World Passenger Symposium 2016World Financial Symposium 2014
World Passenger Symposium
18 – 20 October 2016 JW Marriott Marquis – Dubai, UAE
World Passenger Symposium 2016World Financial Symposium 2014
Innovation Through Digital
AlchemyDomenic Ravita
Senior Director, Global Solutions Consulting
Tibco Software
Domenic Ravita
Sr. Director
Solutions Consulting
Innovation through Digital Alchemy
• Founded in 1997
• First Airline Customer in 1998
• Based in Palo Alto, California
• APIs, Analytics, and Real-time Events
• Present in 30+ countries
• 3500+ employees
• 10000+ customers
• 1+ Billion USD in annual revenue
• Selected Airline Customers:
2 0 0 5 2 0 1 3
THE PACE OF DISRUPTION IS GETTING FASTER
Be Everywhere
Empower Staff
Alchemy at the Edge, Alchemy at the Core
Be Everywhere, Expand the Value, Mashup
API Mashups
6
AAA hotel rating-APITripAdvisor Review-API
Social Feed- API
Direct Supplier Booking Engine- API
Location Service Provider -API
Reward Program Partners-API
Fare Aggregator-APIs
powered by
Your own mashup…
Offering your own API
developer.airfranceklm.compowered by
API Management is a key enabler
eB2B-business
InnovationWith Velocity
Scale & Control
Channel Syndication Expansion
Connected Experience
Data Insights On average, we handle
45 Billion API calls every
month
…across more than 70,000 APIs
….for over 300 customers
….with more than 342,000
developers in our API ecosystem
….powering more than 99,000
active apps
….while maintaining 99.99%
availability and the longest SaaS
operations track record in the
industry at 10 years
Innovation at the Edge
Multiple Data Centers
Multiple Data Centers
API Requests
(Option 1)
DMZ Firewall
Policy &
Stats
AppAPIDeveloper Portal
Traffic Manager
ApplicationsVarious Devices, Apps and Systems
Partners/Customers/Devs
Reporting DB
Core Airline Systems (Data Sources, Systems of Record)
Mashery Local
Traffic Manager
Identify
ProviderREST APIs SOAP APIs Other APIs
API Requests
(Option 2)
ERPCRM
Internal APIs
Engage
Control
Perform
Measure
What to expect…
Source: “Economic and Business Dimensions”,
Peter C. Evans and Rahul C. Basole
Be Everywhere
Empower Staff
Empower Staff…with Analytics
Visual Analytics on the Core with TIBCO Spotfire
Luggage Handling: Missing Luggage Prediction Features
- Sorters
- Time on Sorters
- Luggage attributes
- Origin/ destination
© Copyright 2000-2016 TIBCO Software Inc.
Analyzing the Customer Journey
Visit, Buy, Check-In, Airport-Departure, Flight, Transfer, Airport-Arrival, Ground, …
Customer Analytics like a Retailer: Propensity of 4 Products
Propensity to buy 4 productsCustomers graphed by product
Spotfire Template
Available
4 Propensity
Models
Y = f(X, b)
© Copyright 2000-2016 TIBCO Software Inc.
And many more…
© Copyright 2000-2016 TIBCO Software Inc.
•Events are analyzed and processed in
real-time as they arrive
•Continuously updated operational model
•Decisions are timely, contextual, and
based on fresh data stored in-memory
•Decision latency is eliminated, resulting in:
Superior Customer Experience
Operational Excellence
Instant Awareness and Timely Decisions
© Copyright 2000-2015 TIBCO Software Inc.
Act
Analyze
Store
New Data Assets Created via Stream and Event Processing
Core - Inference Engine
Stream Processing
eventsEvent Channels
DecisionManager
Viewsdashboard
Event & State distributed cache (Virtual In-Memory Views) Dat
a M
od
ellin
g –
Stat
e M
od
els
On the Core:Combine Historical & Real-Time Data to Create Context
Data-in-Motion: Customer, Baggage, Flight, Crew, etc.
