1. Project EPIC
Update
February 22, 2017

2. Customer Experience Core Tenets
EPIC is part of the Customer Experience Program. Below are some of the major core tenets:
Provide a rich user experience for Customers and Agents
Allow the agents to see the offers, product and services and availability from the customers view point and provide personalization to support a 1:1 customer marketing strategy
Build a new Travel Distribution Platform (TDP)
Cloud based allowing flexibility to expand and resiliency via multiple availability zones
Use industry leading platforms that can be configured without major customizations
Build a new capability to create, manage and sell ancillary products
Flexible business rules to allow changes to pricing, redemption point conversions, restrictions, promotions, etc.

3. EPIC Assessment
The EPIC program underwent a six week assessment in Q1, the findings were:
Technical platform was too complex with heavy customization,
Software not fully utilized,
Software configuration was limiting toward station and contact center agents as designed,
Data quality issues and performance issues exist with the current data strategy

4. EPIC Assessment Recommendations
Based on the assessment, it was recommended to:
Re-evaluate current architecture and software components,
Develop new data management strategy,
Create new roadmap of functional enhancements to deliver value near term,
Create new governance and operating model

5. Moving Forward Based on the new direction, the team will:
Relaunch the project with new charter and governance structure (March 2017),
Gradually replace legacy systems with new infrastructure over time,
Execute new FY17 roadmap delivering value primarily in the mobile and e-commerce channel, this represents approximately 70% of our business,
Work with stakeholders to define long term product strategy

6. Questions