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DELIVERING THE ‘ALWAYS - ON’ TRAVEL EXPERIENCE A VIEW FROM THE KITCHEN Dmitry Chuyko CEO S7 Travel Retail

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DELIVERING THE ‘ALWAYS-ON’ TRAVEL

EXPERIENCE

A V I E W F R O M T H E K I T C H E N

Dmitry ChuykoCEOS7 Travel Retail

W E ’ R E S 7

Mobile, check-in, boarding

passes, e-Enabled aircrafts

and more

TRAVEL LIFECYCLE

Dreaming

Planning

Shopping

Experiencing

Marketing Based

on technology and big data

Marketing plus

eCommerce

tRetail Shopping engines

mobile and other

STAY CONNECTED

Source: Worldbank.org

Internet Usersper 100 people

10bln 50 bln25bln

2010 2015 2020

Connected things

Russian

Federation World

70

60

50

40

30

20

04 05 06 07 08 09 10

11 12 13

Smarter

Thinner

More connected

More integrated

CREATIVE DISRUPTION

MY KITCHEN

Personalization

Clouds

Mobility

Location-aware

Context-aware

Integrity

Social

Multi touch points

Big data

Cross-Sell, PostSell, UpSell

Scalability

New Products

Dynamic Packages

Added Value Services

Variation of Products

Bundled & Unbundled Products

Ground Ancillaries

Flight Ancillaries

Loyalty

Customer Service

METHOD

Method. The way you cook

BOTTOM LAYER

MIDDLE LAYER

TOP LAYER

METHOD

Touch Points

ESB

Connectors

We’re cookingLasagna

PRODUCTS OR INGREDIENTS

Airlines

are

Perfect

retailers,

if

they

are not

airlines…

S U P P L I E R :

“I have product – how do I

sell as much of my product

as possible?”

R E T A I L E R :

“I have customers –

how many of their needs

can I fulfill?”

Brand Recognition

Customer Trust

Web Traffic

Often First Travel Transaction

Loyalty Programs

Often Holiday/Vacations Subsidiaries

Believe Travel Agents are the retailers

Structured around operations and locations

Retailing/Merchandising is a special skill set

Legacy technology

Channel Silos: FFP, Holidays/Vacations,

Reservations, eCommerce

Travel retailing is about

meeting all of the

consumer’s travel needs

WE’RE S7 TRAVEL RETAIL

C H A S E H A P P I N E S S

THANK YOU

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 Dmitry Chuyko, S7 Travel Retail

at the 2015 SITA Air Transport IT Summit, Brussels.

2015 Air Transport IT Summit