so I cannot start off by asking you a

所以我不能先問你一個

few questions and I want you to raise

幾個問題，我希望你能提出

your hands how many of you enjoy flying

你們有多少人喜歡飛行

in the typical airline experience and

航空公司的典型經驗和

maybe you've got an an aircraft in the

也許你已經得到了一個在飛機的

last month Wow

上個月 哇

how many of you swore at an airline

有多少人對著航空公司發過誓

because they lost your luggage how many

因為他們把你的行李弄丟了多少

of you saw it yourself because you

你們自己也看到了，因為你們

arrived at the app at the airport too

在機場也到達了應用程序

late and you missed the flight and how

遲到，你錯過了班機，怎麼

many of you affected by the strikes that

你們中的許多人受到罷工的影響

we had by Lufthansa and Deutsche Bahn in

我們在德國漢莎航空和德國鐵路公司有

the last 24 hours

最近24小時

ok thank God not so many people so now I

好吧，感謝上帝，沒有那麼多的人，所以現在我。

want you to imagine you under your own

要你想象你在你自己的

weight on your way to the airport your

在您去機場的路上，您的體重

taxis stuck in traffic your heart starts

計程車堵在路上，你的心開始

to beat faster sounds pretty familiar

打得更快聽起來很熟悉

right but imagine the airline was able

對，但如果航空公司能夠

to locate you via their app calculate

通過他們的應用程序計算出你的位置

your new time of arrival to the airport

您到達機場的新時間

and automatically book you onto the next

並自動為您預訂下一個

flight not only that if all your further

不僅如此，如果你的所有進一步

travel arrangements were automatically

旅行安排是自動的

synced so the taxi driver on your

同步，所以計程車司機對你的

arrival knew your new arrival time and

抵達時知道你的新到達時間和

also your hotel knew your new check-in

你的酒店也知道你的新的入住手續

time or if you arrive early to the

時間，或者如果你提前到達

airport the airline automatically

航空公司自動

reboots you onto an earlier flight and

重新啟動你到一個較早的班機和

not just that imagine if you had on this

不僅如此，想象一下，如果你有這個

app the ability to locate your bag at

應用程序能夠定位你的包，在

any point in time and track where it is

時時處處

this probably sounds a bit like science

這可能聽起來有點像科學

fiction today air travel is far from

小說今天的航空旅行還遠沒有到

being a hassle-free experience but in

是一種無憂的體驗，但在

theory the airlines know a lot about us

理論上來說，航空公司對我們的情況很瞭解

and the way we fly and the way we travel

和我們的飛行方式和旅行方式。

I myself am an avid traveler as you

我自己和你一樣，也是一個狂熱的旅行者。

heard I've been fortunate enough to

聽說我有幸能

visit 117 countries I'm passionate about

訪問117個我熱衷的國家

traveling

旅行

and helping others to experience the

和幫助他人體驗到

beauty of travel but when I think about

旅行之美，但當我想到

the many frustrations I've had for

屢屢受挫

example when I've been in Bangkok trying

比如我在曼谷的時候

to find out how do I get a visa to go to

以瞭解如何獲得簽證，去到

Mayan MA or when I'm trying to fly to

瑪雅馬薩諸塞州，或者當我想飛往。

Karachi and my flights been diverted to

卡拉奇和我的班機被轉到了

Lahore because Karachi Airport have been

拉合爾，因為卡拉奇機場已經

bombed how do I get new flights to

轟炸了，我怎麼得到新的班機，以

Karachi or when I arrived in Damascus

卡拉奇或當我到達大馬士革時。

and my bags didn't arrive I went by the

我的行李沒到，我就去了一趟。

way if there's anyone from us homeland

辦法，如果有我們祖國的人在的話

security listening those were purely

安全監聽那些是純粹的

leisure trips so my vision today I'd

閒遊，所以我今天的願景是

like to share with you is a hassle-free

想和大家分享的是一個無憂無慮的。

travel experience enabled by innovation

創新的旅行體驗

but which is also environmentally

但同時也是環境問題的

sustainable

可持續

now also through my work I have an

現在也通過我的工作，我有一個

interest at Lufthansa in monitoring

漢莎航空在監測方面的興趣

long-term trends and innovation and

長期趨勢和創新，以及

improving the customer experience I

改善客戶體驗 I

believe the topics of innovation and

相信創新的話題和

digitalization will revolutionize the

數字化將徹底改變世界。

customer experience over the coming

未來的客戶體驗

decade now what I'm about to describe

十年來，我所描述的

requires advances in data analytics but

需要在數據分析方面取得進展，但

also thoughtful consideration of privacy

也是對隱私的深思熟慮

we should have the right to control what

我們應該有權利控制什麼

data we share with whom we share it and

我們與誰共享數據，以及

how its shared this vision I will

如何分享這個願景，我將

describe is a win-win for us and for the

對我們來說，這是一個雙贏的方案，對我們來說也是一個雙贏的方案。

airlines by offering to share our

航空公司提供分享我們的

preferences and out data the airline can

航空公司的偏好和出數據可以

offer us an enriched travel experience

為我們提供豐富的旅行體驗

and be our partner along the journey let

與我們同行，讓

us now take a deeper look at the next

現在我們就來深入瞭解下

step for Airlines now once we start

航空公司現在的步驟，一旦我們開始

thinking about our travel we start

想到我們的旅行，我們開始

