Antoine de Kerviler, Director R&D, Amadeus Rail and Ground Travel, explores whether technology or business agility will be the primary driver of a modernized rail industry, and shares his opinion on what a modern rail experience looks like.

1. Modernised rail industry
Will technology advances or business agility
drive modernisation of the rail industry?
Antoine de Kerviler
Director R&D, Amadeus Rail and Ground Travel
©2016AmadeusITGroupSA
Passenger Rail Europe Conference
7th June 2016

2. _ I can buy a trip, in minutes, at anytime, from
anywhere, pay the way I want, using my phone, my
tablet, the web as I wish.
_ I can get assistance for all my special needs in a
timely and efficient manner
_ On board, I have access to fast wifi, can buy
food, drinks, entertainment and services, can change
my seat and modify my reservation.
_ I am always informed about the service. Trains are
on-time and reliable, and a solution is promptly
proposed in case of disruption.
_ A modernised railway is profitable, safe, reinvesting
in modern rolling stock and a reliable infrastructure.
2
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A modernised railway

3. 3
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”You can see
the computer age
everywhere but in
the productivity
statistics.”
Robert Solow
"We'd better watch out", New York Times Book Review, July 12, 1987

4. Institutional adjustment
2015-16
4
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Technology revolutions also build new organisational models
The information golden age
TURNING
POINT
DEPLOYMENT PERIODINSTALLATION PERIOD
Next great surge
Previous great surge
Big Bang
1971 – Advent of the micro-processor from Intel
Crash
2000
Next Big Bang
IRRUPTION
FRENZY
Gilded age
SYNERGY
Golden age
MATURITY
Degreeofdiffusionofthe
technologicalrevolution
Time
Source : Carlotta Perez - ”Technological Revolutions and Financial Capital: The Dynamics of Bubbles and Golden Ages” 2002

5. 5
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The dreamed-up customer experience
Customers dream the ideal customer experience from brands they know and like
”Customers have been spoiled. Thanks to companies such as Amazon and Apple, they now expect every
organization to deliver products and services swiftly, with a seamless user experience.” – McKinsey May 2014

6. 6
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Customer centric = customer at the centre of ALL systems
At the centre of IS – IT systems and all processes
Customer
Good morning, I am calling to refund my ticket
Railway
Good morning Madam, could I have your ticket
number please?
Customer
Good morning, I am calling to refund my ticket
Railway
Good morning Madam, could I have your name
please?
or

7. 7
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Standardisation, customisation vs. configuration
1
Hardware
Rolling stock
Signalling
Maintenance
Certification
Reduce time to
market
2
Booking + Ticketing
Ticketing
Interlining
Fare structures
Schedules
Increase sales and
revenue
3
Systems & platforms
Generic IT
Offer management
Ticketing
Employee systems
Concentrate on
customers and B2C

8. 8
©2016AmadeusITGroupSA
Don’t build a digital strategy, digitise your business strategy
1
Accelerate
Customers want a
quick and seamless
digital experience, and
they want it now.
2
Cloud & Mobile
Cloud & mobile allow
to innovate fast and
experiment directly
with customers
3
Buy vs. Build
Customers don’t care
if you buy or build;
Building is usually
slower and more
restricting
4
Platforms
Use platforms and
eco-systems to
support processes

9. 9
©2016AmadeusITGroupSA
Buy platforms, build and integrate

10. @amadeusrail amadeusrailamadeusrail.net
©2016AmadeusITGroupSA
Thank you!