Virgin Atlantic conducted trials with wearable technology like Google Glass to provide employees with better customer information and free customers from paperwork. Customer feedback was positive about the more personalized service. Employees also found the technology empowered them to provide better service while increasing productivity by reducing paperwork. The trial was deemed a success, and Virgin Atlantic plans to continue innovating customers' experiences through technologies like iBeacons and facial recognition. However, open standards are needed to fully realize innovation potential across the industry.

2. Virgin Atlantic as a Driver of Change

3. Our Ideas Lab
– Ask a different question
– Start small, grow big
– Make it part of people’s job
– Have a process, but keep it simple
– Give them access to resources
– Test, measure, try again
– Failure is good

5. Use Case – Greeting Passengers
– It was about giving staff better
information and freeing them up to be
with our customers
– We trialled Glass, Smart watches, and
Phones
– We took employee and customer
feedback
– We innovated during the trial

7. Customer Feedback on Wearable Technology Trial
Customers
― Positive overall
― A new way to engage with them
― More personalised service

8. Wearable Technology Trial: Our Teams
Employees
― Comfortable to wear: Minor
adjustment period
― Empowered to provide better service
― Reduced paperwork and increased
productivity
Technology
― Battery
― Data
― API

9. Media loved it…

10. The trial was a success

11. Next Steps
We intend to continue to lead and innovate as we champion
our customers experience:
― iBeacon
― Facial recognition for personalised flight information
― And more to come…
But, co-developed open standards are needed to support the
full potential of innovation in our industry

12. DISCLAIMER
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 Craig Kreeger, Virgin Atlantic
at the 2014 SITA Air Transport IT Summit, Brussels.
2014 Air Transport IT Summit