1. 대한항공 혁신
(Korean Air Innovation)
Dante Dionne, PhD (c) – Senior IT Manager
Innovation Technology Development Center (ITDC), Korean Air

2. ○ Passenger Airlines
○ Air Cargo
○ Marine Shipping
○ Trucking Operations
○ Hotel Operations
○ More …
Lines of Business
International 46 countries, 131 cities (domestic US19/KO13 cities)
64 regular lanes to 35 countries 90 ports
North America, West/Eastern Europe, Central Asia

3. There & Back Again

4. In-flight: Meal Services
Source: commons.wikimedia.org

5. In-flight: Entertainment
Source: commons.wikimedia.org

6. Traditional Sensitivity Focus
Reference: 2016, Center for Air Transportation Systems Research, George Mason University
high
low high

7. Passenger Needs
Success
Recognition
Connected
Secure
bio
(Gilbert, 1982; Maslow, 1943)

8. Optimal Experience
Challenge-Skill
Balance
Action-
Awareness
Merging
Total
Concentration
Transformation
of Time
Autotelic
Experience
Loss of Self-
Consciousness
Unambiguous
Feedback
Clear Goals
Sense of
Control
(Csikszentmihalyi, 1993)
Optimal
Experience

9. Positive CX
Cultural
values
Visionary leadership
Engaged
personnel
Customer connection

10. Connecting Personnel & Passengers

11. Technology Applications
• IoT and Sensor data
• Biometrics & wearables
• Data quality assurance
• AR/VR
• Global payment testing
• Drones
• AI & Robotics

12. Essentiality of innovation
• Digital balance with smart jewelry
• In-ear language translation
• Biometric ID
• Pet monitoring

13. Digital Landscape
• AP 60% Mobile/Internet
• National infrastructure
• 86% in South Korea
• ~91% Instant Messaging
• Understanding customer demographic is KEY
source: Korea Internet & Security Agency (KISA)

14. Know Thy customer (2010-2015)
• 26.6M passengers (2015 total)
• +20% passengers (since 2010)
• +60% millennials (since 2010)

15. Messaging Platforms
(> 90% of Korean Smart Phone Users)
170M users
Source: expandedramblings.com, 2015
300M users

16. Flight Search
flights.search.naver.com

17. Corporate R&D
• Sustain
–Improve (optimization)
–Supplement (add-on)
• Disrupt
–Reinvent (innovate)
–Transform (morph)

18. ○ CMS Vendor Evaluation/Selection
○ Booking Engine Integration
○ Loyalty Program Integration
○ 9 Regional Websites – 10 Languages
○ Mobile Device websites & Applications
○ Social Media Integration
○ Personalization & Behavioral Analytics
○ Affiliate/In-house Marketing Campaign
○ More …
Digital Platform Renovation

20. ○ Global Real-time Shipment Tracking
○ Auto Departure/Arrival Alerts
○ Web based UI & Back End Services
○ Route Deviation Monitoring & Alerts
○ 3PL Partner & Global Integration
○ More …
GPS Cargo Tracking System

21. ○ Proof-of-Concept
○ Replace Legacy Silo Technology
○ Smart-Phone Based Push-To-Talk (PTT) Devices
○ Business Grade Solution
○ High-Noise Areas / Durability / Customer Sentiment
○ Support/Maintenance / Security / Privacy
○ Equipment Investment / Signal Quality
○ More …
Airport Operations PTT Communications

22. Thank You
Dante Dionne, PhD (C)
Sr. Innovation Technology Manager, Korean Air
ddionne@koreanair.com
@fromdante

23. Any use, republication or redistribution of this
content is expressly prohibited without the prior
written consent of the Author. Permission to copy
and reproduce content may be granted by the
author, at their discretion, and by request only.
Source: presentation of Dante Dionne, Korean Air at
the 2016 APEX IT Conference, Los Angeles.
DISCLAIMER