The Customer Experience: Beyond just a sense of place at the airport
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Preparing today for tomorrow’s travelers is essential, especially considering how technology is influencing the journey. Robots, drones, augmented and virtual realities will all be part of the experience.
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The Customer Experience: Beyond just a sense of place at the airport
- 1. Catherine Mayer SITA March 17, 2016 The Customer Experience: Beyond just a sense of place at the airport
- 2. The Customer Experience: Beyond Just a Sense of Place at the Airport Catherine Mayer SITA
- 3. CONNECTIVITY DEMANDS WILL CONTINUE TO INCREASE
- 4. Provide fast, free, ubiquitous connectivity Deliver unique personalized experiences to customers Stay ahead of competition
- 5. A UNIQUE SENSE OF PLACE
- 9. Creating “a sense of place” is not good enough! Increasing demand for customized information and entertainment at all times Using technology and the human touch to remain ahead of the competition and keep all customers engaged
- 10. THE FUTURE PASSENGER 35 – 54 years old Gen X 18-34 years old Millennial Under 18 years old Next Gen / Pre-Millennial / Digital Natives / Gen Z Selfie and Swipe Generations / Tweenials
- 12. SOCIAL PREFERENCES Millennials will collectively spend more than $200 billion annually beginning in 2017
- 13. The digital linking of billions of inanimate objects INTERNET OF THINGS Potential economic impact by 2025: $4-$11 Trillion USD Source: McKinsey Global Potential data impact: • Enhanced business and operational results • Personalized customer service • Comprehensive knowledge of the entire passenger journey
- 14. The internet and a willingness to share information set apart both Millennials and Gen Zs Technology and data analysis provide an opportunity to understand the entire journey
- 17. ROBOTICS INTRODUCTION OF SMART MACHINES IN EVERYDAY BUSINESS TASKS IS BECOMING THE MOST DISRUPTIVE TECHNOLOGICAL TRANSFORMATION. ~ FORBES
- 18. COMPANION ROBOTS
- 19. COMPANION ROBOTS: interacting on a human level
- 20. DRONES • World’s first Droneport opens in Nevada • Aerdrome is first commercial airport for drones • Rwanda plans airport for E-Commerce Drones
- 21. MULTI-SENSORIAL EXPERIENCES Beyond just a “sense of place” at the airport
- 22. USING TECHNOLOGY TO GO BEYOND JUST A “SENSE OF PLACE” MIAMI INTERNATIONAL AIRPORT
- 23. Create a Sense of Place Personalize and Entertain Technology and Human Touch for the Ultimate Customer Experience SUMMARY
- 24. GO BEYOND JUST A SENSE OF PLACE AT YOUR AIRPORT! Catherine.Mayer@SITA.AERO THANK YOU