Speaker 1

It's where visionary ideas come to life because it's not enough to create amazing things. You have to create things that make a meaningful difference with people, real people, because they are the ones who decide what's worth talking about, what's ready for reality. It's tech that allows us to connect and explore and play, in ways we can see and ways we haven't begun to imagine. And here right now is where we'll discover the ideas that change our lives for the better. Are you ready?

Narrator

Ladies and gentlemen, please welcome the president and CEO of the Consumer Technology Association, Gary Shapiro.

Gary Shapiro

Thank you and welcome to CES 2020. Are you CES ready? Absolutely. And I especially want to welcome a couple of our guests from abroad, Prince Constantine of the Netherlands, Minister Mona Keijzer I'm so glad you're here joining. The 20 teens are gone. It's a new decade with undreamed of innovations ahead. We started the last decade excited to experience the internet of things. I feel an even stronger vibrancy here at CES 2020 the art of the possible, it's a sense of optimism that's hard to describe unless you're here at CES. We're beginning another decade of profound transformation, the roaring 2020s and in the 2020s IoT actually stands now for the intelligence of things. At CES 2020 you'll understand what I have been saying on this stage for years that every company has to be a tech company. And as you walk around this week, you'll experience how technology is enabling us to become safer, healthier, safer, and more resilient.

Gary Shapiro

To me, without a doubt, CES is absolutely the best week of the year. It's a networking event that brings together scrappy startups and world famous brands. It's a global stage that spotlights leaders, innovators and visionaries, and it's an international summit where new business models and next generation tech come face to face with policymakers and global leaders. It's an immersive laboratory where you can see, touch and try the latest innovations. It's also a proving ground for emerging technology, from cybersecurity to blockchain to quantum computing. Actually what CES is, it's an intersection of people and technology connecting to build a smarter, safer world.

Gary Shapiro

Now last night we had a couple of keynotes that provided a glimpse into this exciting future. We heard H.S. Kim on this stage discuss Samsung's vision for revolutionizing the consumer experience and he unveiled Ballie, which is a small rolling robot that takes personalized care to the next level. And we listened in amazement across town as Ola Kallenius and movie director James Cameron, unveil Daimler's groundbreaking concept car. Of course, you'll find dynamic innovators and visionaries and leaders across CES. Some of them you know well Apple, Amazon, Facebook, Google and Qualcomm, but we also have global companies in health, air travel, agriculture, social media, entertainment and beauty. Everyone from Delta Air Lines to John Deere, from the NFL to NBCUniversal, from P&G to IBM and from Unilever to Impossible Foods. Now to tell us more about our vision for 2020 please join me in welcoming CTAs executive vice president of CES, Karen Chupka.

Karen Chupka

Well, thank you Gary. Good morning everyone. I'm so thrilled to be back here in Las Vegas. There is nothing, nothing that comes close to CES. It's so much more than a show. It's a true ecosystem and it's the world's most influential technology event. Everywhere we tell you this and every year we tell you that this is going to be our best show ever and the interesting thing is every year it's true. This year we have more than 4,400 exhibitors, 1200 startups all throughout the show. Every major and emerging industry is represented in the tech ecosystem, for more than 160 countries, regions and territories. And I keep using the word more because everywhere you turn there's more to see, there's more to learn and there's more to inspire you. The ideas and technologies around you this week are life changing, including some from companies and industries that actually you might not even think of to see at CES, we have American Express and Twitch.

Karen Chupka

You're also going to see technologies from the University of Notre Dame and the University of Texas and you're even going to get to see a flying car from Pegasus. We also have an incredible lineup of keynote speakers for you this week. These leaders are going to prove that every company is now a tech company and you're not going to get a lineup of speakers anywhere else in the world. CES is also the single best networking event imaginable. In fact, we estimate that attending CES saves executives 3.4 billion miles of business travel each year. That's 3.4 billion miles and each attendee averages over 33 meetings over the course of CES. This is where all the world's biggest brands do business and they meet new partners and the sharpest innovators hit the stage. And we're so proud to highlight this year our extensive diversity and inclusion programming.

