Unisys is hosting a workshop at this week’s Aviation Festival in London exploring how aviation stakeholders can transform the employee experience (EX) and digitally ’empower’ staff.
The IT solutions company says airlines and airports are striving to create an exceptional customer experience (CX), but to deliver the CX customers want, it is vital that companies also deliver the EX that staff are craving across workplaces.
‘Power Up the Employee Experience for Customer Experience to Take Flight’ will discuss how aviation players can develop the CX for employees to strengthen operations, enhance the customer experience, and achieve business goals.
The workshop will be led by Unisys vice president and global lead of travel and transportation Dheeraj Kohli (pictured above), who will be joined by former Disney Institute professor, comedian, and customer experience consultant, Louie Gravance.
Kohli said: “It is about giving employees the tools they need to work better. All the airlines, airports and ground handlers give digital devices to workers like scanners, iPads etc and workers are already digitally trained, but how do we empower them and what do we do to make then empowered and more efficient?”
The session at the Aviation Festival will also look at how automation and digital technology can positively impact the EX at airlines and airports, through the use of automated check-in counters, iPads, other devices and technology.
Kohli said: “In airlines, what they have done is digitally enable them (employees) but they are yet to empower them. On a scale of 1-10 – I would say they are at four in the digitisation process to date as there is still a lot to be done.
“On the cargo side, it is about a two, as they have not even enabled them (employees) yet. On the airport side and ground handling, they are already enabled and using technology so I would say it is at about a four.”
In the view of, Kohli, airlines, airport and handlers are not reluctant to digitise and invest in technology, but there is still a lack of awareness. “People like to follow. There are a few progressive airlines who are innovating but there are others who are waiting for someone else to succeed.
“The next stage is to look at what we want to achieve and then, maybe, they can then make the first step.”
Kohli said the workshop will be highly interactive with demos and live examples and feature different scenarios and case studies from both the B2B and B2C sectors.
It will also aim to discover the implications workplace technology can have on bottom-line and long-term success, and reveal critical insights from the results of a new global survey of more than 12,000 digital workers.
Other focuses will be a discussion on what it means to be a “technology leader” or a “technology laggard” airline or airport while the event will also explore artificial intelligence, augmented reality, robotic process automation, chat, and other innovative technologies through interactive demonstrations.
Unisys itself offers industry different products and it has recently won a tender for baggage reconciliation and airports across Australia and New Zealand where the entire systems are automated.
A new service also going down well is Digi-Pet – a new innovative animal transportation service launched earlier this year and designed to take the stress out of flying pets in aircraft cargo hold.
The product provides pet owners with the ability to monitor and talk to their pets via their personal devices such as smartphones. Digi-Pet enables airlines to offer niche pet transport services featuring a high-quality customer experience for both the pet and pet owner.
Kohli said Digi-Pet is being well-received and Unisys will soon be signing a new contract for the service, although he could not go into more details at this stage.
At the end of the day, Kohli says for Unisys the mantra and end goal is all about “impacting people’s lives positively” across working environments.
Visit http://www.terrapinn.com/conference/aviation-festival/index.stm for more details of the Aviation Festival taking place at the Business Design Centre, Islington, London from 5-7 September.