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Virgin Atlantic's 30-year history is built around a single question: "How can we make things better for our customers?" Thus, Virgin Atlantic has been innovative for its history. Moving forward, Virgin Atlantic is using technology to lead innovation. Innovation comes from collaboration: asking questions and having others to answer questions and create new ideas. Recent test with SITA Lab using Google Glass on check-in agents at upper class wing at Heathrow Airport to step out from behind the counter and interact with customers was a huge success. www.sita.aero/surveys More Ground To Break – The CEO Perspective - Part 1: Craig Kreeger, Chief Executive Officer, Virgin Atlantic Airways Ltd
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Virgin Atlantic as a Driver of Change
Our Ideas Lab
– Ask a different question
– Start small, grow big
– Make it part of people’s job
– Have a process, but keep it simple
– Give them access to resources
– Test, measure, try again
– Failure is good
Use Case – Greeting Passengers
– It was about giving staff better
information and freeing them up to be
with our customers
– We trialled Glass, Smart watches, and
Phones
– We took employee and customer
feedback
– We innovated during the trial
Customer Feedback on Wearable Technology Trial
Customers
― Positive overall
― A new way to engage with them
― More personalised service
Wearable Technology Trial: Our Teams
Employees
― Comfortable to wear: Minor
adjustment period
― Empowered to provide better service
― Reduced paperwork and increased
productivity
Technology
― Battery
― Data
― API
Media loved it…
The trial was a success
Next Steps
We intend to continue to lead and innovate as we champion
our customers experience:
― iBeacon
― Facial recognition for personalised flight information
― And more to come…
But, co-developed open standards are needed to support the
full potential of innovation in our industry
DISCLAIMER
Any use, republication or redistribution of this content is
expressly prohibited without the prior written consent of the
Author. Permission to copy and reproduce content may be
granted by the author, at their discretion, and by request
only.
Source: presentation of Craig Kreeger, Virgin Atlantic
at the 2014 SITA Air Transport IT Summit, Brussels.
2014 Air Transport IT Summit