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Claudia Ramsden: CXDay Presentation 2015
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Chantel BothaFolgen
Experience Designer | Facilitator | Coach | Speaker | Author | Certified Customer Experience Professional um BrandLove Customer Experience13. Oct 2015•0 gefällt mir•1,128 Aufrufe
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Claudia Ramsden: CXDay Presentation 2015
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Claudia Ramsden of ACSA spoke about how technology and a change in customer needs will demand simplicity, speed and convenience. 6th October 2015
Chantel BothaFolgen
Experience Designer | Facilitator | Coach | Speaker | Author | Certified Customer Experience Professional um BrandLove Customer ExperienceAnzeige
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Claudia Ramsden: CXDay Presentation 2015
- 6 October 2015 Customer Experience Day Group Manager Customer Care - Claudia Ramsden
- 35,618,937 passengers; 545,765 aircraft movements; 46 scheduled airlines; 139 direct routes; processed 789,323 transfer passengers; 4,5million litres of jet fuel; processing of 35,000 bags a day; 160 concessions; 37,000 people employed at the airport, 480,000 tons of cargo; 16,500 parking bays.
- Future trends, now to 2035
- Embracing New Paradigms, Hyperloop – 5th mode of transport
- Disruptive Innovation - Qualcomm
- Automation is Accelerating
- Humanoid
- Are we ready for Digital Currency?
- Predictive Technology - Google
- Predictive Technology - McDonalds
- Magic and Science are Blurring
- Magic and Science blurring…
- …portable…wearable…embedded
- What happens when the smartest thing in the room, is the room itself?
- ACSA, now to 2035
- • Fast Travel • Informed and in control of journey • Augmented and virtual reality Our future…
- Fast Travel
- Airport Mobile App
- Virtual Customer Service
- Augmented Reality
- Future of Customer Service • Change becoming faster • More automation • More knowledgeable • Power starting to shift
- Any Questions? Claudia Ramsden + 27 83 630 4323
Hinweis der Redaktion
- Airports Company South Africa was formed in 1993 as a public company; We are majority owned by the South African Government; We own and operate 9 of the airports in South Africa
- Over and above the SA Network of airports, we are the airport operator of India’s Mumbai International Airport and in 2011 we were awarded partnership with Invepar to manage Guarulhos International Airport in Brazil. .
- In the last financial year, 36 million passengers went through our airports in South Africa. Over half a million aircrafts movements took place in the same period
- Our brand is the sum total of the passengers experiences at the different processes points within each of our airports. So our brand perception is formed or influenced by all the other brands within our airports.
- Now that you know a little bit more about the aviation world let’s take a step outwards and see what is happening on a macro environment that will influence the aviation industry and other industries world wide.
- Hyperloop is a high speed transportation system that consist of a capsule ride on an air cushion driven by linear induction motors and air compressors at a cost of US7,5billion dollars to transport passengers and vehicles between Los Angeles and San Francisco Bay. It will take passengers 35minutes from point a to b. this mean that passengers will travel on average 1,220km/h. (Commercial aircraft 546 – 926km/h) (Space shuttle 28,000km/h) Currently testing the system in Texas and California but the system is ‘open loop’ meaning that anyone can log in and propose betterment of the concept. How will this 5th mode of transport influence our environment going forward
- This takes you back to STAR TRACK. A medical device that scans you and informs you your diagnosis. The technology will be available on your phone at any time. Through artificial intelligence, wireless sensing, lab on a chip will assist users to make a diagnosis. This will make healthcare more available and cost effective. And to stimulate innovation, Qualcomm is offering a 10 thousand dollar global competition
- Foxconn is the worlds 10th biggest employer, 1,2 million on the payroll. These factories assemble more than 40 % of all consumer electronics products sold. Biggest client – APPLE. They have faced criticism over labour conditions in China, following a string of workers suicides in 2010. Labour watchdogs have complained that Foxconn workers have in the past faced long hours of harsh treatment form management. Both Appel and Foxconn have vowed to improve the labour conditions but increasingly robots are replacing workings at the manufacturing giant. Terry Gou, CEO of Foxconn and a Tycoon favourite sayings that was quoted in 2010 Businessweeks interview:- Hungry people have especially clear minds An army of one thousand is easy to get, one general is tough to find. They have harsh conditions and cheap labour In three years, Foxconn will probably use robots and automation to complete 70 percent of its assembly line work and will run 24 hours a day with lights off!!! Currently they have been adding 30,000 industrial robots to its facilities each year. Foxconn and Google are calling this collaboration (which has been going on since last year) a “cooperation.” The Wall Street Journal said that the cooperation was focused on improving robotic automation to compete with companies like Amazon in retailing. Not just Google, other major technology companies such as Microsoft and Amazon also have been developing robotics technology to capture future growth opportunities.” And early 2013, Foxconn launced their new robotics research facility in Taiwan.
