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Airline retailers

John Lonergan, Amadeus

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Our industry is changing rapidly

Digitalization

Multi-touch-point

Content diversification

Personalization

Autonomy

Flexibility

NDC

Big Data

Mobile first

Chatbots

IoT

Speed

AI

* According to https://www.diggintravel.com/5-airline-marketing-trends-2018/

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And this change is driven by factors beyond the airline industry

Seamless cross-device experiences

Expanding channels to market

UX expectations driven by digital giants

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The retailing basics

TRAFFIC

CUSTOMERINSIGHTS

CUSTOMER SERVICE

CONVERSION

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CUSTOMER EXPERIENCE

PERSONALIZATION

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Simple

Digital Experience SuiteDeveloper Toolkit Experience Management

XML APIs

Extended EcosystemPARTNER

INTEGRATIONS

DIGITAL

SERVICES

OPEN

MARKETPLACE

…

D a t a – e n a b l e d

Simple

Agile

Open

Deployment Hosting and operationBuild and testDevelopment

Open everywhere

Open for DevOps

Open with other systems

Embed external componentsCMSthrough APIs

DeepIntegration

DigitalExperience

Suite

AnalyticsCloud

AudienceManager

ExperienceManager

Campaign

TargetCustomerExperience

Management

AmadeusAnytime

Merchandising

Dynamic Intelligence Hub

Adobe Experience PlatformAdobe SenseiUnified Profile Data + Content Ecosystem

Amadeus Airline PlatformOfferData & Analytics Order Traveler Experience Sales & Distribution OperationsDigital Experience

Simple

Agile

Open

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CO

NFI

DEN

TIA

L A

ND

RES

TRIC

TED

Putting it all togetherComponent standardization

The new modelSpeed and total control

Prime Booking

Servicing

Check-in

Shopping AncillariesPassenger Confirmation

Bespoke Community

City Tour Ancillary

Off-the-shelf UI Bespoke (DES Compatible)

SAFe in action

Innovation team

Transformation team

Lean Portfolio Management team

Program Increment

Inspect and Adapt

System demo

Customer visit (Lufthansa)

Community of Practice

PO sync meeting

Airline hackathon in Singapore - February 2019

MH Connect Social FareChat and book

Airline hackathon in Singapore - February 2019

Recurrent Travel Plan TDDigital Connected Spaces

Tailored Services Wish list

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Speed to value

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Thank you!

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