How can we enable a more efficient and streamlined operational environment that enhances our employee experience? What needs to happen in order for us to succeed in our vision to create the best intelligent travel ecosystem? What role does AI, data and emerging technologies play across our organization? Learn how Finnair, a 95 year old airline, has been navigating towards a future proof working environment.

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The Flight Path towards a Data
Driven Organisation
Theskyisnotthelimit,when therearefootprintsonthemoon
Patrik Etelävuori , Digital Transformation Lead
@patetel

2. CONFIDENTIAL | © Finnair | Strategy 2016-20182

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O P E R AT I O N A L P L AT F O R M D I G I TA L P L AT F O R M
How a 95-year old airline is adopting new ways of working and building future business on digitalization:
Our opportunities and our journey towards best intelligent travel ecosystem
From an airline to intelligent travel ecosystem

5. OURDIGITALVISION2020
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“Best intelligent travel ecosystem”
Best =
We seek to be world-class with our
digital experience. Our customers
rank us as one of the best travel
experience providers.
Intelligent =
We go beyond simple automation
and incorporate AI in our
commercial and operational
solutions with customer at the center
of analytics.
Travel ecosystem =
We view digitalization as a broader,
systemic effort impacting how we
operate. We will orchestrate a
Nordic travel ecosystem.

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OURTRANSFORMATIONSTACK
VISION AND STRATEGY
PEOPLE, SKILLS AND CULTURE
BUSINESS MODELS
TECHNOLOGY
ORGANIZATION & PROCESSES
SERVICES & PRODUCTS
Where do we want to be and how to benefit from the change
around us?
How to build value for our shareholders and customers?
Where to use digital for more efficiency and employee
experience?
How to serve customers and sell more in the digital world?
What skills and culture we need to deliver the case?
What technology do we need to deliver the case?

7. Among different industries, travel & transportation
has the highest untapped AI potential

8. Data Driven
Desicions Enabled
START
DESCISIONS
OUTCOME
Digital Twin
Connected Technologies
Artificial Intelligence
Data
The path towards data driven descions
begins with understanding your data
Value of AI is realized when solutions
are in active use and technologies are
connected.
Visualising your data to an
understandable form provides business
value in forms of efficiency, better
decisions, smoother journey for both
customers and employees

9. Various forms of data is created in daily operations
• Flight planning- &
operations
• Workforce
• Employee development
and -feedback
• Fleet
• Capacity
• Maintenance
• Network planning and –
operations
• Partnerships
• Customer service• Digital channels usage
• Marketing activities
• Baggage
• Cargo
• Loyalty profiles
• Customer’s transactions

10. Artificial Intelligence helping in disruption
management
Even small delay can cause a ripple effect for
whole day operations, or even further
Human-In-The-Loop = AI in its best
Ensure critical connections
Aircraft and crew rotation
Delays caused by bad weather

11. THE XR USER
INTERFACES
WHERE DOES XR ADD VALUE?
Impossible made possible. You can replicate
scenarios that are too expensive or dangerous
to create in real life and train them - from
technical training to customer service.
Visible results. Try as many times as you need!
Learning experiences are deepened with VR as
you experience instead of observing.
Plan before doing. In VR and AR it is easy to
simulate potential scenarios. Fast iteration
before building real infrastructure or service
processes.
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4. New ways of visualising real time data to
enable more accuracy in decision making

12. Virtual Reality has disappeared from The Gartner
Hype Cycle in 2018.
The next phase for Finnair is to identify the real
benefits of VR through:
• feasibility studies
• proof of concepts
• data collection
EMERGING TECH HYPE
CYCLE
Innovation
Trigger
Peack of
Inflated
Expectations
Trough of
Disillusionment
Slope of
Enlightenment
Plateau of
Productivity
As of august 2018
2 to 5 years
5 to 10 years
Edge AI
Conversational
AI Platform
Smart Workspace
5G
Digital Twin
IoT Platform
Virtual Assistants
Mixed Reality
Augmented Reality

13. • Real-time plane traffic and weather
conditions
• Matching the data from flight radar and
info from the gates
• Utilizing the data from AOS and other
applications
DIGITAL TWIN VISION
SCREENSHOTS FROM DIGITAL
TWIN
VR, AR, 2D

14. Slush, Situational Awareness Demo
Speed Turnaround Video
A350 VR introduction for marketing
Flight Academy & Occupational Safety
Training
WHAT HAS FINNAIR
DONE IN XR SO FAR?

15. THE PHYSICAL
• Operational environment
• Un-operational environment
THE DIGITAL
• All digital platforms
COMBINING TWO
OPERATIONAL
ENVIRONMENTS:
PHYSICAL
AND DIGITAL

16. THANK YOU
HAPPY TO CONTINUE
THE DISCUSSION!
@patetel
patrik.etelavuori@finnair.com
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