WEBVTT 1 00:00:03.009 --> 00:00:06.490 We believe now as we go forward in this next phase, 2 00:00:06.490 --> 00:00:08.280 in terms of our operation and delivery 3 00:00:08.280 --> 00:00:11.562 that we have to really invest in digital transformation. 4 00:00:15.413 --> 00:00:17.062 My name is Philip Maher. 5 00:00:17.062 --> 00:00:19.180 I've been in Virgin since 2005. 6 00:00:19.180 --> 00:00:21.340 I am the chief operating officer for our business 7 00:00:21.340 --> 00:00:23.610 and we were very privileged to be able to see 8 00:00:23.610 --> 00:00:25.800 the tools being put in place in KLM. 9 00:00:25.800 --> 00:00:29.160 We're very excited about what the tools did. 10 00:00:29.160 --> 00:00:31.290 Smart tail allocation and disruption management, 11 00:00:31.290 --> 00:00:34.320 they are key components of any operation. 12 00:00:34.320 --> 00:00:36.090 Those tools we're putting in place 13 00:00:36.090 --> 00:00:38.360 will bring in capability to our teams. 14 00:00:38.360 --> 00:00:40.660 They'll allow us to use machine learning 15 00:00:40.660 --> 00:00:42.380 and artificial intelligence in a new way 16 00:00:42.380 --> 00:00:45.270 they'll allow us to analyze our data in a new way 17 00:00:45.270 --> 00:00:46.720 and that helps our operation, 18 00:00:46.720 --> 00:00:47.700 it helps our customers, 19 00:00:47.700 --> 00:00:48.660 it helps the environment, 20 00:00:48.660 --> 00:00:50.693 it helps improve sustainability. 21 00:00:51.977 --> 00:00:54.545 It'll also allow us to bring in agile working 22 00:00:54.545 --> 00:00:58.080 new processes so we can really make smart decisions 23 00:00:58.080 --> 00:00:59.800 that optimize that data, 24 00:00:59.800 --> 00:01:01.520 to drive profit for our business, 25 00:01:01.520 --> 00:01:03.770 to drive a better experience for our customer, 26 00:01:03.770 --> 00:01:05.853 and better operation performance. 27 00:01:08.236 --> 00:01:10.390 I'm extremely excited to be leading the ODS team 28 00:01:10.390 --> 00:01:11.420 and to be working together 29 00:01:11.420 --> 00:01:13.570 with KLM and BCG on this initiative. 30 00:01:13.570 --> 00:01:15.500 So, from the customer's point of view 31 00:01:15.500 --> 00:01:18.890 the benefits are, of course, less delays, less disruption, 32 00:01:18.890 --> 00:01:21.450 less likely to be moved from the original seat 33 00:01:21.450 --> 00:01:23.220 you planned to fly on, 34 00:01:23.220 --> 00:01:24.720 because these tools we're looking at, 35 00:01:24.720 --> 00:01:27.720 what the impact a decision makes on not just one flight, 36 00:01:27.720 --> 00:01:28.820 on the overall network, 37 00:01:28.820 --> 00:01:30.750 means that the delays don't propagate through 38 00:01:30.750 --> 00:01:32.040 as they normally would. 39 00:01:32.040 --> 00:01:33.630 From the frontline point of view, 40 00:01:33.630 --> 00:01:35.440 the people will be able to have the right information 41 00:01:35.440 --> 00:01:36.980 available at the right time, 42 00:01:36.980 --> 00:01:38.640 meaning that they don't need to spend a lot of time 43 00:01:38.640 --> 00:01:40.990 trying to get information from different parties, 44 00:01:40.990 --> 00:01:43.946 but can focus on actually delivering it to the customers. 45 00:01:46.850 --> 00:01:48.140 From the company's point of view 46 00:01:48.140 --> 00:01:51.380 you'll be reducing costs as you'll be having less delays, 47 00:01:51.380 --> 00:01:55.293 less disruption, and also your customer NPS will improve. 48 00:01:55.293 --> 00:01:57.820 We have to embrace this digital transformation 49 00:01:57.820 --> 00:02:00.500 in a new way because we know it's a very exciting phase 50 00:02:00.500 --> 00:02:03.060 for our customers, very exciting phase for our business, 51 00:02:03.060 --> 00:02:05.510 and, indeed, a very exciting time for operations.