- Pepper is the first humanoid robot designed to live with humans. He was designed by SoftBank Mobile. Originally designed to greet and interact with people in a mobile store. At the risk of disappointing you, he doesn't clean, doesn't cook and doesn't have super powers... Pepper is a social robot able to converse with you, recognize and react to your emotions, move and live autonomously. It seems that SoftBank is already trying to keep ahead of the curve, however, by clearly stating in its documentation for Pepper that sexual acts with the cheery robot are strictly prohibited.
- At ORTIA we have received our first query from a customer with regards to a BITCOIN exchange kiosk…. Digital currency or digital money is an internet based medium of exchange No digital currency will soon dislodge the dollar, but bitcoin is much more than a currency. It is a radically new, decentralized system for managing the way societies exchange value. It is, quite simply, one of the most powerful innovations in finance in 500 years. If applied widely to the inner workings of our global economy, this model could slash trillions in financial fees; computerize much of the work done by payment processors, government property-title offices, lawyers and accountants; and create opportunities for billions of people who don't currently have bank accounts. Great value will be created, but many jobs also will be rendered obsolete. He explained how bitcoin works: "Miners mine bitcoins every 10 minutes. It's basically a computer algorithm." He said the computers built to mine are so specific "you couldn't really do it as a hobbyist." Bitcoin was created by Satoshi Nakamoto, a pseudonym, Tyler said. "We don't need to know him because it's based on ... trust in cryptography, not trust in individual." As for what regulators in Washington think about bitcoin, Cameron said, "I think everyone recognizes the innovation and doesn't want to stifle it. They just want to make sure there's healthy regulations so it's used in a safe and productive manner."
- To date, Google's autonomous vehicles have logged nearly 2 million miles, and add around 10,000 new miles of data each week. All of its cars are accompanied by law by safety drivers In a few years, you will not be able to drive yourself on the high way, only self drive cars
- MacDonalds are at the forefront of predictive technology with regards to fast food restaurants. The technology is currently being tested and designed to give kitchen workers a good indication of what customers want before they even get close to place an order. The system, known as "HyperActive Bob," is in place in several restaurants around Pittsburgh in a primitive form: It tells employees when they are about to get busy, even how much food to put on the grill. The system uses rooftop cameras that monitor traffic entering a restaurant's parking lot and drive-thru. Currently, the system is all about volume: If a minivan pulls in, there's apt to be more than one mouth to feed. By this time next year, HyperActive Technologies expects to have in place software that keys on the type of vehicle entering the parking lot to determine whether the customers they bear are inclined to order, say, a burger over a chicken sandwich. The waste has been cut in half and wait times at the drive-thru have been reduced by 25 to 40 seconds per consumer, they have cut their grillers from 5 to 3 per shift. Hyperactive Bob also has a memory for future predictions based on that restaurant.
- Imagine iconic influencers like Steve Jobs, Nelson Mandela and Richard Brandson could live forever. Uploading and downloading of their brains is becoming a fast reality and as soon as 2045 it can happen. There is currently a project underway called The Human Brain Project which aims to undertake the recreating the human brain in a digital format at a cost of €50 million in two years. They need to produce a system equivalent to 86 billion neurons, each connected with hundred or even thousands of others. To give you some sort of perspective of time that it will take to map the human brain; it took the Blue Brain project in 2005, over 5 years to produce a system equivalent to a rats brain – which is an ordered structure of around 10,000 neurons. Though the Human Brain Project is underway, the idea of capturing memories and experiences would be a much more difficult task than recreating a digital format of a brain First, there is no one brain fits all approach as yours brain is different to that of the person sat next to you. Second, a simple stimulus such as a slight sound may trigger a billion temporal neurons to fire. Also people are likely to associate different meanings and memories with the same stimulus. Even if we overcome these gigantic hurdles there is still a problem of transferring the digital data of one persons memory to another. Even if it was possible to store one person’s memory in a digital format we would still have to translate it for the recipient of the information. One proposed theory to tackle this would be to alter a persons entire self-identity with how they perceive an experience. Downloading and uploading memories and experiences is at all possible it would change our lives dramatically. We'll be uploading our entire MINDS to computers by 2045 and our bodies will be replaced by machines within 90 years, Google expert believes we will be able to upload our entire brains to computers within the next 32 years - an event known as singularity. Our 'fragile' human body parts will be replaced by machines by the turn of the century - And if these predictions comes true, it could make humans immortal Singularity - Technological singularity is the development of 'superintelligence' brought about through the use of technology. Russian multimillionaire Dmitry Itskov and featured visionary talks about how the world will look by 2045 at many conferences you can attend these days. So in future you will have a biological CV that will indicate if you are prone to pick up weight or work for long hours.
