small problems vs great solutions big data approach for active & passive self services
DESCRIPTION
Passenger Terminal Expo 2013 : GeneveTRANSCRIPT
Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services
Small Problems Vs Great Solutions Big Data Approach for Active & Passive Self Services
Dimitris Bountolos Head of Coordination & Hub Iberia Airlines [IAG Group]
GVA 9th
April 15:45
Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services
Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services
Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services
Self C.Service
Self Boarding
Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services
Mobility & Roving Agents
Passive Self Service & Big Data
Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services
Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services
in
Baggage Handling Load / Unload Baggage Delivery
Check-in Connection Security Customer Service
Boarding IB Choice
?
Baggage Claim
Self Bag Drop Self Boarding Self Re-booking Self Bags recovery Self Doc.Check Self Service Point
The entire D2D customer journey is able to be lived in a self mode: All airport processes would be completely driven in a self mode before 2020
Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services
Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services
Check-in Connection Security Customer Service
Boarding IB Choice
?
Baggage Claim
Self Bag Drop Self Boarding Self Re-booking Self Bags recovery Self Doc.Check Self Service Point
The entire D2D customer journey is able to be lived in a self mode: Besides de “self-mode” the mobiles devices are gaining prominence
Mobile Ecosystem
Active Self
Service
Semi Active
Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services
Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services
Years ago “The Mouse” was the contact with the digital context……It forced you to be wired with the reality.
Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services
06:00 08:00 08:00/17:00 17:00 20:00 00:00
Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services
Our generation is living a connected way of life: The vital biorhythm is driven by the continuous availability of information, any place, any time…
Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services
Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services
Right now we live in a digital prison where everybody and everything is accessible: Outside, there is nothing…
Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services
Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services
EVERYTHING IS CONNETED
Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services
Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services
The society has changed during last 5-6 years, right now all experiences are lived and broadcasted digitally through the mobile personal devices.
Pope´s ceremony of enthronization Super Bowl party games
Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services
Despite of having a complete Self Service, customers always have an experience (good, bad, neutral): During the transitions, the boundaries between processes, Passive Self Services & Big Data can reduce the tension and stress over the pain points
Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services
Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services
Iberia Conecta: Push SMS & e-mail
“Small Problems & Great Solutions” solved with Smart passive interactions
Check-in Connection Security Customer Service
Boarding IB Choice
?
Baggage Claim
Self Bag Drop Self Boarding Self Re-booking Self Bags recovery Self Doc.Check Self Service Point
Mobile Ecosystem
Active Self
Service
The processes will be embraced with the passive Self-Services: All truth moments are enhanced with additional touchpoints.
IBHelp : 2nd. Generation of the IPAD solution for a mobile Customer Service Work Force
Semi Active
Passive Self-
Service
Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services
Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services
Everybody knows exactly the meaning of the so called “Big Data” concept?...
Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services
Sensor Data
Public Data
Social Media
Transactions
Enterprise Data
Airport Data
Airport “Big Data” Ecosystem
Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services
The first mandatory attribute of the Airport “Big Data” Ecosystem is the necessity of multiple sources, stakeholers and technologies
Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services
1 Big Data Production
ERP, CRM, Social Media, Web Analytics, RFID, sensors, Machine Generate
3 Big Data Consumption
Mining, Analytics, Search, Enrichments, Process´Re-
ingenieering
2 Big Data Management
Big Data Integration & Big Data Quality
1st Stage 3rd Stage
Customer ´s needs & requirements
Technology strategy
Once the sources are identified it´s essential to certify the accuracy and the quality of the integrated information after this step starts the usage of Big Data
Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services
Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services
Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services
V w 3 3
Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services
Data Velocity
Data Volume
Data Variety
KB. MB.
GB. TB.
PB.
Real Time.
Table Reports
Data Base Mobile Apps
Photo
Web Video
Audio SMS
Social Tech
Dig, Signage
Virt. Agents
QSPs
Scales
KPIs
Video Wall
The “Big Data” Airport & Airline Ecosystem is based on : velocity, volume & variety those three axes are shared between processes & stakeholders
Data Velocity
Data Volume
Data Variety
KB.MB.
GB.TB.
PB.
Table
Reports
Data BaseMobileApps
Photo
Web
Video
Audio
SMS
SocialTech
Dig,Signage
Virt.Agents
QSPs
Scales
KPIs
VideoWall
Data Velocity
Data Volume
Data Variety
KB.MB.
GB.TB.
PB.
Table
Reports
Data BaseMobileApps
Photo
Web
Video
Audio
SMS
SocialTech
Dig,Signage
Virt.Agents
QSPs
Scales
KPIs
VideoWall
Data Velocity
Data Volume
Data Variety
KB.MB.
GB.TB.
PB.
Table
Reports
Data BaseMobileApps
Photo
Web
Video
Audio
SMS
SocialTech
Dig,Signage
Virt.Agents
QSPs
Scales
KPIs
VideoWall
Customer
Baggage
Cargo
Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services
#Sources & Outputs >50 <100 <200 <500 <1000
SMS [#]
e-mail [#]
Video [#]
Bach Processes [#]
Data Bases [#]
Time based reports [#]
Online Reports [#]
Video Wall KPIs [#]
Corporate App [users]
Flights [#]
# / figures
Several non exhaustive figures about the daily operational output of the Madrid Barajas Big Data Scheme
Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services
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 &
tailor-made
answers to
all customer
needs.
Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services
It´s important to mimic the problem. The details an to align the right solution to the detected problems are fundamentals during the usage of the operational information.
Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services
Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services
“Small Problems & Great Solutions” solved with Smart passive interactions
Check-in Connection Security Customer Service
Boarding IB Choice
?