dreaming and planning we go online today

夢想與規劃我們今天上線

we see that the Internet has really

我們看到，互聯網真的已經

revolutionized the way that people

徹底改變了人們的生活方式

search for travel and has really enabled

搜索旅遊，並真正實現了

us to find the lowest possible airfare

我們找到最低可能的機票

which gives us power over the airlines

這讓我們對航空公司有權力

it also means that more of us can travel

這也意味著，我們更多的人可以旅行

because it's become cheaper but actually

因為它變得更便宜，但實際上

in the neck at next decade what will

脖子上

happen is that power will shift back to

會發生的事情是，權力將轉移回

the airlines the airlines will know

航空公司會知道

based on

基於

example checking whether in foreign

例如檢查是否在國外

destinations looking at travel guides or

目的地看旅遊指南或

contacting friends in far-off places

遙相呼應

that maybe we're thinking about planning

也許我們正在考慮規劃

a trip and they'll be able to offer us a

旅程，他們將能夠為我們提供一個

suggested itinerary before we've even

在我們還沒有

really started planning that trip in the

真正開始計劃這次旅行的時候

same way that today Amazon makes product

就像今天亞馬遜做產品

suggestions but they have to be careful

建議，但他們必須小心

not to go too far and respect our

不要太過分，要尊重我們的

privacy there is one example of a

隱私有一個例子。

European consumer loyalty program which

歐洲消費者忠誠計劃

was based on shopping patterns able to

是基於購物模式，能夠

identify pregnant women and offer them

查明孕婦身份，並向她們提供

special offers on baby products the

嬰兒用品特別優惠

issue was they were so good at

問題是他們很擅長

identifying pregnant women they were

識別孕婦，他們是

able even to do it before the women

巾幗不讓鬚眉

themselves realized they were pregnant

自己發現自己懷孕了

so we have to be careful when we travel

所以我們出行要小心

in future it would be possible to be

將來有可能是

offered a customized bundle of offerings

提供定製的捆綁產品

that's a package of goods and service

那是一攬子商品和服務

around your flight tailored individually

圍繞您的飛行量身定做

to your needs so suppose you're like me

適應你的需要，所以假設你像我一樣。

you only travel with carry-on luggage

您只攜帶隨身行李旅行

you generally like to eat a meal on

你一般喜歡在

board the aircraft and you like having

在飛機上，你喜歡有

the seat next to you empty the airline

空座

will be able to give me credit for the

將能給我的信用

fact that I don't check in a bag and

事實上，我不檢查在一個包和。

subsidize this towards my meal so

補貼我的飯錢，所以

they'll be off to me something

他們會給我一些東西

customized exactly to my needs at a

完全根據我的需求定製，價格

price point designed for me also what

為我設計的價位也是什麼

we'll see is what we see today is that

我們將看到的是，我們今天看到的是。

whenever we go online the majority of

每當我們上網時，大多數

times we actually don't buy anything we

有時我們其實並不買東西，我們

don't buy that flight and that's because

不要買那架飛機，那是因為...。

we don't find the price we want we don't

我們沒有找到我們想要的價格，我們也沒有找到

find enough seats

滿座

the destination is not available or the

目的地不可用或

time the flights just not convenient

班機不方便

actually in the future the airlines will

其實未來航空公司會

start mining this data the millions of

開始挖掘這些數據，數以百萬計的

searches which are going on and they'll

正在進行的搜索，他們將

be able to offer us better offers

能給我們提供更好的條件

because they'll know actually what we

因為他們會知道其實我們

want rather than what they think we want

而不是他們認為我們想要的

now many people spend a lot of time

現在很多人花了很多時間

planning their flights actually often

實際上經常

it's quite nice to be more spontaneous

灑脫一點也不錯哦。

sometimes I play a game called Airport

有時我玩一個叫機場的遊戲

roulette

輪盤賭

why show up at the airport I look up at

為什麼出現在機場我抬頭看了看

the departure screen I think hmm

離境畫面我想

where would be interesting to fly to the

哪裡會是有趣的飛到

ceiling based on what's the weather

天花板

what's the price what's the flight time

價格是多少 飛行時間是多少？

and I just simply pick a destination for

我只是簡單地選擇一個目的地，為

the weekend but there's probably not too

週末，但可能沒有太

many people out there as crazy and I as

很多人在那裡瘋了，我作為

I am but having said that in the future

我是，但說到將來

airlines will they'll be able to offer

航空公司將他們將能夠提供。

us more examples of mystery destinations

更多神祕目的地的例子

where you say I'd like to go on a beach

你說我想去海灘的地方。

trip this weekend somewhere in Europe

週末歐洲之行

you won't know the destination but it'll

不知不覺就到目的地了

be cheap and they will they will select

廉價，他們會他們會選擇

something for you based on their

根據他們的

available seats so this will allow the

座位，所以這將使

more adventurous of you to be more

更加冒險的你要更加

spontaneous if we move to the next stage

