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Customer Experience: Experiences that fly: making digital relevant in transit BY Morten Dam-Andersen AT Copenhagen Airport

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Slides from Morten's workshop at J. Boye's Aarhus16 conference in Aarhus on Wednesday 2-Nov-16.

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Customer Experience: Experiences that fly: making digital relevant in transit BY Morten Dam-Andersen AT Copenhagen Airport

  1. 1. 1  Experiences that fly - making digital relevant in transit
  2. 2.  Who am I?  CPH – a brief intro  The airport challenge  The digital solution  The omnichannel experience  Final thoughts Agenda 2
  3. 3. Who am I?  2012 – current: Digital Business Development Manager @ CPH  2009 – 2012: Online Project Manager @ Hi3G Denmark  2007 – 2009: Online Project Manager @ Widex Hearing Aids  2007 MSc in Digital Design & Communication  2004 BSc in International Business Communication (Spanish) 3
  4. 4.  Site Manager Cph.dk / Digital Business Development Manager  2012 – nu: CPH  2009 – 2012: Teleselskabet 3  2007 – 2009: Widex A/S  Cand. IT – Design, Kommunikation & Medier 2007 CPH Vision 4 The Gateway of Northern Europe - Where you come to move on and we make you wish to stay
  5. 5.  "Best Airport in Northern Europe" for the fourth time in six years  Number 2 in "World's Best Airport Security“  Number 2 in "World's Best Airport: 20-30 million passengers  Number 2 in the world for cleanest airport  Number 1 in Europe for baggage delivery 5
  6. 6. Europe’s most efficient airport 11 times in the last 13 years 6
  7. 7. Best Airport Food & Beverage Offer of the Year 2014 + 2016 7
  8. 8. 7th place: "World's best Airport" 8
  9. 9. Page 9 The airport challenge
  10. 10. 10
  11. 11. 11
  12. 12. 12 The ”travel value chain” Transport & Arrival Check-in & Bagage Security Shopping Dwell time Gate & Boarding Inflight Bagage reclaim
  13. 13. 13
  14. 14. 14
  15. 15. 15
  16. 16. Page 16 The digital solution
  17. 17. 17 What do users want? See baggage rulesCheck flight info
  18. 18. 18 What does CPH want? Sell parkingSell Tax free
  19. 19. 19 The digital vision … Meeting business goals by enhancing the physical airport experience through a seamless user journey across systems and devices
  20. 20. 20 The ”travel value chain” Transport & Arrival Check-in & Bagage Security Shopping Dwell time Gate & Boarding Inflight Bagage reclaim
  21. 21. 21 The new ”travel value chain”
  22. 22. Page 22 The omnichannel experience
  23. 23.  Site Manager Cph.dk / Digital Business Development Manager  2012 – nu: CPH  2009 – 2012: Teleselskabet 3  2007 – 2009: Widex A/S  Cand. IT – Design, Kommunikation & Medier 2007 23 Cph.dk (EPiServer – Atea) Shop.cph.dk (EPiServer – CPH) Advantage.cph.dk (EPiServer – CPH) Parkering.cph.dk (Hubspot – Amazon)
  24. 24. 24
  25. 25.  Site Manager Cph.dk / Digital Business Development Manager  2012 – nu: CPH  2009 – 2012: Teleselskabet 3  2007 – 2009: Widex A/S  Cand. IT – Design, Kommunikation & Medier 2007 25 Cph.dk (EPiServer – Atea) Shop.cph.dk (EPiServer – CPH) Advantage.cph.dk (EPiServer – CPH) Parkering.cph.dk (Hubspot – Amazon)
  26. 26.  Site Manager Cph.dk / Digital Business Development Manager  2012 – nu: CPH  2009 – 2012: Teleselskabet 3  2007 – 2009: Widex A/S  Cand. IT – Design, Kommunikation & Medier 2007 26 Cph.dk (EPiServer – Atea) Shop.cph.dk (EPiServer – CPH) Advantage.cph.dk (EPiServer – CPH) Parkering.cph.dk (Hubspot – Amazon) Parking prebooking  Prebook parking online
  27. 27.  Site Manager Cph.dk / Digital Business Development Manager  2012 – nu: CPH  2009 – 2012: Teleselskabet 3  2007 – 2009: Widex A/S  Cand. IT – Design, Kommunikation & Medier 2007 27 Cph.dk (EPiServer – Atea) Shop.cph.dk (EPiServer – CPH) Advantage.cph.dk (EPiServer – CPH) Parkering.cph.dk (Hubspot – Amazon) Car care services  Prebook parking online
  28. 28. Page 28 Staying relevant
  29. 29. 29
  30. 30.  Site Manager Cph.dk / Digital Business Development Manager  2012 – nu: CPH  2009 – 2012: Teleselskabet 3  2007 – 2009: Widex A/S  Cand. IT – Design, Kommunikation & Medier 2007 30 Cph.dk (EPiServer – Atea) Shop.cph.dk (EPiServer – CPH) Advantage.cph.dk (EPiServer – CPH) Parkering.cph.dk (Hubspot – Amazon)
  31. 31.  Site Manager Cph.dk / Digital Business Development Manager  2012 – nu: CPH  2009 – 2012: Teleselskabet 3  2007 – 2009: Widex A/S  Cand. IT – Design, Kommunikation & Medier 2007 31 Cph.dk (EPiServer – Atea) Shop.cph.dk (EPiServer – CPH) Advantage.cph.dk (EPiServer – CPH) Parkering.cph.dk (Hubspot – Amazon) User departure date is key!
  32. 32.  Site Manager Cph.dk / Digital Business Development Manager  2012 – nu: CPH  2009 – 2012: Teleselskabet 3  2007 – 2009: Widex A/S  Cand. IT – Design, Kommunikation & Medier 2007 32 Cph.dk (EPiServer – Atea) Shop.cph.dk (EPiServer – CPH) Advantage.cph.dk (EPiServer – CPH) Parkering.cph.dk (Hubspot – Amazon)
  33. 33. Page 33 Final thoughts
  34. 34. Take aways 34  Limit to new product launches – both internally and for users  Beware of business cases (1+1 does not equal 2!)

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