Co
re S
yste
ms
Seat MapCheck-in
Aadvantage AccrualBoard
AvailabilityPrice
SellPay
Real time Events & Data
Rebook
Reassign
Ops
Problem Detection
WeatherCustomer Valuation
CargoCrew FA
Schedule
Flights Maintenance
AircraftBookings
Business Rules
Adapt Integrate Transform Orchestrate Integration Layer
Services Layer
MealBaggage
CargoCrew
Fuel
Checklist
Weight & Bal
Ancillary
Up-sell
Customer Profile
FerrySwapCancel
Delay
Applications
Inventory
Reservation
Ticket
Price
Seats
Bags
Applications
Plan
Schedule
Revenue
Schedule
Crew
FA
Airline Operations System
Aircrafts
Flights
Crew
Maintenance
Weight & Bal
Fuel
Rule
s, E
ve
nts
an
d S
erv
ice
s Dynamic Workflow
APIs and API Management
Filter
Aggregate
Enrich
Classify
Consolidate
Composite
Correlate
Pattern Match
Anticipate
Predict
Passengers Airport
Ticket
Gate
Customer
Service
Cabin
Service
Tower
Bag
Cargo
Maintenance Revenue
Management
Resource
Management
Back Office Partners
AA.com Kiosk Res Mobile Flight Following
Boarding
Ops Recovery Crew Recovery
Line Maintenance B2BBag SortationOneworld.com Ticketing
Revenue Recog
Schedule Plan
Baggage
MonitoringConnection
Management
Departure
Management
Real-time
Revenue
Recognition
Dynamic
Pricing
Capacity
MonitoringDynamic
Offer
Seat
Assignment
AAdvantage
Pricing
Rules
Biz
Ap
plic
atio
n, P
rese
nta
tio
n
Partner and External Systems
Oneworld
FAA
Weather
ATC
Catering
…
Customer Profile
Data & Analytics
Master Reference Warehouse & MartMDM
Passenger
Notification
Innovation on the Core and and at Edge – Insource or Outsource?
Be Everywhere
via APIsEmpower Staff
with Analytics and
Real-time Context
Responding to Blind Spots
Every touchpoint is an
opportunity to collect valuable
customer dataEvery piece of customer data provides a
deeper opportunity to personalize service
People &Processes
Data &Systems
APIs
Reporting & Dashboards
Data Visualizations
Streaming Analytics
World Passenger Symposium 2016World Financial Symposium 2014
Emirates - Innovation Lab
Sanjay SharmaManager Innovation
Emirates
The New World
52% of the Fortune 500 firms since 2000 are gone - R Wang
Digital Darwinism
Disrupt or be Disrupted
Innovation Lab
If you build a polished prototype others will see flaws. If you build a
rough prototype, others will see potential – Baba Shiv
HEADS – The Community
Aircraft
Inspection
by DroneHuman Like
Check-in
Robots
Strategic
Resource
Planning
Smarter
Aircraft
Seats
Smart Bags
Pilots
Funnel Process
SERIES B
SERIES C
Digital
Transformation
for Engineering
Tracking
Assets
Travel
Band
Technologies Driving Digital Disruption
Design Thinking Inspired User Experience
We are on the edge of change comparable to the rise of human life on Earth. - Vernor Vinge
Technologies Driving Digital Disruption
Design Thinking Inspired User Experience
2 Universities
10 Tech Companies
57 Technology Based Startups
90,000 Emirates Group Colleagues
Partner Ecosystem
Innovation Lab KPI
239 Ideas | 120 Proof of Concepts | 80 Pilots
Deliveries
Deliveries
World Passenger Symposium 2016World Financial Symposium 2014
Driving Business Change
Through Innovation Sergio M. Fernández Sastre
Global Head of Airline Products
Indra
DRIVING BUSINESS CHANGE THROUGH
INNOVATION METHODOLOGY
2
It is essential to understand passenger perception throughout all phases of their experience with in order to adjust and
proposed value added initiatives that allow us to meet their expectations at all times.
