Customer intimacy enabled by NG PSS design

1. Deliver Great Experiences with SITA Reservations suite and Oracle Siebel LoyaltyPaul Horler – Principle Solution Architect

2. Customer intimacy enabled by NG PSS design Customer journey Customer profile Use journey to find profiles for passengers… … or use profile to find journeys for a customer Events and service details by customer Events and interactions on the journey Service & event history Interaction & event history Relationships Online social networks Ancillary items Loyalty and value Products and services in journey Purchases by customer Flight related data Preferences Oracle Siebel Loyalty Control data Basic data

3. Streamlining passenger self serviceIllustration of capability Horizon’s capabilities will make it much easier to interact with disrupted passengers, or passengers wishing to make their own travel changes Minimal information needed Disruption and changes are easier to handle because Horizon holds the information necessary to automate processes Simplified payment & notification Processes such as change authorization, payment and customer notification are simplified by the use of secure stored personal data These capabilities are designed to make the most of emerging mobile devices and self service applications

4. Streamlining the self-service process A passenger is delayed and needs to change to a later flight Anything after 3pm will be fine…

5. Inside Horizon Request from mobile app keyed to customer profile Pull additional information from customer profile • Preferences • Value-status • Secure payment details Automated business process • Itinerary • Seat info • Fare details • Other services (e.g. limo) Find associated customer journey

6. Find appropriate seat options for passenger • Seating preferences taken from customer profile Find change fees for proposed flights Refund-reissue Find alternative flights with similar characteristics

7. Here are your options Pax chooses option Approves with airline PIN Approve with ‘PIN’ Passenger receives flight options with pricing, if relevant

8. Inside Horizon • Automatic payment using secure payment info in profile • CJ updated for RES and DCS Confirm PIN OK to approve change & payment Rebook and update services Take payment Re-issue tickets Notify changes Payment service • Notifications issued to passenger using preferred method (from profile) • Special service updates (e.g. limo)

9. Confirmation received Passenger receives confirmation of changed itinerary and charges

10. Here are your options Pax chooses one Approves with airline PIN Confirmation received Simple requests Quick results Informative responses Relevant value-added options presented with easy confirmation and payment All necessary changes and communications handled automatically Minimal information needed from passenger

11. Value-based disruption process automationIllustration of capability Horizon enables efficient, automatic re-accommodation based on rules driven by customer value, profitability and other airline priorities Using data from CP and CJ Real-time access to customer journey and customer profile provide the basis for prioritized personal processing Business rules define the re-accommodation process and passengers are processed in relevant priority order Rule and priority driven

12. Value-aware automated re-accommodation Re-accommodate all passengers (flight cancelled) Re-accommodate affected passengers with misconnections (delay en-route) Flight disruption event ! A flight goes technical just before departure, or is significantly delayed en-route

13. Inside Horizon Find all impacted passengers on the flight and place on a queue CJ • Search customer journeys and associated profiles to find all impacted passengers CJ CJ CJ CJ CJ Order the queue as required (by customer value, fare paid, connection, etc) CJ • Sort entries on the queue using data in journey and profile CJ CJ CJ CJ CJ Process CJs in priority order from sorted queue • Dedicated re-accommodation business process

14. Self serve? Your flights have changed CJ CJ CJ CJ CJ CJ Rule driven re-accommodation process Check CJ has not already been rebooked by another means (if so, ignore) Rebook & re-issue tickets Update ancillary services (e.g. limo) Notify baggage rerouting if needed Notify passenger of changes Alert cabin crew if disrupted en-route Queue if required Find best alternative flight(s) using business rules& customer preferences.

15. Guaranteed disservice recognitionIllustration of capability With Horizon, automated disservice recovery can be guaranteed over extended periods, at all touchpoints and in automated or self-service processing Horizon remembers disservice Service problems can be noted in text and data tags in the customer profile for recognition at a later date Profiles can be used to record temporary service entitlements as a form of compensation Vouchers or EMDs can be auto generated Creative recovery options

16. A premium passenger has a broken seat table during a full long haul flight Problem on flight In-flight data link Guaranteeing that disservice is recognized and compensated

17. Inside Horizon Update master seat map • Request fix and put seat out of use until resolved • Reseat passengers on future flights if fix on turnaround is unlikely (separate process) Customer profile receives published event Alert maintenance with details and images of problem to prepare turnaround fix Record in customer profile • Time and date of incident • Text message from cabin crew • Tags for automated ‘disservice recovery’ based on business rules Loyalty recovery team notified • Personalized follow-up by loyalty team

18. “Because of the problems on your last flight you can choose an extra legroom seat on this flight with our compliments” “Really sorry about that last flight – here’s a great seat and have a complementary lounge access today” “For the next three months we’ll give you automatic lounge access whenever you fly with us, worldwide” Self serve ✓ ✓ Agent assisted Self service Special compensation Withheld Text alert at next interaction with an airline agent (call centre or check-in) Data ‘tags’ in profile trigger special handling in direct touchpoints (kiosk, mobile, web etc.) OR OR Special compensation entitlement noted in customer profile (by loyalty team) Example recovery scenarios

19. ✓ ✓ Loyalty CRM • Information can be handed off for specialist CRM Self serve Profile updated When recovery tag expires or has been actioned • Information retained in profile for future loyalty reinforcement or recovery

20. Customer intimacy enabled by NG PSS design Customer journey Customer profile Use journey to find profiles for passengers… … or use profile to find journeys for a customer Events and service details by customer Events and interactions on the journey Service & event history Interaction & event history Relationships Online social networks Ancillary items Loyalty and value Products and services in journey Purchases by customer Flight related data Preferences Oracle Siebel Loyalty Control data Basic data Paul Horler - Principle Solution Architect