Manifesto
“As the international gateway in our region,
Los Angeles World Airports is committed to setting the
global airport standard for customer satisfaction and security.”
- From LAWA’s mission statement
Gateway to ____
Travel is the portal to experience.
A gateway to the world, just waiting for you to step through it.
LAWA has been the international gateway to the region for over 70 years, conveying visitors and Angelenos alike to hundreds of destinations around the world. But the need is clear to enhance performance for both passengers and partners. To realize your vision for fully connected world-class airports, we must first unify your CU platforms for greater efficiency, offering a gateway to clarified vision and insights into real-time operations.
Ultimately this is about setting the global standard for airport customer satisfaction and security. This is about liberating passengers from the constraints of congestion and delay, offering them a gateway to smooth and delightful travel experiences. Citizens of the world will converge on Los Angeles in 2028, and we must help ensure their first and last impressions are positive and meaningful.
Accenture has been a gateway to gracious customer experiences for decades. We stand ready with the assets, partnerships, and expertise that will be essential to reaching your objectives. We’re with you every step of the way, fully accountable for delivering the outcomes and results that define a true partnership, with everyone equally committed to our shared success.
Together, let’s form a partnership that becomes your gateway.
To operations excellence, elevating efficiencies and revenues.
To a place where airlines and airports collaborate in the best interest of the customers.
To more and happier passengers, traveling, shopping, or just hanging out.
Together, let’s make LAWA a gateway to delightful experience, inviting the world to step on through.
VIDEO BRIEF -
› Video Topic/Scenario:
Airports throughout the world are changing with the times. With new technologies available, consistent cost pressures, and increasing focus on customer experience, airports are looking for ways to improve and position themselves for the future.
Accenture (ACN) is the type of partner airports need, to help them improve their metrics and become world-class. This video will be sent to airport leaders across NA (in advance of Accenture’s meeting with them) to discuss their specific pain points and needs. The main thrust of the story is that ACN is the perfect partner—for specific issues and technology implementations, as well as the overall transformation to “world-class”—to help the client achieve operations excellence, leading to the overarching goal of a customer/passenger experience that rivals the best in the world.
› Video Key Objective:
Identify and describe the ideal targeted outcome/future that is possible via this potential partnership, then put some meat on those bones via specific data points and examples that prove out the promises/vision we’re laying out before them.
› Video Target Audience:
Senior airport executives at airports around the world. We intend to send this video as an introduction to Accenture’s “Connected Airport” capabilities in advance of (or share it during) initial client meetings.
› Video Key Messages:
- The overarching objective is to elevate the customer experience to achieve “world-class” status and improve airport metrics such as Skytrax and ASQ
- Within that is the transparent operations with real-time visibility and analytics that will enable smoother and more efficient passenger processes and experience
- We are the right partner to get them there
- Full accountability for results, outcome-oriented and invested in our shared success (aka skin in the game)
- We bring the resources, assets, partnerships and experience—plus our experience-led approach
› Video Targeted Outcomes:
- Think – “Wow, they really get us, and our objectives, and they’re ideally positioned to help us achieve them.”
- Feel – Understood. Encouraged. Secure. Confident
- Do – Choose ACN as their partner for the engagement.
SCRIPT -
Introduction (~:45 seconds)
Vision of the future
[main VO] Travel is like a portal to greater life experience.
A gateway to the world, just waiting for you to step through it…
Airports are a gateway to their local communities, enhancing prosperity and inspiring economic development by bringing tourists and business travelers to the region.
But out of 140 airports rated by Skytrax, only 12 have achieved 5-Star status… And none of those are in North America.
We’ve helped several airports improve their Skytrax rating—even ones within the top-10—maintaining their top-10 status, and developing further improvements.
Accenture knows and understands the airline business, and to fully realize your future-airport vision, we’ll unite the ecosystem—airlines, service providers, and physical infrastructure—merging physical and digital to create a 5-Star fully connected airport.
Offering a gateway to greater efficiency, and smooth and delightful travel experiences.
Organizational excellence (~:20 seconds)
Improving employee engagement for a more effective org
We can all agree that a delightful customer experience is rooted in a happier and more committed workforce.
Our experience-led approach ensures we see the work environment through their eyes, designing enhancements and solutions that can better attract and retain top talent.
We can work together to help build a more cohesive culture of collaboration, communication, and creativity. A gateway towards the goal of a fully connected workforce, and true organizational excellence.
Innovating for Impact (~:20 seconds)
Enhancing security, efficiency, and effectiveness
Of course safety and security are paramount, and innovation is essential to staying one step ahead of a changing environment.
We stand ready as your innovation partner, deeply experienced in what it takes to reimagine processes for greater efficiency and performance.
Together, we’ll collaborate on innovative solutions that reduce turn times, and enhance the safety and security for employees and passengers alike, leading to ever higher ASQ scores over time.
Exceptional Guest experience (~:25 seconds)
Designing and delivering world-class services and facilities
Of course safety and security are paramount, and innovation is essential to staying one step ahead of a changing environment.
We stand ready as your innovation partner, deeply experienced in what it takes to reimagine processes for greater efficiency and performance.
Together, we’ll collaborate on innovative solutions that reduce turn times, and enhance the safety and security for employees and passengers alike, leading to ever higher ASQ scores over time.
A stronger business (~:25 seconds)
Securing a diversified, sustainable, and profitable future
Your business is already strong, yet you’re facing competition… not only from other airports, but also from other modes of transport.
And we can work together to help secure your gateway to an even stronger future.
We’ll pair the depth of our capabilities and the breadth of our partnership network with the power of your knowledge and expertise to elevate KPI’s that matter most.
Sharing accountability for dramatically improved airport performance, and minimized impact to the surrounding community.
We’ll apply data-driven insights to enhance budgeting, drive retail revenue, and elevate sustainability for a stronger future.
Conclusion (~:20 seconds)
Let’s create a partnership that becomes your gateway
Together, let’s form a partnership that becomes your gateway…
To transparent operations excellence, with real-time data and analytics elevating efficiencies and revenues.
To a place where airlines and airports collaborate in the best interest of the guests.
To more and happier passengers, traveling, shopping, or just hanging out.
Together, let’s make your airport a gateway to delightful experience… inviting the world to step on through.