finnair transformation - juha jarvinen
TRANSCRIPT
Finnair transformation
Juha JärvinenCCO
We decided to go for a full stack transformation
• Where do we want to be and how to benefitfrom the change around us?
• How to build value for our shareholders and customers?
• Where to use digital for more efficiency and employee experience?
• How to serve customers and sell more in thedigital world?
• What skills and culture we need to deliver thecase?
• What technology do we need to deliver thecase?
VISION AND STRATEGY
PEOPLE, SKILLS AND CULTURE
BUSINESS MODELS
TECHNOLOGY
ORGANIZATION & PROCESSES
SERVICES & PRODUCTS
We believe in significant change around us
Digital gatekeepers (Google, FB, OTAs) will provide the next level travel experience and try to own our customers
Ability to digitalize large parts of the value chain enables emergence of “zero-cost ” models
Data and personalization allow boost of top-line and customer experience – airline industry as a whole behind best practice
Intelligent and automated solutions can step-change operational and commercial effectiveness
Airlines increasingly challenging the role of costly, in-agile traditional GDS players and seeking for ways to break the status quo
Digital unlocks operational flexibility as demand forecast quality improves, planning solutions become more intelligent and booking platforms more flexible
The current transportation forms and business models are being reinventedstarting from personal ground transport
New digital business opportunities emerge within and beyond our current realm
Distribution landscape changing fast
SELF-ACTUALIZATIONPursue Inner Talent
Creativity ◦ Fulfillment
SELF-ESTEEMAchievement Mastery Recognition ◦ Respect
BELONGING - LOVEFriends ◦ Family ◦ Spouse ◦ Lover
SAFETYSecurity ◦ Stability ◦ Freedom from Fear
PHYSIOLOGICALFood ◦ Water ◦ Shelter ◦ Warmth
Our transformation program focuses on delivering our business targets
COMMERCIAL DIGITALIZATIONBeing where ourcustomers are, marketing and sellingour services& products in a personalised way
OPERATIONS DIGITALIZATIONNew ways of working for ourpersonnel acrossall functions
CUSTOMER EXPERIENCE DIGITALIZATIONNew ways of deliveringvalue throughnew/improved servicesand interactionsalong the customerjourney
DIGITAL PEOPLE EXPERIENCEDigital awarenessand skills developmentacross the company
INNOVATIVE IT AND WAYS OF WORKING A bi-modal IT model withagile teams
ENHANCED CAPABILITIES-INNOVATION AND DATA
Focusing on data, digital and innovationscapabilities
GROUP DIGITALIZATION Bringing digitalservices to employees and automatingprocesses withingroup functions
VISION AND STRATEGYClear direction and strategy for digitaltransformation
Finnair Mobile app & Finnair.com
• Finnair mobile app development(Android & iOS clients + Apple Watch app)
Design, front-end and back-end development, interfaced backends include Amadeus RES and DCS & Finnair Loyalty
• New Finnair.com & new bookingengine development
Design, front-end and back-end development, backend functionality relies on Amadeus DAPI services
Check out beta.finnair.com! (using a mobile)
Finnair IFE + Nordic Sky & AM Mobile app
• Inflight entertainment(seatback) functionaldevelopment
• Inflight customer portal• Inflight crew app
Design, front-end and back-end development
Aurinkomatkat (Finnish tour operator, owned by AY)
• Aurinkomatkat.fi• Aurinkomatkat mobile app
Design, front-end and back-end development
Finnair Test Program with Finavia and Futuriceat Helsinki Airport
Facial recognition is part of the larger megatrend of biometric recognition, and it will enable travelling where you no longer need any travel documents. When all travel-related information is digitized, it takes less time and is easier to get through the checkpoints at the airport.
▪ Over 1000 Finnair frequent flyers▪ Test program started this month▪ Heikki Koski, VP of Helsinki
Airport for Finavia says:
As a result of in-depth strategy work we defined our digital vision 2020 in the autumn
“Best intelligent travel ecosystem”
Best =
We seek to be world-class with our digital experience. Our customers rank us as one of the best travel experience providers.
Intelligent =
We go beyond simple automation and incorporate AI in our commercial and operational solutions with customer at the center of analytics.
Travel ecosystem =
We view digitalization as a broader, systemic effort impacting how we operate. We will orchestrate a Nordic travel ecosystem.
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Source: presentation of Juha Järvinen, Finnair at the
2017 SITA Air Transport IT Summit, Brussels.
2017 Air Transport IT Summit