transforming the digital passenger experience · transforming the digital passenger experience...
TRANSCRIPT
![Page 1: Transforming the Digital Passenger Experience · Transforming the Digital Passenger Experience Presenter name here Guy Stephenson Chief Commercial Officer, Gatwick Airport. Gatwick](https://reader033.vdocument.in/reader033/viewer/2022042318/5f0797c27e708231d41dc193/html5/thumbnails/1.jpg)
Transforming the Digital
Passenger Experience
Presenter name here Guy StephensonChief Commercial Officer, Gatwick Airport
![Page 2: Transforming the Digital Passenger Experience · Transforming the Digital Passenger Experience Presenter name here Guy Stephenson Chief Commercial Officer, Gatwick Airport. Gatwick](https://reader033.vdocument.in/reader033/viewer/2022042318/5f0797c27e708231d41dc193/html5/thumbnails/2.jpg)
Gatwick Airport: The most productive airport infrastructure on the
planet
• The world’s busiest single runway airport: 90 days 900+ aircraft movements (take off or landing)
• 55 declared aircraft movements per hour
• The UK’s largest network: 228 destinations in 74 countries
• 44 million passengers per year
• 130,000 passengers per day
• 12,000 per hour through security
![Page 3: Transforming the Digital Passenger Experience · Transforming the Digital Passenger Experience Presenter name here Guy Stephenson Chief Commercial Officer, Gatwick Airport. Gatwick](https://reader033.vdocument.in/reader033/viewer/2022042318/5f0797c27e708231d41dc193/html5/thumbnails/3.jpg)
Technology has transformed our passenger journey
Digital for the Gatwick FamilyEarly digital building blocks
– easyJet mobile host
2013 2014 201720162015
Biometric security gates early adoption World’s largest self service bag drop Early bag store
Real time people monitoring
and improved our operational efficiencies
![Page 4: Transforming the Digital Passenger Experience · Transforming the Digital Passenger Experience Presenter name here Guy Stephenson Chief Commercial Officer, Gatwick Airport. Gatwick](https://reader033.vdocument.in/reader033/viewer/2022042318/5f0797c27e708231d41dc193/html5/thumbnails/4.jpg)
How have our services evolved
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2013 2014 201720162015
Gatwick Connects MyGatwickPremium valet parking
Airport upgrades Premium security Premium passport control
![Page 5: Transforming the Digital Passenger Experience · Transforming the Digital Passenger Experience Presenter name here Guy Stephenson Chief Commercial Officer, Gatwick Airport. Gatwick](https://reader033.vdocument.in/reader033/viewer/2022042318/5f0797c27e708231d41dc193/html5/thumbnails/5.jpg)
2011 2016
How have our passengers’ needs changed in that time?
I don’t want to queue
Technology improves passenger processes & flow
I want to feel in control
Technology provides personalised experiences
2011 2016
Every day >100k empowered, informed, demanding,
tech-savvy consumers come through our doors
![Page 6: Transforming the Digital Passenger Experience · Transforming the Digital Passenger Experience Presenter name here Guy Stephenson Chief Commercial Officer, Gatwick Airport. Gatwick](https://reader033.vdocument.in/reader033/viewer/2022042318/5f0797c27e708231d41dc193/html5/thumbnails/6.jpg)
We are now developing the ecosystem to deliver what our
consumers want
6
Technology
Consumers
Who you are
What you want
Where you are
What info you
need
Services
What we can
offer you
How we get it
to you
![Page 7: Transforming the Digital Passenger Experience · Transforming the Digital Passenger Experience Presenter name here Guy Stephenson Chief Commercial Officer, Gatwick Airport. Gatwick](https://reader033.vdocument.in/reader033/viewer/2022042318/5f0797c27e708231d41dc193/html5/thumbnails/7.jpg)
Passive WiFi analytics
Increased passenger satisfaction• Understanding and optimising the
passenger flow• Real time vs predictive data – immediate
responseDirect commercial benefit
• First, second hit data for category/concession placement
• Link promotional stimulus to EPOS• Uncovers correlations and trends
Optimised staffing• Cost saving by improving resource
deploymentIncreased advertising revenue
• Through intelligent data-led advertisingNew avenues for partnerships
• With airlines, sponsors and concessionaires
![Page 8: Transforming the Digital Passenger Experience · Transforming the Digital Passenger Experience Presenter name here Guy Stephenson Chief Commercial Officer, Gatwick Airport. Gatwick](https://reader033.vdocument.in/reader033/viewer/2022042318/5f0797c27e708231d41dc193/html5/thumbnails/8.jpg)
The Gatwick app, linked to an individual’s flight, allows us to
leverage prior knowledge of a consumer and talk to them directly
![Page 9: Transforming the Digital Passenger Experience · Transforming the Digital Passenger Experience Presenter name here Guy Stephenson Chief Commercial Officer, Gatwick Airport. Gatwick](https://reader033.vdocument.in/reader033/viewer/2022042318/5f0797c27e708231d41dc193/html5/thumbnails/9.jpg)
A single
integrated website
/ e-commerce
platform with
consolidated sites
CRM providing
customer insight
and customer
service
An integrated APP
that drives a world
class customer
experience (iOS &
Android)
A single integrated marketing
platform which works across all
channels e.g. website, eMail,
APP
Creating a Unified Customer View allows us to recognise
our passengers as customers
![Page 10: Transforming the Digital Passenger Experience · Transforming the Digital Passenger Experience Presenter name here Guy Stephenson Chief Commercial Officer, Gatwick Airport. Gatwick](https://reader033.vdocument.in/reader033/viewer/2022042318/5f0797c27e708231d41dc193/html5/thumbnails/10.jpg)
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The rise of the machines
“Alexa, Is my flight on time?”
“Alexa, cuando sale el próximo tren a Londres?”
Drone runway inspection
AI / Chatbot
Real time passenger feedback
Virtual shopping
assistant
Smart bins
PRM Uber Electronic nose
![Page 11: Transforming the Digital Passenger Experience · Transforming the Digital Passenger Experience Presenter name here Guy Stephenson Chief Commercial Officer, Gatwick Airport. Gatwick](https://reader033.vdocument.in/reader033/viewer/2022042318/5f0797c27e708231d41dc193/html5/thumbnails/11.jpg)
Our ambition
To be the world’s most
technologically advanced
airportPresenter name here
Thank you