collaboration

Optimization: Back to the Core 7Th GroundStar User´s Conference

Future Travel Experiece 2012 Second Working Session

What is Customer Experience? : All is about the

Future Travel Experience 2012 2nd Working Session

The total sum of all the interactions that a customer has with a business in the course of their daily life, as compared with their expectations.

These interactions will either strengthen or weaken the future relationship and that customer´s desire to return, spend more and recommend.

It is a blend of an organizaction´s physical performance, the senses stimulated and emotions evoked.

CX = Σ Perceptions - Expectation

Max. Perceptions: •  Increasing the number •  Increasing the quality •  Increasing the frecuency

Δcx

Δcx

Which is our playground? ,every touch-point matters



Reduce and simplify the pain points require and holistic approach

Traditionally we have worked in silos…


Airport Authority

Stakeholders

Customer Others Air.Dept


Customer

Community Company & Partners

A new way of shared interaction is needed

•  Online exchange of information •  Common review of the stress-points •  Joint Optimization processes •  Technology alignment •  Win-Win areas for all stakeholders •  Shared business oportunities within the

Airport

Interaction Joint Space Employee

•  Increasing the quality •  Increasing the frequency •  Gathering alignment •  Digitally driven •  Mobile availability •  Self oriented

?


The unbalanced situation must be reformulated

Interaction Joint Space

Customer Employee

Community Company & Partners

The D2D customer journey & the shared areas


Truth Moments Touch Points where

to create and Maximize experiences

proactively

Opportunity to advocate

Shared

Experience where to create

expectations

Lesson Learnt

Shared

Experience where to create better products

services

Door to Door processes supported by multi-scheme

data streams shared in online mode in all senses

Customer Employee

Community Company.


Complete Re-design

Full Auto Check - in

QSP

Self Boarding

Self Rebooking

Auto PIR

Check-In

Baggage

Connections

Boarding

Customer Service

Security


The ability to offer a homogeneous Product & service in time of incidents

Better response times throughout the entire airport sub- processes portfolio

Generate cost savings over the third parties operation

BHS Provider

Op Div. Airport

Security Airport

Retail

Quality Airport

Metro

Hotels

Police Social M. Depart.

Restaur.

ATC

GHE Mainten.

Vip Lounges

Accurate &

taylormade

answers to

all customer

needs

Several examples of what we are doing


•  Online stands & boarding gates assignment based on a connectivity cost model

•  Shared forecast of the activity : expected baggage, local pax,etc.

•  Express bagage management in the BHS based on CRM criteria transferred

•  Passport & Security Filters conformance online data exchange

•  Digital exchange of claims •  A-CDM Vs TAM ( Total Airport Management ):

Airline online preferences AMAN/DEMAD

1 of 2


•  Online hotel rooms availability •  Online exchange of the e-voucher status

with all the airport´s restaurants •  Online status of the auto check-in kiosks •  Online status of each piece of baggage •  Dynamic management of the carrousels based on the shared mechanical status of the infrastructure •  The status of all turnarround processes

with the subcontractors. •  Online deicing pads preferred. •  Online Status of each GHE

2 of 2 Several examples of what we are doing

To move the CX forward we must all move the same shared wheel


The reward?...let the customer Simply Fly……

Optimization: Back to the Core 7Th GroundStar User´s Conference

Dimitris Bountolos Montabes Head of Coordination & Hub Development

collaboration

Business

working session

shared experience

customer experience

silos future travel

future relationship

online mode

shared mechanical status

customer needs