more ground to break: craig kreeger, chief executive officer, virgin atlantic airways ltd

Virgin Atlantic as a Driver of Change

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

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

Customer Feedback on Wearable Technology Trial

Customers

― Positive overall

― A new way to engage with them

― More personalised service

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

Media loved it…

The trial was a success

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

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Source: presentation of Craig Kreeger, Virgin Atlantic

at the 2014 SITA Air Transport IT Summit, Brussels.

2014 Air Transport IT Summit