대한항공 혁신 (Korean Air Innovation)

Dante Dionne, PhD (c) – Senior IT Manager

Innovation Technology Development Center (ITDC), Korean Air

○ Passenger Airlines

○ Air Cargo

○ Marine Shipping

○ Trucking Operations

○ Hotel Operations

○ More …

Lines of Business

International 46 countries, 131 cities (domestic US19/KO13 cities)

64 regular lanes to 35 countries 90 ports

North America, West/Eastern Europe, Central Asia

There & Back Again

In-flight: Meal Services

Source: commons.wikimedia.org

In-flight: Entertainment

Source: commons.wikimedia.org

Traditional Sensitivity Focus

Reference: 2016, Center for Air Transportation Systems Research, George Mason University

high

low high

Passenger Needs

Success

Recognition

Connected

Secure

bio

(Gilbert, 1982; Maslow, 1943)

Optimal Experience

Challenge-Skill

Balance

Action-Awareness

Merging

Total Concentration

Transformation of Time

Autotelic Experience

Loss of Self-Consciousness

Unambiguous Feedback

Clear Goals

Sense of Control

(Csikszentmihalyi, 1993)

Optimal Experience

Positive CX

Cultural values

Visionary leadership

Engaged personnel

Customer connection

Connecting Personnel & Passengers

Technology Applications

• IoT and Sensor data

• Biometrics & wearables

• Data quality assurance

• AR/VR

• Global payment testing

• Drones

• AI & Robotics

Essentiality of innovation

• Digital balance with smart jewelry

• In-ear language translation

• Biometric ID

• Pet monitoring

Digital Landscape

• AP 60% Mobile/Internet

• National infrastructure

• 86% in South Korea

• ~91% Instant Messaging

• Understanding customer demographic is KEY

source: Korea Internet & Security Agency (KISA)

Know Thy customer (2010-2015)

• 26.6M passengers (2015 total)

• +20% passengers (since 2010)

• +60% millennials (since 2010)

Messaging Platforms

(> 90% of Korean Smart Phone Users)

170M users

Source: expandedramblings.com, 2015

300M users

Flight Search flights.search.naver.com

Corporate R&D

• Sustain

– Improve (optimization)

– Supplement (add-on)

• Disrupt

–Reinvent (innovate)

– Transform (morph)

○ CMS Vendor Evaluation/Selection

○ Booking Engine Integration

○ Loyalty Program Integration

○ 9 Regional Websites – 10 Languages

○ Mobile Device websites & Applications

○ Social Media Integration

○ Personalization & Behavioral Analytics

○ Affiliate/In-house Marketing Campaign

○ More …

Digital Platform Renovation

○ Global Real-time Shipment Tracking

○ Auto Departure/Arrival Alerts

○ Web based UI & Back End Services

○ Route Deviation Monitoring & Alerts

○ 3PL Partner & Global Integration

○ More …

GPS Cargo Tracking System

○ Proof-of-Concept

○ Replace Legacy Silo Technology

○ Smart-Phone Based Push-To-Talk (PTT) Devices

○ Business Grade Solution

○ High-Noise Areas / Durability / Customer Sentiment

○ Support/Maintenance / Security / Privacy

○ Equipment Investment / Signal Quality

○ More …

Airport Operations PTT Communications

Thank You Dante Dionne, PhD (C)

Sr. Innovation Technology Manager, Korean Air

ddionne@koreanair.com

@fromdante

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 Dante Dionne, Korean Air at the 2016 APEX IT Conference, Los Angeles.

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