Airport Group (CAG), which operates the seventh busiest airport for international
traffic and has received multiple awards for customer experience, has created
a “digital factory” inside the airport to drive continued innovation.
Created in partnership
with Accenture, the collaboration space inside the airport’s Terminal 2 houses
the DIVA team - which stands for “digital, innovation, ventures and analytics” - with staff from both CAG and Accenture.
“Picture a startup
environment where employees begin by thinking about what the customer wants and
work backwards from there - experimenting rapidly to develop innovative
products and services,” says Fabio Vacirca, the market unit group lead
responsible for managing Accenture’s business across Australia and New Zealand,
Southeast Asia, India, Africa and the Middle East.
“DIVA is enabling CAG to
re-evaluate how the airport operates and develop digital solutions to ensure
that it remains a world-class leader.”
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Accenture says the
facility is managed like a factory, focused on “delivering business outcomes at
scale, with lines of production, predictable delivery schedules and quality
Staff use tools such as
artificial intelligence, big data and analytics, the internet of things and
digital marketing in tandem with design, prototyping and experimentation
to create new solutions to improve both the traveler experience and the airport’s
“By establishing DIVA
with Accenture, we hope to continue to foster a culture of innovation and
experimentation, by injecting new ways of working within our organization,” says
Jeffrey Loke, a senior vice president at CAG.
“DIVA is helping CAG
implement digital innovations, at speed and at scale, at the enterprise level,
serving all CAG departments, including commercial, operations, engineering, IT
and corporate marketing and communications.”