D1 13.30 EM 57 GettingtwostepsaheadLufthansacasestudyusingAEMtoengagegroundstaff 130514 PFv1
May 14-15, 2014 | ICC ExCel, London Learn more at summit.adobe.com/emea #AdobeSummit
© 2014 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
#AdobeSummit | twitter.com/Capgemini | twitter.com/Lufthansa
Maggie Buggie VP/Global Head of Digital Sales and Markets DCX Capgemini twitter.com/MaggieBuggie
© 2014 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
2
#AdobeSummit | twitter.com/Capgemini | twitter.com/Lufthansa
Mirco Bharpalania Director IT Governance, Lufthansa German Airlines twitter.com/Lufthansa
© 2014 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
3
#AdobeSummit | twitter.com/Capgemini | twitter.com/Lufthansa
Getting two steps ahead: Lufthansa case study using CQ5 to engage ground staff
Joint speakers: Maggie Buggie | DCX Capgemini & Mirco Bharpalania, IT Governance, Deutsche Lufthansa AG
© 2014 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
#AdobeSummit | twitter.com/Capgemini | twitter.com/Lufthansa
For use with full-screen images or diagrams that look good on black
© 2014 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
5
#AdobeSummit | twitter.com/Capgemini | twitter.com/Lufthansa
Customer Experience
Operational Processes
© 2014 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
Business Model
6
#AdobeSummit | twitter.com/Capgemini | twitter.com/Lufthansa
Digital intensity
Fashionistas
Digital Masters
Beginners
Conservatives
Transformation management intensity Source: Capgemini Consulting-MIT Analysis – Digital Transformation: A roadmap for billion-dollar organizations (c) 2012
© 2014 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
7
#AdobeSummit | twitter.com/Capgemini | twitter.com/Lufthansa
Up to
© 2014 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
8
26 % Increase
#AdobeSummit | twitter.com/Capgemini | twitter.com/Lufthansa
Outside In Contextual view of customer
© 2014 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
Inside Out Single view of enterprise
9
#AdobeSummit | twitter.com/Capgemini | twitter.com/Lufthansa
With FIND, Lufthansa stepped from the 70s to the digital era - in the way we inform and communicate with our ground staff Before:
No consistent information basis for ground staff
Locally updated information nuggets (e.g. UNISYS transaction codes, local printed versions)
Information was distributed via various systems and documents
FIND:
A tool to find all relevant information when needed
Simple access to the information you need via a fast and efficient state of the art search functionality
Worldwide consistent information for employees and passengers
© 2014 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
10
#AdobeSummit | twitter.com/Capgemini | twitter.com/Lufthansa
FIND supports the complete process chain of the journey: from Check-In… 40,000 ground staff interact with our 286,000 daily passengers
Check-in Passenger
© 2014 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
Check-in Baggage
Security & Documents
11
Lounge
#AdobeSummit | twitter.com/Capgemini | twitter.com/Lufthansa
FIND supports the complete process chain of the journey: from Check-In… …to Arrival
Boarding
© 2014 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
Transfer
Arrival
12
#AdobeSummit | twitter.com/Capgemini | twitter.com/Lufthansa
Before FIND
© 2014 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
13
#AdobeSummit | twitter.com/Capgemini | twitter.com/Lufthansa
FIND simple and efficient: search, filter, find
© 2014 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
14
#AdobeSummit | twitter.com/Capgemini | twitter.com/Lufthansa
FIND simple and efficient: search, filter, find
© 2014 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
15
#AdobeSummit | twitter.com/Capgemini | twitter.com/Lufthansa
FIND simple and efficient: search, filter, find
© 2014 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
16
#AdobeSummit | twitter.com/Capgemini | twitter.com/Lufthansa
Important parameters for the evaluation of AEM as standard tool and Capgemini as integrator
High requirements on the search as the central user point of entry
Multi-channel publishing
Multi-information type processing
Near real-time performance
Usable in the whole Lufthansa world, including CUTE (Common Use Terminal Equipment) in the different airports
Standardized authoring systems
Easy to use
© 2014 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
17
#AdobeSummit | twitter.com/Capgemini | twitter.com/Lufthansa
Project success - Lufthansa is very satisfied with AEM as standard tool and Capgemini as general contractor
The tight schedule was met
We entered into a new technological era from manual information to a digital experience
The quality of both service and technical fulfillment was high
The system runs very smoothly with a high user acceptance
© 2014 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
18
#AdobeSummit | twitter.com/Capgemini | twitter.com/Lufthansa
© 2014 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
19
#AdobeSummit | twitter.com/Capgemini | twitter.com/Lufthansa
© 2014 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
20
#AdobeSummit | twitter.com/Capgemini | twitter.com/Lufthansa
Thank you Maggie Buggie VP/Global Head of Digital Sales and Markets DCX Capgemini
Mirco Bharpalania Director IT Governance, Lufthansa German Airlines
twitter.com/MaggieBuggie
twitter.com/Lufthansa
© 2014 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
21
#AdobeSummit | twitter.com/Capgemini | twitter.com/Lufthansa
Questions and Answers
© 2014 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
22
#AdobeSummit | twitter.com/Capgemini | twitter.com/Lufthansa
Go HERE, do THIS, and you could WIN!
