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CATERING FOR
SMARTER
TRAVELERS
Allison O’Neill
Vice President
SITA Passenger Solutions
THE INNOVATION PIPELINE
• Mobility and wireless
• Cloud computing
• Social networking
• API Marketplace
• Biometrics
• Geo-location
• Predictive analytics
• Grid computing
ENGAGEMENT WITH TECHNOLOGY
Today’s ubiquitous engagement
• Available anywhere, anytime
• Omni channel
• Mobile, online, social
• Self-service delivery
• Search and shopping
• Multiple forms of payment
• Packaging, ancillary services
• Personalization
• Process automation
• Use of business intelligence
Yesterday’s engagement
EVOLUTION OF TECHNOLOGY ENGAGEMENT
CORE SYSTEMS EVOLUTION
1947
First IATA
Traffic
Conference
1960
American
Airlines and
IBM Launch
Sabre
1976
SITA Launches
Reservations
Services
1992
Amadeus
Reservations
System goes live
1994
OpenSkies
(Navitaire)
PSS launched
2014
These four systems
manage more than
half of all airline
bookings and
check-ins in the
world
ENABLING ENGAGEMENT AND INNOVATION
Global deployment of
services and touch points
Service oriented
reusable business
processes
New data
model
Touch
point
Touch
point
Touch
point
Touch
point
Touch
point
Rule-driven orchestration
Reach
customers
anywhere,
anytime
with easy to use
personalized
service
Consistent and
comprehensive
data available to
airline staff and
self serve or auto
processes
More control and
faster time to
market for tailored
functionality
Consistent service,
faster service
innovation
Efficient
deployment across
the network and
complete customer
journey
Flexible and
scalable new
generation
architecture
IN A CHANGING WORLD, WE NEED
SOMETHING WE CAN RELY ON
Global airline operating margin (IATA)
Open
systems!
Customer
centric!
Online
shopping!
Mobile &
social!
Online
enabled!
Personalized
retailing!
Big data!
Make it
efficient!
Make it more
efficient!
Wearable
devices
The next
big thing!
As efficiently
as possible
And the
next!
STAYING ALERT, EFFICIENT AND AGILE IS
THE KEY TO STAYING AHEAD OF THE CURVE
Open
systems!
Customer
centric!
Make it
efficient!
Online
shopping!
Mobile &
social!
Personalized
retailing!
Make it more
efficient!
Online
enabled!
Big data!
Global airline operating margin (IATA)
Wearable
devices
INNOVATING FOR OUR INDUSTRY
DISCLAIMER
Any use, republication or redistribution of this content is
expressly prohibited without the prior written consent of the
Author. Permission to copy and reproduce content may be
granted by the author, at their discretion, and by request
only.
Source: presentation of Allison O’Neill, SITA at the 2014
SITA Air Transport IT Summit, Brussels.
2014 Air Transport IT Summit

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Catering for smarter travelers: Allison O’Neill, Vice President, SITA Passenger Solutions

  • 1. CATERING FOR SMARTER TRAVELERS Allison O’Neill Vice President SITA Passenger Solutions
  • 2. THE INNOVATION PIPELINE • Mobility and wireless • Cloud computing • Social networking • API Marketplace • Biometrics • Geo-location • Predictive analytics • Grid computing
  • 3. ENGAGEMENT WITH TECHNOLOGY Today’s ubiquitous engagement • Available anywhere, anytime • Omni channel • Mobile, online, social • Self-service delivery • Search and shopping • Multiple forms of payment • Packaging, ancillary services • Personalization • Process automation • Use of business intelligence Yesterday’s engagement
  • 5. CORE SYSTEMS EVOLUTION 1947 First IATA Traffic Conference 1960 American Airlines and IBM Launch Sabre 1976 SITA Launches Reservations Services 1992 Amadeus Reservations System goes live 1994 OpenSkies (Navitaire) PSS launched 2014 These four systems manage more than half of all airline bookings and check-ins in the world
  • 6. ENABLING ENGAGEMENT AND INNOVATION Global deployment of services and touch points Service oriented reusable business processes New data model Touch point Touch point Touch point Touch point Touch point Rule-driven orchestration Reach customers anywhere, anytime with easy to use personalized service Consistent and comprehensive data available to airline staff and self serve or auto processes More control and faster time to market for tailored functionality Consistent service, faster service innovation Efficient deployment across the network and complete customer journey Flexible and scalable new generation architecture
  • 7. IN A CHANGING WORLD, WE NEED SOMETHING WE CAN RELY ON Global airline operating margin (IATA) Open systems! Customer centric! Online shopping! Mobile & social! Online enabled! Personalized retailing! Big data! Make it efficient! Make it more efficient! Wearable devices
  • 8. The next big thing! As efficiently as possible And the next! STAYING ALERT, EFFICIENT AND AGILE IS THE KEY TO STAYING AHEAD OF THE CURVE Open systems! Customer centric! Make it efficient! Online shopping! Mobile & social! Personalized retailing! Make it more efficient! Online enabled! Big data! Global airline operating margin (IATA) Wearable devices
  • 10. DISCLAIMER Any use, republication or redistribution of this content is expressly prohibited without the prior written consent of the Author. Permission to copy and reproduce content may be granted by the author, at their discretion, and by request only. Source: presentation of Allison O’Neill, SITA at the 2014 SITA Air Transport IT Summit, Brussels. 2014 Air Transport IT Summit