1. Innovation Methodology
New Methodology for changing times
Innovation methodology in
business requirements
discovery
A new methodology
project delivery
New framework for
innovation
Changing from reactive to proactive
business requirements definition using
customer analytics to identify client needs
- Enhance time to market with agile
methodologies
- Obtain immediate feedback using
A/B testing and customer interaction
measurements
Agile methodology to develop, develops to automate
& control delivery, cloud infrastructure to guarantee
scalability and big data to process
information/customer feedback are key pieces of the
new framework
3
The number of devices, competitors and
touchpoints increases considerably every
day, therefore the airline needs to be
present and available simultaneously in
every channel
Simplifying the user experience is essential
for retaining consumers. The airline must
re-think their business in order to have a
responsive, simple booking process and
easy to navigate sites/apps, while make
use of new technologies to offer new
services that will make the customer
journey simple and attractive
Traveler's are accustom to having what
they want fast and at any time thanks to
online channel contribution. Turning
towards a proactive strategy in which the
airline actively communicates with the
user at the right time is the key to
enhancing the user experience
Nowadays traveler have more
knowledge, and clear preferences on
their needs. The airline must provide
relevant information in order
differentiate themselves and provide
correct answers to costumer needs so
they finally convert into our company
Business Requirements Discovery.
1. Innovation Methodology
Onmichannel
Customer oriented
Useful
Quick
New customer experiences
4
Changing from reactive to proactive business requirements definition using customer analytics to identify client needs
Digital
Transformation
Vision
Workshops IdeationAlign Digital
Vision
Resources
availableScale MeasureTechnology
execution
Vision Prototype ImplementationAdd-ons
Strategy
Consultants
Management
Consultants
Technology
Consultants
Experience
Designers
Solutions
Architecs
Technology
Consultants
Cybersecurity
Experts
Data
ScientistsCapabilities
Assets
IoT platforms
Applications
Products (iSales, social media lessening, advanced contacts center …)
From reactive to proactive using customer analytics
1. Innovation Methodology
Discovery
Social
Media
Input
Customer
Surveys
Competence
Analysis
Social Media Monitoring
Surveys and Q&A
Social
Media
Specialist
Campaign
and Survey
Manager
Service
Design
Specialist
5
Search &Purchuse
Check-in & airport
In Flight
Baggage claim & End
of Flight
JourneyPre-Journey Post-Journey
Awareness Consideration Purchuse Live Experience Retention
Social Media:
Comments– Passenger Service
Listen &
Tracking
Claims
Recommendations
(social clicks)
Transport search
Baggage claim
Friends
& family
Web Home Flight
selection & offersListen &
Tracking
Passengers
CommunityMedia
APPEntrance
to airplane
Share
experience
Check-in
OnlineComunidad de
viajeros
Baggage
check-in
Queue in security On board
service
On board
entertainment
LoyaltyPassenger
Support
Alerts & flight
notifications
Queue and Desk
attention
In flight experience
Waiting time due to
boarding delays
Brand
Reputation
Interaction &
UX Web
UX
Identify customer interaction pain points.
1. Innovation Methodology
Enhance time to market with agile methodologies. Obtain immediate feedback using A/B testing and customer interaction
measurements..
6
Early delivery
Continuous improvement
Product adaptation
Intern collaboration
Of product (software)
with added value
Of people, processes, tools and
technologies
Panned to response the
changes that appears
As previous practice to
costumer collaboration
New Methodology on Project Delivery
1. Innovation Methodology
Is not about being perfect but continuously improve
7
Be agile
1. Innovation Methodology
Better time to market using iterative increase methodologies
New VariablesUncertainty (is more difficult to know
who is going to need a changing
world) and speed (obsolescence
periods are dwindling)
Methodological BaseWhen you adopt agile methodologies we
change from a predictive system(Waterfall
Methodology) to an evolutive system (Agile
Methodology)
Agile Characteristics• Functional prototypes with
added value throughout the
project
• Customer integration in the
team
• Less controlled processes
Methodology TypesIterative Increase Methodologies (Scrum)
vs Continuous Increase Methodologies
(Kanban)
Agile scaling
Foundations of DevelopmentContinuous integration, TDD
8
OperationsBusiness
Deploying on cloud involves the
necessity of describing in a
normalized way the settings of a
virtual machine or a container is
uploading to the cloud, to
automatize delivery and
escalation
Lower Time-to-market as a
competitive advantage, creating a
growing pressure for having a
new software as soon as possible
with lower service interruptions
Development
New architecture framework
based on micro services responds
to mobility necessities. It is
necessary to manage new assets
to change and evolve quickly
production versions.
