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