Small Problems Vs Great Solutions Big Data Approach for Active & Passive Self Services
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Small Problems Vs Great Solutions Big Data Approach for Active & Passive Self Services

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Passenger Terminal Expo 2013 : Geneve

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Small Problems Vs Great Solutions Big Data Approach for Active & Passive Self Services Presentation Transcript

  • 1. Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services Small Problems Vs Great Solutions Big Data Approach for Active & Passive Self Services Dimitris Bountolos Head of Coordination & Hub Iberia Airlines [IAG Group] GVA 9th April15:45
  • 2. Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services
  • 3. Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services Self C.Service Self Boarding Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services Mobility & Roving Agents Passive Self Service & Big Data
  • 4. Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services in Baggage Handling Load / Unload Baggage Delivery Check-in ConnectionSecurity Customer Service BoardingIB Choice Baggage Claim Self Bag Drop Self Boarding Self Re-booking Self Bags recoverySelf Doc.Check Self Service Point The entire D2D customer journey is able to be lived in a self mode: All airport processes would be completely driven in a self mode before 2020
  • 5. Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services Check-in ConnectionSecurity Customer Service BoardingIB Choice Baggage Claim Self Bag Drop Self Boarding Self Re-booking Self Bags recoverySelf Doc.Check Self Service Point The entire D2D customer journey is able to be lived in a self mode: Besides de “self-mode” the mobiles devices are gaining prominence Mobile Ecosystem Active Self Service Semi Active
  • 6. Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services Years ago “The Mouse” was the contact with the digital context……It forced you to be wired with the reality.
  • 7. Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services 06:00 08:00 08:00/17:00 17:00 20:00 00:00 Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services Our generation is living a connected way of life: The vital biorhythm is driven by the continuous availability of information, any place, any time…
  • 8. Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services Right now we live in a digital prison where everybody and everything is accessible: Outside, there is nothing…
  • 9. Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services EVERYTHING IS CONNETED
  • 10. Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services The society has changed during last 5-6 years, right now all experiences are lived and broadcasted digitally through the mobile personal devices. Pope´s ceremony of enthronization Super Bowl party games
  • 11. Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services Despite of having a complete Self Service, customers always have an experience (good, bad, neutral): During the transitions, the boundaries between processes, Passive Self Services & Big Data can reduce the tension and stress over the pain points Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services
  • 12. Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services Iberia Conecta: Push SMS & e-mail “Small Problems & Great Solutions” solved with Smart passive interactions Check-in ConnectionSecurity Customer Service BoardingIB Choice Baggage Claim Self Bag Drop Self Boarding Self Re-booking Self Bags recoverySelf Doc.Check Self Service Point Mobile Ecosystem Active Self Service The processes will be embraced with the passive Self-Services: All truth moments are enhanced with additional touchpoints. IBHelp : 2nd. Generation of the IPAD solution for a mobile Customer Service Work Force Semi Active Passive Self- Service
  • 13. Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services Everybody knows exactly the meaning of the so called “Big Data” concept?...
  • 14. Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services Sensor Data Public Data Social Media Transactions Enterprise Data Airport Data Airport “Big Data” Ecosystem Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services The first mandatory attribute of the Airport “Big Data” Ecosystem is the necessity of multiple sources, stakeholers and technologies
  • 15. Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services 1 Big Data Production ERP, CRM, Social Media, Web Analytics, RFID, sensors, Machine Generate 3 Big Data Consumption Mining, Analytics, Search, Enrichments, Process´Re- ingenieering 2 Big Data Management Big Data Integration & Big Data Quality 1st Stage 3rd Stage Customer ´s needs & requirements Technology strategy Once the sources are identified it´s essential to certify the accuracy and the quality of the integrated information after this step starts the usage of Big Data
  • 16. Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services
  • 17. Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services V w 3 3
  • 18. Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services Data Velocity Data Volume Data Variety KB. MB. GB. TB. PB. Real Time. Table Reports Data Base Mobile Apps Photo Web Video Audio SMS e-mail Social Tech Dig, Signage Virt. Agents QSPs Scales KPIs Video Wall The “Big Data” Airport & Airline Ecosystem is based on : velocity, volume & variety those three axes are shared between processes & stakeholders Data Velocity Data Volume Data Variety KB. MB. GB. TB. PB. Table Reports Data Base Mobile Apps Photo Web Video Audio SMS e-mail Social Tech Dig, Signage Virt. Agents QSPs Scales KPIs Video Wall Data Velocity Data Volume Data Variety KB. MB. GB. TB. PB. Table Reports Data Base Mobile Apps Photo Web Video Audio SMS e-mail Social Tech Dig, Signage Virt. Agents QSPs Scales KPIs Video Wall Data Velocity Data Volume Data Variety KB. MB. GB. TB. PB. Table Reports Data Base Mobile Apps Photo Web Video Audio SMS e-mail Social Tech Dig, Signage Virt. Agents QSPs Scales KPIs Video Wall Customer Baggage Cargo
  • 19. Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services #Sources & Outputs >50 <100 <200 <500 <1000 SMS [#]           e-mail [#]           Video [#]           Bach Processes [#]           Data Bases [#]           Time based reports [#]           Online Reports [#]           Video Wall KPIs [#]           Corporate App [users]           Flights [#] # / figures Several non exhaustive figures about the daily operational output of the Madrid Barajas Big Data Scheme
  • 20. Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services 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 & tailor-made answers to all customer needs.
  • 21. Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services It´s important to mimic the problem. The details an to align the right solution to the detected problems are fundamentals during the usage of the operational information. Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services
