

Line Maintenance B2BBag SortationOneworld.com Ticketing

Revenue Recog

Schedule Plan

Baggage

MonitoringConnection

Management

Departure

Management

Real-time

Revenue

Recognition

Dynamic

Pricing

Capacity

MonitoringDynamic

Offer

Seat

Assignment

AAdvantage

Pricing

Rules

Biz

Ap

plic

atio

n, P

rese

nta

tio

n

Partner and External Systems

Oneworld

FAA

Weather

ATC

Catering

…

Customer Profile

Data & Analytics

Master Reference Warehouse & MartMDM

Passenger

Notification

Innovation on the Core and and at Edge – Insource or Outsource?

Be Everywhere

via APIsEmpower Staff

with Analytics and

Real-time Context

Responding to Blind Spots

Every touchpoint is an

opportunity to collect valuable

customer dataEvery piece of customer data provides a

deeper opportunity to personalize service

People &Processes

Data &Systems

APIs

Reporting & Dashboards

Data Visualizations

Streaming Analytics


Emirates - Innovation Lab

Sanjay SharmaManager Innovation

Emirates

The New World

52% of the Fortune 500 firms since 2000 are gone - R Wang

Digital Darwinism

Disrupt or be Disrupted

Innovation Lab

If you build a polished prototype others will see flaws. If you build a

rough prototype, others will see potential – Baba Shiv

HEADS – The Community

Aircraft

Inspection

by DroneHuman Like

Check-in

Robots

Strategic

Resource

Planning

Smarter

Aircraft

Seats

Smart Bags

Pilots

Funnel Process

SERIES B

SERIES C

Digital

Transformation

for Engineering

Tracking

Assets

Travel

Band

Technologies Driving Digital Disruption

Design Thinking Inspired User Experience

We are on the edge of change comparable to the rise of human life on Earth. - Vernor Vinge

Technologies Driving Digital Disruption

Design Thinking Inspired User Experience

2 Universities

10 Tech Companies

57 Technology Based Startups

90,000 Emirates Group Colleagues

Partner Ecosystem

Innovation Lab KPI

239 Ideas | 120 Proof of Concepts | 80 Pilots

Deliveries


Driving Business Change

Through Innovation Sergio M. Fernández Sastre

Global Head of Airline Products

Indra

DRIVING BUSINESS CHANGE THROUGH

INNOVATION METHODOLOGY

2

It is essential to understand passenger perception throughout all phases of their experience with in order to adjust and

proposed value added initiatives that allow us to meet their expectations at all times.

1. Innovation Methodology

New Methodology for changing times

Innovation methodology in

business requirements

discovery

A new methodology

project delivery

New framework for

innovation

Changing from reactive to proactive

business requirements definition using

customer analytics to identify client needs

- Enhance time to market with agile

methodologies

- Obtain immediate feedback using

A/B testing and customer interaction

measurements

Agile methodology to develop, develops to automate

& control delivery, cloud infrastructure to guarantee

scalability and big data to process

information/customer feedback are key pieces of the

new framework

3

The number of devices, competitors and

touchpoints increases considerably every

day, therefore the airline needs to be

present and available simultaneously in

every channel

Simplifying the user experience is essential

for retaining consumers. The airline must

re-think their business in order to have a

responsive, simple booking process and

easy to navigate sites/apps, while make

use of new technologies to offer new

services that will make the customer

journey simple and attractive

Traveler's are accustom to having what

they want fast and at any time thanks to

online channel contribution. Turning

towards a proactive strategy in which the

airline actively communicates with the

user at the right time is the key to

enhancing the user experience

Nowadays traveler have more

knowledge, and clear preferences on

their needs. The airline must provide

relevant information in order

differentiate themselves and provide

correct answers to costumer needs so

they finally convert into our company

Business Requirements Discovery.


Onmichannel

Customer oriented

Useful

Quick

New customer experiences

4

Changing from reactive to proactive business requirements definition using customer analytics to identify client needs

Digital

Transformation

Vision

Workshops IdeationAlign Digital

Vision

Resources

availableScale MeasureTechnology

execution

Vision Prototype ImplementationAdd-ons

Strategy

Consultants

Management

Consultants

Technology

Consultants

Experience

Designers

Solutions

Architecs

Technology

Consultants

Cybersecurity

Experts

Data

ScientistsCapabilities

Assets

IoT platforms

Applications

Products (iSales, social media lessening, advanced contacts center …)

From reactive to proactive using customer analytics


Discovery

Social

Media

Input

Customer

Surveys

Competence

Analysis

Social Media Monitoring

Surveys and Q&A

Social

Media

Specialist

Campaign

and Survey

Manager

Service

Design

Specialist

5

Search &Purchuse

Check-in & airport

In Flight

Baggage claim & End

of Flight

JourneyPre-Journey Post-Journey

Awareness Consideration Purchuse Live Experience Retention

Social Media:

Comments– Passenger Service

Listen &

Tracking

Claims

Recommendations

(social clicks)

Transport search

Baggage claim

Friends

& family

Web Home Flight

selection & offersListen &

Tracking

Passengers

CommunityMedia

APPEntrance

to airplane

Share

experience

Check-in

OnlineComunidad de

viajeros

Baggage

check-in

Queue in security On board

service

On board

entertainment

LoyaltyPassenger

Support

Alerts & flight

notifications

Queue and Desk

attention

In flight experience

Waiting time due to

boarding delays

Brand

Reputation

Interaction &

UX Web

UX

Identify customer interaction pain points.


Enhance time to market with agile methodologies. Obtain immediate feedback using A/B testing and customer interaction

measurements..

