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6 October 2015
Customer Experience Day
Group Manager Customer Care - Claudia Ramsden
35,618,937 passengers; 545,765aircraft movements; 46 scheduledairlines; 139 direct routes; processed789,323 transfer passengers;4,5million litres of jet fuel; processingof 35,000 bags a day; 160concessions; 37,000 people employedat 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