the customer experience: beyond just a sense of place at the airport
TRANSCRIPT
Catherine Mayer SITA March 17, 2016
The Customer Experience: Beyond just a sense of place at the airport
The Customer Experience: Beyond Just a Sense of
Place at the Airport
Catherine Mayer
SITA
CONNECTIVITY DEMANDS WILL
CONTINUE TO INCREASE
.
Provide fast, free, ubiquitous connectivity
Deliver unique personalized experiences to customers
Stay ahead of competition
A UNIQUE SENSE OF PLACE
MUNICH AIRPORT
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
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
Shorter
Attentio
n Spans
DIGITAL: SMALL
BYTES
SOCIAL PREFERENCES
Millennials will
collectively spend
more than $200
billion annually
beginning in 2017
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
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
TECHNOLOGY
TRENDS
WEARABLE
…AND BIONIC IMPLANTS
ROBOTICS
INTRODUCTION OF SMART MACHINES IN EVERYDAY
BUSINESS TASKS IS BECOMING THE MOST
DISRUPTIVE TECHNOLOGICAL TRANSFORMATION. ~
FORBES
COMPANION ROBOTS
COMPANION ROBOTS: interacting on a human level
DRONES
• World’s first Droneport
opens in Nevada
• Aerdrome is first
commercial airport for
drones
• Rwanda plans airport for
E-Commerce Drones
MULTI-SENSORIAL EXPERIENCES
Beyond just a “sense of place” at the airport
USING TECHNOLOGY
TO GO BEYOND JUST A
“SENSE OF PLACE”
MIAMI INTERNATIONAL
AIRPORT
Create a Sense of Place
Personalize and
Entertain
Technology and
Human Touch for the
Ultimate Customer
Experience
SUMMARY