6

Early delivery

Continuous improvement

Product adaptation

Intern collaboration

Of product (software)

with added value

Of people, processes, tools and

technologies

Panned to response the

changes that appears

As previous practice to

costumer collaboration

New Methodology on Project Delivery


Is not about being perfect but continuously improve

7

Be agile


Better time to market using iterative increase methodologies

New VariablesUncertainty (is more difficult to know

who is going to need a changing

world) and speed (obsolescence

periods are dwindling)

Methodological BaseWhen you adopt agile methodologies we

change from a predictive system(Waterfall

Methodology) to an evolutive system (Agile

Methodology)

Agile Characteristics• Functional prototypes with

added value throughout the

project

• Customer integration in the

team

• Less controlled processes

Methodology TypesIterative Increase Methodologies (Scrum)

vs Continuous Increase Methodologies

(Kanban)

Agile scaling

Foundations of DevelopmentContinuous integration, TDD

8

OperationsBusiness

Deploying on cloud involves the

necessity of describing in a

normalized way the settings of a

virtual machine or a container is

uploading to the cloud, to

automatize delivery and

escalation

Lower Time-to-market as a

competitive advantage, creating a

growing pressure for having a

new software as soon as possible

with lower service interruptions

Development

New architecture framework

based on micro services responds

to mobility necessities. It is

necessary to manage new assets

to change and evolve quickly

production versions.

Agile

Development

Agile

Management

Agile

Operations

New Framework for Innovation


9

IT

Governance

(Linear IT)

ITaaS

(IT as a

Service)

Digital

Governance

DTaaS

(Technology

as a Service)

(Non-Linear IT)

Digital Technologies Consulting

(Projects)

Agile Processes & Tools

(Projects)Digital Technologies Offices

(Projects)

Service Catalogues

(DTaaS / ITaaS)

Strategy & Digital

Organization

Digital Technologies Offices

(Expert Center Services)

Digital Change Management

Plans

PMO as a Service (PMOaaS)

Expert Center for

Tools Support

Think Build Run Improve

Digital KPIs / SLA

DevOps / Agile

Coaching & Follow Up of

Digital Transformation

Toolset for Governance

and Management of DT

Office of Digital Services

Management

Operational Efficiency

Agile Organization


Agile methodology to develop, DevOps to automate & control delivery, cloud infrastructure to guarantee scalability and big data to

process information / customer feedback are key pieces of the new framework.

10

We Speak Airlines

Oct 2016


Innovation, TogetherZahir Khoja

Group Head, Market Development, MENA, International Markets (IMK)

Mastercard

Zahir Khoja, SVP Market Development

October 19th, 2016

IATA World Passenger Symposium

Innovation, together

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OCTOBER 19, 2016

Mastercard at a glance…

• Mastercard is a technology company in the global payments business

• We connect consumers, financial institutions, merchants, government and businesses worldwide, enabling them to use electronic forms of payments instead of cash or check

• We use technology and data driven insights to make electronic payments more convenient, secure and efficient for people everywhere

• Mastercard does not issue cards, but develop advanced payment solutions and seamlessly processes transactions around the world every year

210Countries

and territories

36+MAcceptance

locations

$4.5TnGross Dollar

Volume

27.3BTransactions

2.2BCards in

force

210 36+M $4.5Tn27.3B2.2B

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3OCTOBER 19, 2016

Based on Mastercard’s solid understanding of current trends………

Competition and

demand grows

Technology landscape

rapidly shifts

Consumer

expectations intensify

Safety and regulatory

continue to ratchet up

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4OCTOBER 19, 2016

……Mastercard innovative solutions enables partner revenue growth and cost efficiency 360˚

Revenue Growth

CostEfficiency

Operational & Financial efficiency

Revenue growth

Customer satisfaction

Loyalty

Payments

Data insights

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5OCTOBER 19, 2016

Innovative technology is transforming the way people book, and the way you sell. However, a few key fundamentals remain the same:

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6OCTOBER 19, 2016

Mastercard's Global Innovation Footprint and Innovation Process

Your Needs

Launch pad

Proof of

concept

Pilot

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7OCTOBER 19, 2016

EXPERIMENTING

with new technologies

IOT/Wearables

Digital Currencies andthe Blockchain

AI & Machine Learning

Biometrics

Chatbots

Augmented Reality /Virtual Reality

Digital Personal Assistants

… and much, much more

Robotics

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8OCTOBER 19, 2016

Consumers want an alternative to passwords— as do issuers, merchants, and regulators

Passwords are inconvenient and frustrating

Consumers resent the hoops they must jump through to prove who they are, and one-time passwords

via SMS only increase checkout time and frustration. Security is

important, but so is convenience.

Passwords are no matchfor today’s fraudsters

And the problem will only get worse as EMV drives fraudsters

to the online channel, increasing the risk of card-not-

present (CNP) fraud.

Passwords will not meet new regulations

Regulatory bodies aroundthe globe are beginning to mandate strong two-factor

authentication.

Forgotten passwords cause abandoned shopping carts

About a third of online purchases are abandoned by cardholdersat checkout because they can’t

remember their password.1

…Mastercard has developed Identity Check™ to address these friction points

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10OCTOBER 19 2016

Thank you

and we look forward partnering in travel


Questions and AnswersModerator: Domenic Ravita, Senior Director, Global Solutions Consulting, Tibco Software

Panelists: Sergio M. Fernández Sastre, Manager Innovation, Emirates

Zahir Khoja, Group Head, Market Development, MENA, International Markets (IMK),

Mastercard

Sanjay Sharma, Manager Innovation, Emirates

Hariharan Subramanium, VP Reservation and Departure Control Systems, Sabre

Slido.com Code: 9083

World Passenger Symposium - IATA · discovery A new methodology ... UX Web UX Identify customer ......

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Transcript of World Passenger Symposium - IATA · discovery A new methodology ... UX Web UX Identify customer ......