Download the App Every Session
© 2014 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
Give us feedback
Win a MeCam
Win an iPad Air
Just hit the survey button
Eight to win
Complete 8 surveys to enter the prize draw
It takes less than a minute
Record every minute
#AdobeSummit | twitter.com/Capgemini | twitter.com/Lufthansa
May 14-15, 2014 | ICC ExCel, London Learn more at summit.adobe.com/emea #AdobeSummit
© 2014 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
#AdobeSummit | twitter.com/Capgemini | twitter.com/Lufthansa
© 2014 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
#AdobeSummit | twitter.com/Capgemini | twitter.com/Lufthansa
Maggie Buggie VP/Global Head of Digital Sales and Markets DCX Capgemini twitter.com/MaggieBuggie
© 2014 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
2
#AdobeSummit | twitter.com/Capgemini | twitter.com/Lufthansa
Mirco Bharpalania Director IT Governance, Lufthansa German Airlines twitter.com/Lufthansa
© 2014 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
3
#AdobeSummit | twitter.com/Capgemini | twitter.com/Lufthansa
Getting two steps ahead: Lufthansa case study using CQ5 to engage ground staff
Joint speakers: Maggie Buggie | DCX Capgemini & Mirco Bharpalania, IT Governance, Deutsche Lufthansa AG
© 2014 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
#AdobeSummit | twitter.com/Capgemini | twitter.com/Lufthansa
For use with full-screen images or diagrams that look good on black
© 2014 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
5
#AdobeSummit | twitter.com/Capgemini | twitter.com/Lufthansa
Customer Experience
Operational Processes
© 2014 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
Business Model
6
#AdobeSummit | twitter.com/Capgemini | twitter.com/Lufthansa
Digital intensity
Fashionistas
Digital Masters
Beginners
Conservatives
Transformation management intensity Source: Capgemini Consulting-MIT Analysis – Digital Transformation: A roadmap for billion-dollar organizations (c) 2012
© 2014 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
7
#AdobeSummit | twitter.com/Capgemini | twitter.com/Lufthansa
Up to
© 2014 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
8
26 % Increase
#AdobeSummit | twitter.com/Capgemini | twitter.com/Lufthansa
Outside In Contextual view of customer
© 2014 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
Inside Out Single view of enterprise
9
#AdobeSummit | twitter.com/Capgemini | twitter.com/Lufthansa
With FIND, Lufthansa stepped from the 70s to the digital era - in the way we inform and communicate with our ground staff Before:
No consistent information basis for ground staff
Locally updated information nuggets (e.g. UNISYS transaction codes, local printed versions)
Information was distributed via various systems and documents
FIND:
A tool to find all relevant information when needed
Simple access to the information you need via a fast and efficient state of the art search functionality
Worldwide consistent information for employees and passengers
© 2014 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
10
#AdobeSummit | twitter.com/Capgemini | twitter.com/Lufthansa
FIND supports the complete process chain of the journey: from Check-In… 40,000 ground staff interact with our 286,000 daily passengers
Check-in Passenger
© 2014 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
Check-in Baggage
Security & Documents
11
Lounge
#AdobeSummit | twitter.com/Capgemini | twitter.com/Lufthansa
FIND supports the complete process chain of the journey: from Check-In… …to Arrival
Boarding
© 2014 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
Transfer
Arrival
12
#AdobeSummit | twitter.com/Capgemini | twitter.com/Lufthansa
Before FIND
© 2014 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
13
#AdobeSummit | twitter.com/Capgemini | twitter.com/Lufthansa
FIND simple and efficient: search, filter, find
© 2014 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
14
#AdobeSummit | twitter.com/Capgemini | twitter.com/Lufthansa
FIND simple and efficient: search, filter, find
© 2014 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
15
#AdobeSummit | twitter.com/Capgemini | twitter.com/Lufthansa
FIND simple and efficient: search, filter, find
© 2014 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
16
#AdobeSummit | twitter.com/Capgemini | twitter.com/Lufthansa
Important parameters for the evaluation of AEM as standard tool and Capgemini as integrator
High requirements on the search as the central user point of entry
Multi-channel publishing
Multi-information type processing
Near real-time performance
Usable in the whole Lufthansa world, including CUTE (Common Use Terminal Equipment) in the different airports
Standardized authoring systems
Easy to use
© 2014 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
17
#AdobeSummit | twitter.com/Capgemini | twitter.com/Lufthansa
Project success - Lufthansa is very satisfied with AEM as standard tool and Capgemini as general contractor
The tight schedule was met
We entered into a new technological era from manual information to a digital experience
The quality of both service and technical fulfillment was high
The system runs very smoothly with a high user acceptance
© 2014 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
18
#AdobeSummit | twitter.com/Capgemini | twitter.com/Lufthansa
© 2014 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
19
#AdobeSummit | twitter.com/Capgemini | twitter.com/Lufthansa
© 2014 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
20
#AdobeSummit | twitter.com/Capgemini | twitter.com/Lufthansa
Thank you Maggie Buggie VP/Global Head of Digital Sales and Markets DCX Capgemini
Mirco Bharpalania Director IT Governance, Lufthansa German Airlines
twitter.com/MaggieBuggie
twitter.com/Lufthansa
© 2014 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
21
#AdobeSummit | twitter.com/Capgemini | twitter.com/Lufthansa
Questions and Answers
© 2014 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
22
#AdobeSummit | twitter.com/Capgemini | twitter.com/Lufthansa
Go HERE, do THIS, and you could WIN!
Download the App Every Session
© 2014 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
Give us feedback
Win a MeCam
Win an iPad Air
Just hit the survey button
Eight to win
Complete 8 surveys to enter the prize draw
It takes less than a minute
Record every minute
#AdobeSummit | twitter.com/Capgemini | twitter.com/Lufthansa
May 14-15, 2014 | ICC ExCel, London Learn more at summit.adobe.com/emea #AdobeSummit
© 2014 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
#AdobeSummit | twitter.com/Capgemini | twitter.com/Lufthansa
