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

1. 1  Experiences that fly - making digital relevant in transit

2.  Who am I?  CPH – a brief intro  The airport challenge  The digital solution  The omnichannel experience  Final thoughts Agenda 2

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.  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.  "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. Europe’s most efficient airport 11 times in the last 13 years 6

7. Best Airport Food & Beverage Offer of the Year 2014 + 2016 7

8. 7th place: "World's best Airport" 8

9. Page 9 The airport challenge

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12. 12 The ”travel value chain” Transport & Arrival Check-in & Bagage Security Shopping Dwell time Gate & Boarding Inflight Bagage reclaim

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16. Page 16 The digital solution

17. 17 What do users want? See baggage rulesCheck flight info

18. 18 What does CPH want? Sell parkingSell Tax free

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 The ”travel value chain” Transport & Arrival Check-in & Bagage Security Shopping Dwell time Gate & Boarding Inflight Bagage reclaim

21. 21 The new ”travel value chain”

22. Page 22 The omnichannel experience

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)

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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.  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. Page 28 Staying relevant

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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!

33. Page 33 Final thoughts

34. Take aways 34  Limit to new product launches – both internally and for users  Beware of business cases (1+1 does not equal 2!)