Optimization: Back to the Core
7Th GroundStar User´s Conference
Future Travel Experiece 2012
Second Working Session
What is Customer Experience? : All is about the
Future Travel Experience 2012
2nd Working Session
The total sum of all the...
Which is our playground? ,every touch-point matters
Future Travel Experience 2012
2nd Working Session
Future Travel Experience 2012
2nd Working Session
Reduce and simplify the pain points require and holistic approach
Traditionally we have worked in silos…
Future Travel Experience 2012
2nd Working Session
Airport
Authority
Stakeholders
Cu...
Future Travel Experience 2012
2nd Working Session
Customer
CommunityCompany & Partners
A new way of shared interaction is ...
Future Travel Experience 2012
2nd Working Session
The unbalanced situation must be reformulated
Interaction Joint Space
Cu...
The D2D customer journey & the shared areas
Future Travel Experience 2012
2nd Working Session
Truth Moments
Touch Points w...
Future Travel Experience 2012
2nd Working Session
Complete
Re-design
Full Auto
Check - in
QSP
Self
Boarding
Self Rebooking...
Future Travel Experience 2012
2nd Working Session
The ability to
offer a
homogeneous
Product &
service in time
of incident...
Several examples of what we are doing
Future Travel Experience 2012
2nd Working Session
•  Online stands & boarding gates ...
Future Travel Experience 2012
2nd Working Session
•  Online hotel rooms availability
•  Online exchange of the e-voucher s...
To move the CX forward we must all move the same shared wheel
Future Travel Experience 2012
2nd Working Session
The reward...
Future Travel Experience 2012
2nd Working Session
Optimization: Back to the Core
7Th GroundStar User´s Conference
Dimitris Bountolos Montabes
Head of Coordination & Hub Dev...
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Future Travel Experience 2012 : Vancouver

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Collaboration

  1. 1. Optimization: Back to the Core 7Th GroundStar User´s Conference Future Travel Experiece 2012 Second Working Session
  2. 2. What is Customer Experience? : All is about the Future Travel Experience 2012 2nd Working Session The total sum of all the interactions that a customer has with a business in the course of their daily life, as compared with their expectations. These interactions will either strengthen or weaken the future relationship and that customer´s desire to return, spend more and recommend. It is a blend of an organizaction´s physical performance, the senses stimulated and emotions evoked. CX = Σ Perceptions - Expectation Max. Perceptions: •  Increasing the number •  Increasing the quality •  Increasing the frecuency Δcx Δcx
  3. 3. Which is our playground? ,every touch-point matters Future Travel Experience 2012 2nd Working Session
  4. 4. Future Travel Experience 2012 2nd Working Session Reduce and simplify the pain points require and holistic approach
  5. 5. Traditionally we have worked in silos… Future Travel Experience 2012 2nd Working Session Airport Authority Stakeholders Customer Others Air.Dept
  6. 6. Future Travel Experience 2012 2nd Working Session Customer CommunityCompany & Partners A new way of shared interaction is needed •  Online exchange of information •  Common review of the stress-points •  Joint Optimization processes •  Technology alignment •  Win-Win areas for all stakeholders •  Shared business oportunities within the Airport Interaction Joint SpaceEmployee •  Increasing the quality •  Increasing the frequency •  Gathering alignment •  Digitally driven •  Mobile availability •  Self oriented ?
  7. 7. Future Travel Experience 2012 2nd Working Session The unbalanced situation must be reformulated Interaction Joint Space CustomerEmployee CommunityCompany & Partners
  8. 8. The D2D customer journey & the shared areas Future Travel Experience 2012 2nd Working Session Truth Moments Touch Points where to create and Maximize experiences proactively Opportunity to advocate Shared Experience where to create expectations Lesson Learnt Shared Experience where to create better products services Door to Door processes supported by multi-scheme data streams shared in online mode in all senses CustomerEmployee CommunityCompany.
  9. 9. Future Travel Experience 2012 2nd Working Session Complete Re-design Full Auto Check - in QSP Self Boarding Self Rebooking Auto PIR Check-In Baggage Connections Boarding Customer Service Security
  10. 10. Future Travel Experience 2012 2nd Working Session The ability to offer a homogeneous Product & service in time of incidents Better response times throughout the entire airport sub- processes portfolio Generate cost savings over the third parties operation BHS Provider Op Div. Airport Security Airport Retail Quality Airport Metro Hotels Police Social M. Depart. Restaur. ATC GHE Mainten. Vip Lounges Accurate & taylormade answers to all customer needs
  11. 11. Several examples of what we are doing Future Travel Experience 2012 2nd Working Session •  Online stands & boarding gates assignment based on a connectivity cost model •  Shared forecast of the activity : expected baggage, local pax,etc. •  Express bagage management in the BHS based on CRM criteria transferred •  Passport & Security Filters conformance online data exchange •  Digital exchange of claims •  A-CDM Vs TAM ( Total Airport Management ): Airline online preferences AMAN/DEMAD 1 of 2
  12. 12. Future Travel Experience 2012 2nd Working Session •  Online hotel rooms availability •  Online exchange of the e-voucher status with all the airport´s restaurants •  Online status of the auto check-in kiosks •  Online status of each piece of baggage •  Dynamic management of the carrousels based on the shared mechanical status of the infrastructure •  The status of all turnarround processes with the subcontractors. •  Online deicing pads preferred. •  Online Status of each GHE 2 of 2Several examples of what we are doing
  13. 13. To move the CX forward we must all move the same shared wheel Future Travel Experience 2012 2nd Working Session The reward?...let the customer Simply Fly……
  14. 14. Future Travel Experience 2012 2nd Working Session
  15. 15. Optimization: Back to the Core 7Th GroundStar User´s Conference Dimitris Bountolos Montabes Head of Coordination & Hub Development
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