‘Enhancing the Service
Experience’
Meeting travellers expectations
beyond 2014
Vince Kerr
Contents
BEGIN
END
L3
Backgrou
nd
I
Competiti
ve
Dimensio
ns
II
Summary
Technolog
y Trends
IV
Service
Matrix
V
Delivery
Pl...
L3 Background
• L-3 ASA is part of a US based global organisation with
annual revenues of $12.6bn, specialising in Space,
...
Rail and the competition
Metro
Commuting
Regional /
Long Distance
Taxis, Buses
Private Cars, Buses
Private Cars,
Aircraft
...
Service Experience?
Japanese Train Station.mp4
Understanding customer need
Help me relax and impro
my experience, provide
distraction
Help me be productive
Make my life ...
Two of the top 3 countries for Smartphone use
globally are in the GCC – UAE and KSA
76% of air travellers carry their Smar...
1. Mobile Booking
2. Clear pricing
3. Real-time journey
information
4. Prepared to pay
for additional
services
5. Customis...
Key technology enabled trends
Source: McKinsey Global Institute – Ten IT Enabled business trends for the decade ahead
Building a service matrix
Journey
Managemen
t
Communicat
ion
Entertainm
ent
Retail /
Advertising
Metro Wayfinding,
Connect...
Delivery platforms
1. Crew ‘App’
2. Remote System
Management
3. Passenger ‘App’
4. Onboard screens
and distribution
incl. ...
Summary
Competition is varied
- Understand where and with what you are
competing, the needs are different
Customer expecta...
Ultimate Goal
For integrated communication and entertainment
services to underpin the Service Experience in
rail travel fo...
Growing Business in the
KSA• In 2013, recognizing the
strategic importance of the
region and the Kingdom of
Saudi Arabia, ...
Come and see us on stand C3 in the exhibition area
Vince kerr l 3 communications
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Vince kerr l 3 communications

  1. 1. ‘Enhancing the Service Experience’ Meeting travellers expectations beyond 2014 Vince Kerr
  2. 2. Contents BEGIN END L3 Backgrou nd I Competiti ve Dimensio ns II Summary Technolog y Trends IV Service Matrix V Delivery Platforms VI VII Q & A VIII ? Customer Need III
  3. 3. L3 Background • L-3 ASA is part of a US based global organisation with annual revenues of $12.6bn, specialising in Space, Transportation, Defence and Security Solutions. Recently acquired Data Tactics, a world leader in Big Data Analytics • We have been developing solutions to enhance the Passenger experience of Airline and Rail customers for over 10 years and our portfolio includes; • Passenger Information Systems , Content Management Systems • Intelligent Maintenance Tools, Operations Management Systems •Rail • Turnkey solutions for Heathrow Express and Gatwick Inter-Terminal Transit Passenger Information System. • Experience with Siemens, Bombardier and Hitachi •Airlines • Development and ongoing support of Passenger Entertainment Software for Swiss Airlines.
  4. 4. Rail and the competition Metro Commuting Regional / Long Distance Taxis, Buses Private Cars, Buses Private Cars, Aircraft etitive Dimensions - Pricing, Timetable/Convenience, Service Experie
  5. 5. Service Experience? Japanese Train Station.mp4
  6. 6. Understanding customer need Help me relax and impro my experience, provide distraction Help me be productive Make my life easier, give me control Journey Management Communication Entertainment
  7. 7. Two of the top 3 countries for Smartphone use globally are in the GCC – UAE and KSA 76% of air travellers carry their Smartphone with them Social Media usage in the GCC area is among the highest in the world (90+%) 62% of air travellers use social media Air Travel has set the standard for technology enabled service – mobile booking, e-tickets, itinerary management, online seat selection, mobile check-in The connected traveller ources: Google, SITA & Accenture
  8. 8. 1. Mobile Booking 2. Clear pricing 3. Real-time journey information 4. Prepared to pay for additional services 5. Customised 70% would use a smartphone to book travel Want best deals clearly shown Provide information to enable them to avoid delays – SMS and email preferred channel Connecting their own devices and paid for ‘Infotainment’ top of the list ource: Accenture Western Europe Rail Traveller Survey : 2012 Customer expectation
  9. 9. Key technology enabled trends Source: McKinsey Global Institute – Ten IT Enabled business trends for the decade ahead
  10. 10. Building a service matrix Journey Managemen t Communicat ion Entertainm ent Retail / Advertising Metro Wayfinding, Connections, Q Avoidance, Delay info and mgt Phone, SMS and Email Distraction (push) – News Headlines, Weather, Local Information Advertising Commute As Above As Above As Above + BYOD (Pull) for internet surfing, itinerary management Advertising, onward journey Ticket Purchase Regional / Internatio nal As above and Destination Info, Travel itinerary management, Events info and As Above plus video calling e.g. Facetime, Skype As above and Cached volume content i.e. Movies, TV, Sporting Advertising, Infomercials, Tickets, events, hotels etc.
  11. 11. Delivery platforms 1. Crew ‘App’ 2. Remote System Management 3. Passenger ‘App’ 4. Onboard screens and distribution incl. Bandwidth Mgt 5. Customer Insight System Mgt, Social media response, Journey information, Customer Profiles Content Management, Real-time diagnostics, ‘self booked’ maintenance Journey Mgt incl. Booking, ticketing, seat preference. Personal profile management, loyalty scheme engagement Enable BYOD and limited WiFi ‘Offloading’, provide cache-ing and distribution for high volume content
  12. 12. Summary Competition is varied - Understand where and with what you are competing, the needs are different Customer expectation is very high - but there is a hierarchy of need – journey management is critical It is a ‘connected audience’ and will become more so - But more is not necessarily better – avoid information overload
  13. 13. Ultimate Goal For integrated communication and entertainment services to underpin the Service Experience in rail travel for the 21st Century HX0611 HexTV promo Low Saudi.mp4
  14. 14. Growing Business in the KSA• In 2013, recognizing the strategic importance of the region and the Kingdom of Saudi Arabia, L-3 made the decision to establish one of its five, global corporate offices in Riyadh. • After months of planning and effort, L-3 Saudi Arabia, LLC will open in June 2014. • Working closely with our Saudi customers to identify and refine requirements; then partnering with the “right” local businesses to meet those L-3 Saudi Arabia, LLC 4th floor, Faisaliah Tower Riyadh Kingdom of Saudi Arabia
  15. 15. Come and see us on stand C3 in the exhibition area

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