tu viaje comienza aquí - aci · pdf filelic. jorge lukowski, ... to plan or to make...
TRANSCRIPT
2015 ACI
LATIN AMERICA – CARIBBEAN / WORLD
ANNUAL GENERAL ASSEMBLY, CONFERENCE & EXHIBITION
31 August - 2 september 2015 Hotel Westin Playa Bonita Panamá City
Lic. Jorge Lukowski, Institutional Affairs Director, Aeropuertos Argentina 2000
Session 5: PassengersPlus:
Best practices in customer experience
Customer experience is a priority for all airports.
YOUR TRIP BEGINS HERE…
REAL TIME+
ACCESS TO INFORMATION
By the end of 2019
there will be
1910 MILLION
Users in the world
SOURCE:
EMARKETER Y BUSINESS INSIDER
52 % OF THEUSERS Use their Smartphone to plan or to make reservations for their trip
Source: Massachusetts Institute of Technology
1300MILLON
active users
51 %use FB on
their Smartphone
Source: Facebook
750MILLON
users
74 %of followers of one brand are more prone to
using theirservices.
Source: Twitter
Source: Twitter
GOOGLE + 540 MILLON users
INSTAGRAM 300 MILLON users
YOUTUBE 1000 MILLON users
SNAPCHAT 250 MILLON users
LINKEDIN 250 MILLON users
INFORMING
DISCLOSING
DIALOGUING
RAISING
AWARENESS
REPORTING
IDENTIFYING
TYPES OF
USERS
(statistics)
AA2000 APP:
ONE OF THE BEST
APPS IN
ARGENTINA TO
FOLLOW UP TRIPS
AND SERVICES
New language
Real-time alerts
Follow-up
Services
Promotions
• 13 AIRPORTS
• 2015
• TOTAL BY THE END
OF 2015 23 AIRPORTS
TOURISM
SERVICES
ENTERTAINMENT
CORPORATE
WEB AA2000:
LIVE CHAT
WEB AA2000:
PASSENGERS’
GUIDE
Baggage
Formalities
At the airport
AIRPOINTS
PROGRAM
TRAVELER
=
CONSUMER
THE USER OF TOMORROW:
THE CHALLENGES OF TECHNOLOGY
BREAKTHROUGH
• Will hold jobs that don’t exist yet.
• Will use technology that’s not
invented yet.
• Will solve problems that aren’t
problems yet.65%OF TEENS
REAL-TIME INFO
NEW SERVICES
USERS
HOW CAN WE INNOVATE?
?
1. NEW
COMMUNICATIONS
TOOLS
• GADGETS
• INTELLIGENT
HOMES
• INTERACTIVE
SHOP WINDOWS
2. SERVICE
CUSTOMIZED
SERVICE BASED
ON PROFILES
CREATION OF NEW
NEEDS
DURING THIS
PRESENTATION
260 HOURS OF VIDEO UPLOADED
1,653WEBSITES CREATED
933,000TWEETS POSTED
694,000 SONGS DOWNLOADED
173,500SELFIES POSTED
THANK YOU!