- In a few years when you apply for a job you will provide your genetic CV. See if you are prone to get angry, fat. These things are coming to our environment very soon
- At the recent Global Future 2045 International Congress (15/16 June), a russian billionaire (Dimitry Itskov) reveals real-life 'avatar' plan - and says he will upload his brain to a hologram and become immortal by 2045. The purpose of biotechnology is the END OF DEATH! They claim that this project is the 'next step' in human evolution. Over 20,000 people have signed up the initiative - calls for new religions and ethics to deal with immortality Four steps to becoming an Avatar: The 2045 initiative says it will be able to upload a human mind to a hologram body by 2045 - and that the first mind transfer could happen in 2015
- Predictions for the next 25 years and how it will affect your business… By the late 2010s, glasses will beam images directly onto the retina. Ten terabytes of computing power (roughly the same as the human brain) will cost about $1,000. By the 2020s, most diseases will go away as nanobots become smarter than current medical technology. Normal human eating can be replaced by nanosystems. The Turing test begins to be passable. Self-driving cars begin to take over the roads, and people won’t be allowed to drive on highways. By the 2030s, virtual reality will begin to feel 100% real. We will be able to upload our mind/consciousness by the end of the decade. By the 2040s, non-biological intelligence will be a billion times more capable than biological intelligence (a.k.a. us). Nanotech foglets will be able to make food out of thin air and create any object in physical world at a whim. By 2045, we will multiply our intelligence a billionfold by linking wirelessly from our neocortex to a synthetic neocortex in the cloud.
- Now that you know a little bit more about my world let’s look what is happening outside the aviation world that will influence how we do business in the future
- An aerotropolis is an urban plan in which the layout, infrastructure, and economy is centered on an airport, existing as an airport city. It is similar in form and function to a traditional metropolis, which contains a central city core and its commuter-linked suburbs. Eurokuleni Transport, beatification, economic dev, hub logistics, hub retail, hub distribution, housing indifferent areas a lot of logistic they are looking
- 97% of passengers carry mobile devices/ 87% are smart phones More and more
- 97% of passengers carry mobile devices/ 87% are smart phones Passenger wants to be connected and informed to have control over their journey. Rapid adoption of mobile technology 70% of our mobile app users use the app 3 times a week – next development, push boundaries where possible Increase navigation to guide users from the highway into the different parking products, ORTIA a parking bay. TAG your car, guide you live to closest self service machine o View checkpoint qeues
- Augmented reality (AR) is a live direct or indirect view of a physical, real-world environment whose elements are augmented (or supplemented) by computer-generated sensory input such as sound, video, graphics or GPS data. It is related to a more general concept called mediated reality, in which a view of reality is modified (possibly even diminished rather than augmented) by a computer. As a result, the technology functions by enhancing one’s current perception of reality.[1] By contrast, virtual reality replaces the real world with a simulated one
- This is particularly true in today’s world, where almost everyone is hyperconnected. Consumers, clients and competitors have access to huge amounts of real-time information about products, services, events and everything else that is happening at a given time. Companies must respond correctly and rapidly to new expectations or risk being left behind Wal-Mart is no longer stocking shelves based on what it believes people want. Using technology, it analyses massive amounts of data to find out which products, brands, sizes and so on are most likely to attract purchases by particular consumer segments on a particular day and time. Wal-Mart also gives people the option of ordering online or via the mobile phone, and then delivers the orders or leaves them in a designated shop for customers to pick up at their convenience. Disruptive innovation can be expensive. “There’s plenty of technology in the dustbin of history,” observed Paul E. Jacobs, Chairman and Chief Executive Officer, Qualcomm, USA. His company built a whole TV system for the cell phone, but it turned out that most consumers did not want to pay extra for it. The technology is now offered to mobile phone manufacturers, who incorporate it in selected devices as an optional feature. But the cost of not innovating can be even more expensive. “CEOs that don’t bet the farm run the risk of becoming obsolete,” said Peer M. Schatz, Chief Executive Officer, QIAGEN, Germany; Global Agenda Council on Personalized & Precision Medicine. His company has been constantly reinventing itself, starting out in chemicals then moving on to biology then to engineering. Today it is more of a software enterprise, although it remains in the healthcare industry. “Companies have to go through changes all the time, but they should stay true to their core competence,” said Schatz.
- Technology is going to disrupt our lives, if you can reinvent your DNA you are not going to be around in a few years;
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