The airline industry is increasingly challenged to engage guests and passengers anywhere, anytime, across any device, while maintaining brand experience and consistency. Airlines are changing from a traditional business where money was made by selling seats on a plane to a more dynamic and adaptive business, where the services are being delivered in a personalized manner. Insights into the customer’s preferences and other operational processes will allow the airline to adjust functions and maximize profitability and at the same time, offer a differentiated passenger experience. View our webcast on demand if you would like to learn more: https://vts.inxpo.com/scripts/server.nxp?LASCmd=AI:4;F:QS!10100&ShowKey=23371&AffiliateData=slideshare

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exploring
Tareq Ayub
Global Industry Technology Strategist
February 10, 2015

2. today’s technology trends

3. Changing
demographics
Start reimagining
Power shift to
consumers
What new
capabilities
will be
required?
Sustainability
Connected
experiences
Globalization Complex regulationToday’s
technology trends
are sparking
opportunity

4. 4
Customer
Strategy
Network
Planning
Product
Design
Route
Schedule
Product
Pricing
Product
Marketing
Product
Sales
Channel
Distribution
Product
Delivery
Customer
Loyalty
digital disruption is impacting all business capabilities

5. 5
our vision for the digital airline
Personal
My Travel Experience
Differentiated
My Products & Services
Seamless
A Frictionless Journey
Connecting
customer
experiences across
the traveler journey
Connecting business
networks for
improved
performance
Devices
People
Services
Data
Security

6. key imperatives for transformation
experience information agility
enabling customer loyalty and
workforce productivity
capturing signals and
surfacing rich insights
Building capabilities that are
adaptive to change

7. pivots for the digital airline
WorkforceCustomer Aircraft
experience
information
agility

8. In-Flight ExperiencePurchasing Experience Departure Experience Arrival Experience ReflectionInspiration
Anywhere Anywhere
Airport Lobby
Airport Lounge
Airport Gate
Airplane
Gate
Arrivals
Ground
Destination
Multi-Channel Commerce
Channel continuity with the right product
delivered to the right customer at the right
time
Airport of the future
Seamless transition from arrival to
boarding with all convenience services
available
Connected aircraft
On-board comfort and conveniences
provided with optimized crew and
flight operations
customer experience
Provide exceptional passenger experiences access all journey touch-points

9. 3/11/2015 9
customer experience
Brussels airport offers guests lounge devices
for with connected apps for personalized info
Leveraging predictive analytics delivers ‘my travel”
while increasing ancillary revenue.

10. 10
workforce productivity
Provide exceptional passenger journeys while improving operational efficiencies
Ground
Operations
Collaborate in real-time to accelerate
aircraft turnaround time
Help ensure aircraft safety by resolving
maintenance problems effectively
Track maintenance data to quickly
identify common issues that need to be
resolved
Airport
Operations
Deliver exceptional passenger service with
faster issue resolution
Analyze data on airside, landside, terminal
operations and adjust to drive efficiency
Communicate in real-time with experts to
address operational issues immediately
(ground, lounge, baggage)
Flight
Operations
Communicate effectively among crew and
with maintenance personnel
Deliver exceptional passenger service and
resolve issues efficiently
Access information quickly – crew
schedule, flight manuals, pre-flight
readiness

11. workforce productivity
British Airways cabin crews, front-line staff use
Yammer to address service issues
Finnair drives better collaboration among crews,
partner airlines with Office 365

12. CheckTesting FlightDelivery MaintenanceDesign
Pictures – Courtesy Of Boeing
End of life
aircraft connectivity
Create a seamless connection between the aircraft, people and processes
Product Experience
Digital enablers for the airframe manufacturer and
operators during all stages of an aircraft life-cycle
Safe & Reliable Operations
Seamless decision making capability at the
right time from any stage of the flight
Optimized Performance
Adaptive approach to network optimization
and flight profile management

13. 3/11/2015 13
aircraft connectivity
Airline provides pilots with mobile capabilities and
to maximize revenue and lower costs
Austrian enables a paperless cockpit and drives
process efficiencies that improve OTD

14. Digital Information Services
Secure,, Scalable,, Cost Managed
connected digital platform
Digital Information Core
Enterprise
Information Assets
External Information Services
Predictive Insights Actionable Signals Business Events
Network Planning
Partner Management
Schedule Planning
Revenue Management
Customer Servicing Loyalty ManagementSales & Marketing
Crew Planning
Flight Operations
Airport Operations
Maintenance & Engineering

15. Mobile Device
Microsoft Mobile
Platform
Productivity
Aviation
Apps
Corporate
Apps
Airline
connected mobile platform
Airline Partner

16. explore microsoft for your digital airline
Unlock innovation with a cohesive platform and skilled partners
Build on what already works Lean on trusted support and expertise

17. 17
connect with us at..
digitalairline@microsoft.com
learn more at…
www.microsoft.com/hospitatlity
interested in live events
visit us at…
• EFB Forum
• Jeppesen Connect
• HITEC
Rethinking customer
experience
Controlling efficiency of
flight operations
Reimagining the travel
value chain
Empowering workforce for
efficiencies and service
Delivering relevant and
customized service
Improving airport
efficiencies
Proactive aircraft health
monitoring
Predicting aircraft
Maintenance needs Enabling Service
Innovation
thank you.. come see for yourself