Agile
Development
Agile
Management
Agile
Operations
New Framework for Innovation
1. Innovation Methodology
9
IT
Governance
(Linear IT)
ITaaS
(IT as a
Service)
Digital
Governance
DTaaS
(Technology
as a Service)
(Non-Linear IT)
Digital Technologies Consulting
(Projects)
Agile Processes & Tools
(Projects)Digital Technologies Offices
(Projects)
Service Catalogues
(DTaaS / ITaaS)
Strategy & Digital
Organization
Digital Technologies Offices
(Expert Center Services)
Digital Change Management
Plans
PMO as a Service (PMOaaS)
Expert Center for
Tools Support
Think Build Run Improve
Digital KPIs / SLA
DevOps / Agile
Coaching & Follow Up of
Digital Transformation
Toolset for Governance
and Management of DT
Office of Digital Services
Management
Operational Efficiency
Agile Organization
1. Innovation Methodology
Agile methodology to develop, DevOps to automate & control delivery, cloud infrastructure to guarantee scalability and big data to
process information / customer feedback are key pieces of the new framework.
10
We Speak Airlines
Oct 2016
World Passenger Symposium 2016World Financial Symposium 2014
Innovation, TogetherZahir Khoja
Group Head, Market Development, MENA, International Markets (IMK)
Mastercard
Zahir Khoja, SVP Market Development
October 19th, 2016
IATA World Passenger Symposium
Innovation, together
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OCTOBER 19, 2016
Mastercard at a glance…
• Mastercard is a technology company in the global payments business
• We connect consumers, financial institutions, merchants, government and businesses worldwide, enabling them to use electronic forms of payments instead of cash or check
• We use technology and data driven insights to make electronic payments more convenient, secure and efficient for people everywhere
• Mastercard does not issue cards, but develop advanced payment solutions and seamlessly processes transactions around the world every year
210Countries
and territories
36+MAcceptance
locations
$4.5TnGross Dollar
Volume
27.3BTransactions
2.2BCards in
force
210 36+M $4.5Tn27.3B2.2B
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3OCTOBER 19, 2016
Based on Mastercard’s solid understanding of current trends………
Competition and
demand grows
Technology landscape
rapidly shifts
Consumer
expectations intensify
Safety and regulatory
continue to ratchet up
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4OCTOBER 19, 2016
……Mastercard innovative solutions enables partner revenue growth and cost efficiency 360˚
Revenue Growth
CostEfficiency
Operational & Financial efficiency
Revenue growth
Customer satisfaction
Loyalty
Payments
Data insights
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5OCTOBER 19, 2016
Innovative technology is transforming the way people book, and the way you sell. However, a few key fundamentals remain the same:
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6OCTOBER 19, 2016
Mastercard's Global Innovation Footprint and Innovation Process
Your Needs
Launch pad
Proof of
concept
Pilot
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7OCTOBER 19, 2016
EXPERIMENTING
with new technologies
IOT/Wearables
Digital Currencies andthe Blockchain
AI & Machine Learning
Biometrics
Chatbots
Augmented Reality /Virtual Reality
Digital Personal Assistants
… and much, much more
Robotics
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8OCTOBER 19, 2016
Consumers want an alternative to passwords— as do issuers, merchants, and regulators
Passwords are inconvenient and frustrating
Consumers resent the hoops they must jump through to prove who they are, and one-time passwords
via SMS only increase checkout time and frustration. Security is
important, but so is convenience.
Passwords are no matchfor today’s fraudsters
And the problem will only get worse as EMV drives fraudsters
to the online channel, increasing the risk of card-not-
present (CNP) fraud.
Passwords will not meet new regulations
Regulatory bodies aroundthe globe are beginning to mandate strong two-factor
authentication.
Forgotten passwords cause abandoned shopping carts
About a third of online purchases are abandoned by cardholdersat checkout because they can’t
remember their password.1
…Mastercard has developed Identity Check™ to address these friction points
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9OCTOBER 5, 2016
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10OCTOBER 19 2016
Thank you
and we look forward partnering in travel
World Passenger Symposium 2016World Financial Symposium 2014
Questions and AnswersModerator: Domenic Ravita, Senior Director, Global Solutions Consulting, Tibco Software
Panelists: Sergio M. Fernández Sastre, Manager Innovation, Emirates
Zahir Khoja, Group Head, Market Development, MENA, International Markets (IMK),
Mastercard
Sanjay Sharma, Manager Innovation, Emirates
Hariharan Subramanium, VP Reservation and Departure Control Systems, Sabre
Slido.com Code: 9083
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