customer experience: experiences that fly: making digital relevant in transit by morten dam-andersen...

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Experiences that fly - making digital relevant in transit

Who am I?

CPH – a brief intro

The airport challenge

The digital solution

The omnichannel experience

Final thoughts

Agenda

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Who am I?

2012 – current: Digital Business Development Manager @ CPH

2009 – 2012: Online Project Manager @ Hi3G Denmark

2007 – 2009: Online Project Manager @ Widex Hearing Aids

2007 MSc in Digital Design & Communication

2004 BSc in International Business Communication (Spanish)

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Site Manager Cph.dk / Digital Business Development Manager

2012 – nu: CPH

2009 – 2012: Teleselskabet 3

2007 – 2009: Widex A/S

Cand. IT – Design, Kommunikation & Medier 2007

CPH Vision

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The Gateway of Northern Europe

- Where you come to move on and we make you wish to stay

"Best Airport in Northern Europe" for the fourth time in six years

Number 2 in "World's Best Airport Security“

Number 2 in "World's Best Airport: 20-30 million passengers

Number 2 in the world for cleanest airport

Number 1 in Europe for baggage delivery

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Europe’s most efficient airport 11 times in the last 13 years

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Best Airport Food & Beverage Offer of the Year 2014 + 2016

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7th place: "World's best Airport"

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The airport challenge

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The ”travel value chain”

Transport & Arrival

Check-in & Bagage

Security Shopping Dwell time

Gate & Boarding

Inflight Bagage reclaim

The digital solution

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What do users want?

See baggage rules Check flight info

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What does CPH want?

Sell parking Sell Tax free

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The digital vision

… Meeting business goals by enhancing the physical airport experience through a seamless

user journey across systems and devices

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The ”travel value chain”

Transport & Arrival

Check-in & Bagage

Security Shopping Dwell time

Gate & Boarding

Inflight Bagage reclaim

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The new ”travel value chain”

The omnichannel experience


2012 – nu: CPH


2007 – 2009: Widex A/S


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Cph.dk (EPiServer – Atea)

Shop.cph.dk (EPiServer – CPH)

Advantage.cph.dk (EPiServer – CPH)

Parkering.cph.dk (Hubspot – Amazon)


2012 – nu: CPH


2007 – 2009: Widex A/S


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2012 – nu: CPH


2007 – 2009: Widex A/S


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Parking prebooking

Prebook parking online


2012 – nu: CPH


2007 – 2009: Widex A/S


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Car care services

Prebook parking online

Staying relevant


2012 – nu: CPH


2007 – 2009: Widex A/S


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2012 – nu: CPH


2007 – 2009: Widex A/S


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User departure date is key!


2012 – nu: CPH


2007 – 2009: Widex A/S


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Final thoughts

Take aways

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Limit to new product launches – both internally and for users

Beware of business cases (1+1 does not equal 2!)

customer experience: experiences that fly: making digital relevant in transit by morten dam-andersen...

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