Baggage Claim
• Segregated areas.
• Dedicated path for mobiles.
• Fast Track.
• Queue Management.
• Video recognition.
• Automatic baggage delivery.
• Restaurant e-voucher.
• Hotel e-voucher.
• Boarding gate finder.
• …
IBHelp : 2nd. Generation of the IPAD solution for a mobile Customer Service Work Force
• Dynamic grouping management.
• Reinforced digital signage.
• Digital multilingual public announcements.
• …
• Tail to Tail service.
• Connectivity screens.
• Several conformance tracking points through the connectivity.
• …
• Baggage Claim belt finder.
• Automatic delivery of the rush baggage.
• Dedicated intermodal digital desk.
• Digital tracking of the over gauge baggage.
• Queue management.
• Virtual Agents.
• Smart Scales.
• Customized Digital signage.
• Video Recognition.
• Over gauge baggage
• …
Iberia Conecta: Push SMS & e-mail
For each airport processes It has been developed several “passive” interactions trying to improve the entire customer experience
Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services
Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services
“DON´T TELL ME WHAT TO DO”
Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services
Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services
“DON´T TELL ME WHAT TO DO”
Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services
Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services
Check-in
Queue Mgmt
• Reduction on average 10 minutes of queuing time during peak hour.
• The process time for each customer and employee is recorded and integrated in to the BI platform in order to enhance the resource planning.
• The IBpad of the supervisors help them to monitories in an online mode each of the counters
Passive Self Service: With a very simple and smart implementation the check-in queue management has been enhanced
Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services
Check-in
Smart Scales
Passive Self Service: The new Smart Scales provide accurate and tailor-made information answering the customer´s needs.
• The new scales distributed through all the check-in are equipped with an internal computer and a digital screen.
• The information provided let the customers understand the limit of their franchise and if they are allowed or not to carry the baggage.
• It´s able to modify in an online way the information presented in each scale.
Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services
Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services
Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services
Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services
Check-in
Virtual Agents
• Our virtual agents are simultaneously broadcasting messages related with the mayor customer´s concerns.
• More than 200 messages organized by concrete themes are encapsulated an ready to be broadcasted.
• The supervisors are able to launch dedicates messages with the IBpad.
Passive Self Service: Our Virtual Agents are continuously prepared to broadcast the most relevant reminders to the customers
Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services
Baggage
Claim Over gauge
Baggage tracking
• A new platform is used just to provide accurate and online information about the over – gauge baggage.
• Each customer can track each piece including the waiting minutes until the delivery
Passive Self Service: Thanks to the GPS , the mobility and the “Big Data” the status of the over gauge baggage is track at the baggage claim area
Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services
Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services
We are not inventing the wheel…¡ There are other initiatives cheaper and smarter than ours that we have used as inspiration. (bus stop antistress for free)
Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services
Customer Notifications
• The proactive Customer notifications platform automatically triggers thousands of messages segmented by typology
• Thanks to the continuous exchange of updates the management of the day to day incidences has been improved dramatically
Comm. Channel
Comm. Moment Content Event
Time Schedule change
Cancelled Flight
Seat Change
Confirmed seat
Baggage not boarded
Baggage Search File
Delivering Baggage
Baggage delivered Real Time
Real Time
Real Time
Arriving at destination
Until 24h. before flying
Until 24h. before flying
Real Time
Real Time
Passive Self Service: Mobility is an strategic functional & technical
Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services
Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services
Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services
Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services
Check-in Boarding Cust.Serv. Baggage
A.
IBHelp
• With the IBHelp, the evolution of the IBPad launched on 2010 our roving agents have the total control of our corporate tools in a mobile ways.
• DCS, CDS Ticketing, Printing capabilities, CRM, online KPIs.
Passive Self Service: Mobility is an strategic functional & technical framework for Iberia, the commitment with our customers is called IBHelp.
Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services
Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services
Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services
Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services
Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services
Quick Service Points (QSP)
Customer Service
?
Passive Self Service: The quick Service Point, a ubiquity touch point just waiting to solve any customer queries.
• With the QSP we have spread all over the airport : land & airside area relevant online information for our customers.
• Boarding area & Baggage claim are self assisted providing added value thanks to the presence of the with the QSPs
Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services
Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services
Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services
Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services
Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services
Check-in Connection Security Customer Service
Boarding IB Choice
?
In Flight Service
IPURSER
Baggage Claim
Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services
Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services
Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services
Jan 2013
Feb 2013
Jan 2012
Feb 2012
Mar 2012
April 2012
May 2012
June 2012
July 2012
Aug 2012
Sep 2012
Oct 2012
Nov 2012
Dic 2012
IBHelp
QSPs
Over Gauge Manag.
SMS & e-mails Smart Scales
Queuing Mang.
Virtual Agents
Digital Signage CKI
IPAD + Payments New Auto Check-in
2012 was a great year. We implemented more than 100 useful solutions for small problems. Those are just 10 of them…
Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services
All airport processes will be managed in a “self mode” before 2020.
The personal mobile devices : smartphones and pads are the linkage between the customers and the company.
The customer service will be completely reformulated: roving agents, segmented proactive advisory attention….
The “Big Data” Airport Ecosystem will raise new insights helping the service differentiation.
The tailor-made solutions and the “smart ideas” will make the difference. The D2D experience will improved with dozens of passive self-services.
Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services
Dimitris Bountolos Head of Coordination & Hub Iberia Airlines [ IAG Group ] e-mail: [email protected]
Small problems Vs Great Solutions Big Data Approach for Active & Passive Self Services
Dimitris Bountolos Head of Coordination & Hub Iberia Airlines [ IAG Group ] e-mail: [email protected]