  • 22. Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services “Small Problems & Great Solutions” solved with Smart passive interactions Check-in ConnectionSecurity Customer Service BoardingIB Choice Baggage Claim • Segregated areas. • Dedicated path for mobiles. • Fast Track. • Queue Management. • Video recognition. • Automatic baggage delivery. • Restaurant e-voucher. • Hotel e-voucher. • Boarding gate finder. • … IBHelp : 2nd. Generation of the IPAD solution for a mobile Customer Service Work Force • Dynamic grouping management. • Reinforced digital signage. • Digital multilingual public announcements. • … • Tail to Tail service. • Connectivity screens. • Several conformance tracking points through the connectivity. • … • Baggage Claim belt finder. • Automatic delivery of the rush baggage. • Dedicated intermodal digital desk. • Digital tracking of the over gauge baggage. • Queue management. • Virtual Agents. • Smart Scales. • Customized Digital signage. • Video Recognition. • Over gauge baggage • … Iberia Conecta: Push SMS & e-mail For each airport processes It has been developed several “passive” interactions trying to improve the entire customer experience
  • 23. Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services “DON´T TELL ME WHAT TO DO”
  • 24. Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services “DON´T TELL ME WHAT TO DO”
  • 25. Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services Check-in Queue Mgmt • Reduction on average 10 minutes of queuing time during peak hour. • The process time for each customer and employee is recorded and integrated in to the BI platform in order to enhance the resource planning. • The IBpad of the supervisors help them to monitories in an online mode each of the counters Passive Self Service: With a very simple and smart implementation the check-in queue management has been enhanced
  • 26. Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services Check-in Smart Scales Passive Self Service: The new Smart Scales provide accurate and tailor- made information answering the customer´s needs. • The new scales distributed through all the check-in are equipped with an internal computer and a digital screen. • The information provided let the customers understand the limit of their franchise and if they are allowed or not to carry the baggage. • It´s able to modify in an online way the information presented in each scale.
  • 27. Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services
  • 28. Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services
  • 29. Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services Check-in Virtual Agents • Our virtual agents are simultaneously broadcasting messages related with the mayor customer´s concerns. • More than 200 messages organized by concrete themes are encapsulated an ready to be broadcasted. • The supervisors are able to launch dedicates messages with the IBpad. Passive Self Service: Our Virtual Agents are continuously prepared to broadcast the most relevant reminders to the customers
  • 30. Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services Baggage Claim Over gauge Baggage tracking • A new platform is used just to provide accurate and online information about the over – gauge baggage. • Each customer can track each piece including the waiting minutes until the delivery Passive Self Service: Thanks to the GPS , the mobility and the “Big Data” the status of the over gauge baggage is track at the baggage claim area
  • 31. Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services We are not inventing the wheel…¡ There are other initiatives cheaper and smarter than ours that we have used as inspiration. (bus stop antistress for free)
  • 32. Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services Customer Notifications • The proactive Customer notifications platform automatically triggers thousands of messages segmented by typology • Thanks to the continuous exchange of updates the management of the day to day incidences has been improved dramatically Comm. Channel Comm. Moment ContentEvent Time Schedule change Cancelled Flight Seat Change Confirmed seat Baggage not boarded Baggage Search File Delivering Baggage Baggage delivered Real Time Real Time Real Time Arriving at destination Until 24h. before flying Until 24h. before flying Real Time Real Time Passive Self Service: Mobility is an strategic functional & technical
  • 33. Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services
  • 34. Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services Check-in Boarding Cust.Serv. Baggage A. IBHelp • With the IBHelp, the evolution of the IBPad launched on 2010 our roving agents have the total control of our corporate tools in a mobile ways. • DCS, CDS Ticketing, Printing capabilities, CRM, online KPIs. Passive Self Service: Mobility is an strategic functional & technical framework for Iberia, the commitment with our customers is called IBHelp.
  • 35. Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services
  • 36. Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services Quick Service Points (QSP) Customer Service Passive Self Service: The quick Service Point, a ubiquity touch point just waiting to solve any customer queries. • With the QSP we have spread all over the airport : land & airside area relevant online information for our customers. • Boarding area & Baggage claim are self assisted providing added value thanks to the presence of the with the QSPs
  • 37. Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services
  • 38. Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services Check-in ConnectionSecurity Customer Service BoardingIB Choice In Flight Service IPURSER Baggage Claim
  • 39. Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services Jan 2013 Feb 2013 Jan 2012 Feb 2012 Mar 2012 April 2012 May 2012 June 2012 July 2012 Aug 2012 Sep 2012 Oct 2012 Nov 2012 Dic 2012 IBHelp QSPs Over Gauge Manag. SMS & e-mailsSmart Scales Queuing Mang. Virtual Agents Digital Signage CKI IPAD + PaymentsNew Auto Check-in 2012 was a great year. We implemented more than 100 useful solutions for small problems. Those are just 10 of them…
  • 40. Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services All airport processes will be managed in a “self mode” before 2020. The personal mobile devices : smartphones and pads are the linkage between the customers and the company. The customer service will be completely reformulated: roving agents, segmented proactive advisory attention…. The “Big Data” Airport Ecosystem will raise new insights helping the service differentiation. The tailor-made solutions and the “smart ideas” will make the difference. The D2D experience will improved with dozens of passive self-services.
  • 41. Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services Dimitris Bountolos Head of Coordination & Hub Iberia Airlines [ IAG Group ] e-mail: dbountolos@iberia.es
  • 42. Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services Dimitris Bountolos Head of Coordination & Hub Iberia Airlines [ IAG Group ] e-mail: dbountolos@iberia.es