tu viaje comienza aquí - aci · pdf filelic. jorge lukowski, ... to plan or to make...
TRANSCRIPT
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2015 ACI
LATIN AMERICA – CARIBBEAN / WORLD
ANNUAL GENERAL ASSEMBLY, CONFERENCE & EXHIBITION
31 August - 2 september 2015 Hotel Westin Playa Bonita Panamá City
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Lic. Jorge Lukowski, Institutional Affairs Director, Aeropuertos Argentina 2000
Session 5: PassengersPlus:
Best practices in customer experience
Customer experience is a priority for all airports.
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YOUR TRIP BEGINS HERE…
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REAL TIME+
ACCESS TO INFORMATION
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By the end of 2019
there will be
1910 MILLION
Users in the world
SOURCE:
EMARKETER Y BUSINESS INSIDER
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52 % OF THEUSERS Use their Smartphone to plan or to make reservations for their trip
Source: Massachusetts Institute of Technology
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1300MILLON
active users
51 %use FB on
their Smartphone
Source: Facebook
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750MILLON
users
74 %of followers of one brand are more prone to
using theirservices.
Source: Twitter
Source: Twitter
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GOOGLE + 540 MILLON users
INSTAGRAM 300 MILLON users
YOUTUBE 1000 MILLON users
SNAPCHAT 250 MILLON users
LINKEDIN 250 MILLON users
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INFORMING
DISCLOSING
DIALOGUING
RAISING
AWARENESS
REPORTING
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IDENTIFYING
TYPES OF
USERS
(statistics)
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AA2000 APP:
ONE OF THE BEST
APPS IN
ARGENTINA TO
FOLLOW UP TRIPS
AND SERVICES
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New language
Real-time alerts
Follow-up
Services
Promotions
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• 13 AIRPORTS
• 2015
• TOTAL BY THE END
OF 2015 23 AIRPORTS
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TOURISM
SERVICES
ENTERTAINMENT
CORPORATE
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WEB AA2000:
LIVE CHAT
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WEB AA2000:
PASSENGERS’
GUIDE
Baggage
Formalities
At the airport
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AIRPOINTS
PROGRAM
TRAVELER
=
CONSUMER
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THE USER OF TOMORROW:
THE CHALLENGES OF TECHNOLOGY
BREAKTHROUGH
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• Will hold jobs that don’t exist yet.
• Will use technology that’s not
invented yet.
• Will solve problems that aren’t
problems yet.65%OF TEENS
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REAL-TIME INFO
NEW SERVICES
USERS
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HOW CAN WE INNOVATE?
?
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1. NEW
COMMUNICATIONS
TOOLS
• GADGETS
• INTELLIGENT
HOMES
• INTERACTIVE
SHOP WINDOWS
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2. SERVICE
CUSTOMIZED
SERVICE BASED
ON PROFILES
CREATION OF NEW
NEEDS
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DURING THIS
PRESENTATION
260 HOURS OF VIDEO UPLOADED
1,653WEBSITES CREATED
933,000TWEETS POSTED
694,000 SONGS DOWNLOADED
173,500SELFIES POSTED
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THANK YOU!