Cathay Pacific moves beyond tomorrow with big strides in IT transformation
The past three years have been a flurry of activity for Cathay Pacific as Hong Kong’s home carrier launched new technologies that improve customer experience and programmes to cultivate the next generation of tech-savvy disruptors.
Adding value to customers
The airline’s decade-long IT transformation project has been stepped up to give customers more choice and control over their journeys. “We fixed a lot of basics and rolled out more initiatives. Our talent development, IT infrastructures and mobile apps development flow are more mature. Now we are at a stage where we can roll out more interesting initiatives that add value to our customers,” explains Paul Loo, Cathay Pacific Chief Customer and Commercial Officer.
One of these is the Disruption Management Programme. When a typhoon causes flight delays or an airport shutdown, the automated programme gives passengers the ability to take back control of their bookings while also reducing pressure on the airport team. Timely and transparent information is sent proactively via SMS or email, after which passengers can re-book their flights themselves in five simple steps using their smartphone.
Another programme is the chatbot with live chat functionality that all customers can utilise to manage their bookings and check-in online, ensuring their seamless travel experience starts well before their flight. The service is slated to expand to online booking and other self-service touchpoints.
Passengers in First and Business Class can enjoy an elevated digital inflight service experience courtesy of the Smart Service mobile app devised for the cabin crew. Equipped with an iPad that synchronises customer data and facilitates the order-taking process, they can work with greater ease and efficiency while delivering premium service.
Nurturing technological development
Alongside its own development, Cathay Pacific also spearheads initiatives that nurture local talent and creativity in its efforts to support Hong Kong in becoming a leading technology and innovation hub.
“We work with innovators at different stages of their lives,” says Loo. “We start with the annual Cathay Pacific 24-hour Hackathon launched three years ago that sees over 100 students brainstorm, develop and pitch innovative travel technology solutions to industry professionals. Some joined us as summer interns, while others became our IT trainees after graduation. Then we have the Global Acceleration Academy that we introduced last week at the Hong Kong Science Park. For those who are more mature, we sponsor their presence at RISE, Asia’s largest technology conference, as part of our Ignition Project that we initiated at the event last year.”
At the recently concluded RISE Hong Kong 2019, the official airline sponsor supported eight local startups. “Among the qualities we look for are innovation and whether they understand the value they can add to the end user,” Loo explains. “Also, are they sustainable, can they communicate their ideas and do they have the enthusiasm to go beyond what they are doing. In many cases, the silver bullet may not be their first product. They learn from it and then further improve their second or third products which could become their silver bullet. While some of their creations may be suitable for us to use and we can cooperate moving forward, others may not even relate to us or our industry. But we see that they are exciting new startups and deserve a chance to be showcased at RISE.”
From zero to hero
One of these startups is Xccelerate, a vertically integrated company that offers advanced tech education with proprietary curriculum, software, and learning outcomes.
CEO & Chairman Lavine Hemlani founded the startup two and a half years ago as a solution to education systems that are not keeping up with the needs of the future of work. “I have been able to work with a really inspiring team to empower almost 2,000 people in Hong Kong with skills for the future that include robotics, blockchain, artificial intelligence, software engineering and design,” he says.
From courses for individuals and corporate training for companies to working with the government, Xccelerate helps people to move beyond traditional education and develop human capital.
Among their students are fresh graduates from universities who take a pit stop at Xccelerate before taking a job to equip themselves better, and others looking to upgrade their skills or for a career change. “The most inspiring thing is when someone like a construction worker can transform his life after taking our courses. That’s literally accelerating people,” Hemlani continues.
He cites the examples of a driver and a construction worker who became software engineers and a housewife turned data scientist after completing their full-time, 16-week immersive programmes. “We can turn you from a zero to a hero in four months. Anyone can do it if you are smart and hungry and set your mind to it, even if you haven’t done a single line of code before. You will learn more with us in four months than in four years in university.”
A high percentage of their graduates get jobs quickly, as the company helps them connect with employers, put together their CVs, and prepare for their interviews. “Our team and instructors have a passion for seeing them get jobs, whether they want to switch careers or become cream of the crop in their industries,” Hemlani concludes.