如果我們進入下一個階段，就會自發地進行

of travel now getting ready to book what

的旅行現在準備預訂什麼

we see is in future the majority of

我們看到的是未來大部分的

bookings will be done on mobile devices

將在移動設備上進行預訂

or on iPads it will be much faster to

或在iPad上，它將會更快地進行。

them today often with one-click booking

他們今天經常一鍵預訂

and your travel preferences will be

和您的旅行偏好將被

saved

節省

making it very easy to book your flight

讓您輕鬆預訂機票

now imagine you like flying to New York

現在想象一下你喜歡飛到紐約

it's one of my favorite destinations to

它是我最喜歡的目的地之一，以

fly to you like going to be going to the

飛到你喜歡的要去了。

theater and you like going shopping for

劇院，你喜歡去購物的

clothes so will happen after you book

衣服，所以會發生在你預訂後

you'll be sent special offers on

你會收到以下的特別優惠

Broadway shows and actually during your

百老匯演出，實際上在你的

your travel if you're walking through

你的旅行，如果你走過

the street maybe you're walking past the

街上也許你正走過

clothes show over the sale you'll get an

服裝展銷會上，你會得到一個。

automatic notation on your mobile device

在您的移動設備上自動記譜

leather you know that there's a sale on

你知道，有一個銷售上的皮革。

for that particular clothing retailer

為該服裝店

also in the future pricing will be done

也將在未來的定價中進行

much differently today pricing is very

大不相同的今天定價是非常

simple based on whether an airline

根據是否為航空公司的簡單

thinks you're a business traveler or

認為你是一個商務旅行者或

leisure traveler in the future they'll

未來的休閒旅行者，他們將

be much more sophisticated they'll

複雜得多，他們會

recognize the fact that I actually buy a

認清事實，其實我買的是

lot of ancillary services from the

的大量配套服務。

airline that I have a high degree of

航空公司，我有一個高度的

travel spend and so they'll be able to

旅行消費，是以他們將能夠。

offer me a lower ticket price in order

讓利

to get me in their system because I know

讓我在他們的系統中，因為我知道

I'll be a profitable customer this is

我將成為一個有利可圖的客戶，這是

happening today in the casino industry

賭場行業的現狀

so people who spend out on money in

所以，花錢的人在

casinos are actually offered either free

賭場實際上提供了要麼免費

or subsidised airfare by the casino

或由賭場提供機票補貼

operators

經營者

so now you're on your way to the airport

所以現在你在去機場的路上。

typically the next experience with an

通常情況下，下一次的經歷是

airline is checking in so in the future

航空公司正在辦理登機手續，所以在未來

there'll be no check-in you'll be able

不需要辦理入住手續，你就可以...

to go straight to your gate the boarding

直接去你的大門登機

pass will be automatically sent to you

通行證將自動發送給你

at the time of booking and you'll be

在預訂時，您將會被

sent an RFID baggage tag just to put on

送了一個RFID行李標籤，只是為了戴上。

your bag and you won't even have to wait

你的包包，你甚至不必等待。

in line anymore in the future you'll be

以後再排隊你就會被

able to connect with fellow passengers

能與同伴交流

before you fly and either share a taxi

臨行前，要麼拼車

or a ride on the way to the airport

或在去機場的路上搭車

well maybe the airline will suggest to

也許航空公司會建議

you that you're both going to the same

你們兩個都要去同一個地方。

hotel maybe you want to share a ride

酒店，也許你想分享一程

even better they could tell me who's on

更好的是，他們可以告訴我誰是在。

the aircraft and who's single and who

的飛機，誰是單身，誰

likes playing Airport roulette now on

喜歡玩機場輪盤賭現在

the way to the airport is typically a

去機場的路上，通常是

very stressful time and this is a good

非常緊張的時間，這是一個很好的

chance for the airlines to win the

航空公司有機會贏得

moments which matter so now imagine

時機

you're you're you're stuck on your way

你是你是你是你卡在你的方式。

to the airport maybe haven't even

到機場也許還沒有

realized but on your mobile device

但在您的移動設備上實現

automatic you'll get a map or an alert

你會自動收到地圖或警報。

telling you you're not going to make it

告訴你，你不會成功的

to your aircraft in time or maybe

到你的飛機上，及時或可能

they'll tell you that the security

他們會告訴你，安全

waiting times are particularly long

等候時間特別長

right now so you need to allow enough

所以你需要留出足夠的

time or there's traffic on the way on

時間，或者是在路上堵車的時候

you're just on your way to the airport

你只是在去機場的路上。

you need to take a different route also

你也要走另一條路

when you arrive at the airport a map

當你到達機場時，會有一張地圖

will be displayed on your Google glasses

將會顯示在你的谷歌眼鏡上

or on your mobile device telling exactly

或在您的移動設備上準確地告訴

where you need to go when you arrive in

你到了這裡要去哪裡？

the airport and go to the lounge in

抵達機場後，去機場的休息室

future you'll be able to have a

未來你將能夠擁有一個

connected lounge experience and this is

連接的休息室體驗，這就是

already being worked on and being

已在進行和正在進行