WEBVTT

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We believe now as we go forward in this next phase,

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in terms of our operation and delivery

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that we have to really invest in digital transformation.

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My name is Philip Maher.

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I've been in Virgin since 2005.

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I am the chief operating officer for our business

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and we were very privileged to be able to see

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the tools being put in place in KLM.

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We're very excited about what the tools did.

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Smart tail allocation and disruption management,

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they are key components of any operation.

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Those tools we're putting in place

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will bring in capability to our teams.

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They'll allow us to use machine learning

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and artificial intelligence in a new way

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they'll allow us to analyze our data in a new way

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and that helps our operation,

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it helps our customers,

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it helps the environment,

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it helps improve sustainability.

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It'll also allow us to bring in agile working

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new processes so we can really make smart decisions

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that optimize that data,

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to drive profit for our business,

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to drive a better experience for our customer,

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and better operation performance.

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I'm extremely excited to be leading the ODS team

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and to be working together

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with KLM and BCG on this initiative.

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So, from the customer's point of view

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the benefits are, of course, less delays, less disruption,

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less likely to be moved from the original seat

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you planned to fly on,

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because these tools we're looking at,

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what the impact a decision makes on not just one flight,

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on the overall network,

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means that the delays don't propagate through

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as they normally would.

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From the frontline point of view,

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the people will be able to have the right information

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available at the right time,

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meaning that they don't need to spend a lot of time

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trying to get information from different parties,

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but can focus on actually delivering it to the customers.

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From the company's point of view

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you'll be reducing costs as you'll be having less delays,

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less disruption, and also your customer NPS will improve.

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We have to embrace this digital transformation

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in a new way because we know it's a very exciting phase

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for our customers, very exciting phase for our business,

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and, indeed, a very exciting time for operations.