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Wps 2016 driving business change through innovation

During IATA 2016 World Passenger Symposium in Dubai Indra presented how Indra drive innovation with speed via agile, and innovative customer interaction measurements.

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Wps 2016 driving business change through innovation

  1. 1. DRIVING BUSINESS CHANGE THROUGH INNOVATION METHODOLOGY
  2. 2. 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. 3. 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. 1. Innovation Methodology Onmichannel Customer oriented Useful Quick New customer experiences
  4. 4. 4 Changing from reactive to proactive business requirements definition using customer analytics to identify client needs Digital Transformation Vision Workshops Ideation Align Digital Vision Resources available Scale MeasureTechnology execution Vision Prototype Implementation Add-ons Strategy Consultants Management Consultants Technology Consultants Experience Designers Solutions Architecs Technology Consultants Cybersecurity Experts Data ScientistsCapabilities Assets IoTplatforms Applications Products(iSales,socialmedialessening,advancedcontactscenter…) From reactive to proactive using customer analytics 1. Innovation Methodology Discovery Social Media Input Customer Surveys Competence Analysis SocialMedia Monitoring Surveysand Q&A Social Media Specialist Campaign and Survey Manager Service Design Specialist
  5. 5. 5 Search &Purchuse Check-in & airport In Flight Baggage claim & End of Flight JourneyPre-Journey Post-Journey Awareness Consideration Purchase Live Experience Retention Social Media: Comments– Passenger Service Listen & Tracking Claims Recommendations (social clicks) Transport search Baggage claim Friends & family Web Home Flight selection & offers Listen & Tracking Passengers Community Media APP Entrance to airplane Share experience Check-in Online Comunidad 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. 1. Innovation Methodology Enhance time to market with agile methodologies. Obtain immediate feedback using A/B testing and customer interaction measurements..
  6. 6. 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 1. Innovation Methodology Is not about being perfect but continuously improve
  7. 7. 7 Be agile 1. Innovation Methodology Better time to market using iterative increase methodologies New Variables Uncertainty (is more difficult to know who is going to need a changing world) and speed (obsolescence periods are dwindling) Methodological Base When 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 Types Iterative Increase Methodologies (Scrum) vs Continuous Increase Methodologies (Kanban) Agile scaling Foundations of Development Continuous integration, TDD
  8. 8. 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 1. Innovation Methodology
  9. 9. 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 1. Innovation Methodology 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. 10. 10 We Speak Airlines Oct 2016

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  • Johnsimht

    Nov. 25, 2019

During IATA 2016 World Passenger Symposium in Dubai Indra presented how Indra drive innovation with speed via agile, and innovative customer interaction measurements.

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