Karen Chupka

We're committed to CES being inclusive. Thank you. CTA is so committed to CES being an inclusive and welcoming for all events and we're focused on three key areas. The first is in partnerships. We have the Female Quotient who is our official equality partner of CES, so please be sure to check out the FQ lounge where they're having great programming throughout the week. We also have a second group of programming that we're running this year called The Innovation for All program and it permeates the show highlighting the effective real world business cases for creating diversity and inclusion that helps drive innovation. Our third area is in engagement and CES and beyond. CTA brings together the entire tech ecosystem to share solutions that help encourage a more diverse and inclusive industry. Last year on this very stage, we announced a $10 million investment in funds that invest in women and diverse founders. Research shows that diverse leaders in diverse teams help make decisions and reach greater results.

Karen Chupka

I'm so thrilled to say that we've already awarded grants to four funds and we expect so many more exciting announcements in 2020. We also launched CTAs diversity and inclusion working group, which now includes 40 CTA member companies. Well now I'd like to talk a little bit about what else you're going to see this week at CES. CES is the home to the breakthroughs in technology that touch every aspect of our lives, from our homes to transportation, to work and everything that's in between. And more to the point, CES is a place where we figure out how these elements of daily life are interconnected and how we can make them faster, stronger, and safer.

Karen Chupka

So let me walk you through a few of the highlights. First, artificial intelligence is the star of CES 2020. AI is one of the key ingredients that we're going to see for the coming decade and you're going to see AI innovations across the entire show floor, be it in smart cities, vehicles, digital health, robotics, sports technology, even bio-metrics and beyond. You're also going to find 5G connectivity innovations throughout the show. 5G is a critical ingredient and platform technology. It's the ability to deliver access and information anywhere, anytime that's enabled by the 5G connectivity that's really going to help drive innovation.

Karen Chupka

And once again CES is the hub for 5G. It's the only global event that brings together the full entire 5G and mobile connectivity ecosystem. And 5G and IoT are essential building blocks to help build and power smart cities. Smart cities are the face of the not too distant future and CES is the only place where you're able to see and experience them today. You're also going to discover more from blockchain here at CES. Blockchain is being incorporated into business solutions to help improve security. Everything from food safety and supply management to payment processing and data sharing.

Karen Chupka

Another one of our key areas this year is digital health. On the show floor, you're going to see a host of innovative tools and technologies. They're vastly improving the patient experience and transforming health care. Another technology that you're going to see and we're seeing incredible growth at is augmented and virtual reality. In the next few years, there's going to be an explosion of short form, long form VR content that's going to transform everything from marketing to movie night, businesses to business applications of VR are also growing. And this week you can visually immerse yourself in industries from healthcare to agriculture and from manufacturing to retail.

Karen Chupka

And speaking of immersive experiences, you want to make sure you get over to the Aria and visit C Space. Content streaming is a key theme of this year's show and you're going to find CMOs, content creators, major studios and top advertising firms over there. Our exhibitors at C Space will show you how technology is reimagining branding, marketing and advertising and the entertainment experience. And we have new exhibitors over there including influential brands like Target and iHeartMedia. You're also going to find our sports technology area over there. Sports and technology continue to converge and CES is helping to lead the way and here at the show we have an extensive program exploring the changing landscape of all of sports innovation. Another key area tied to sports is gaming and it's rapidly becoming an immersive experience. We're worlds away from the Atari and Nintendo consoles that I used to play when I was a kid and CES has the latest hardware and software accessories transforming gaming.

Karen Chupka

We're also showing the most innovative technology that makes our home entertainment look and feel and sound more real. From the stunning pictures of 8K Ultra HD TVs to the immersive high performance audio experience. CES 2020 is also showcasing the latest innovations in travel and tourism and you're going to hear a little bit more about that today on this stage. You're also going to see how smarter, safer technologies are transforming the travel experience and especially the customer's experience. From IoT automation to biometric security, you're never going to travel the same way again, but you may not have realized it, but you've come to one of the world's top auto shows also.

Karen Chupka

You're going to see the latest and grazers in self-driving and connected vehicles. We also have electric vehicles that are going to be a major focus for manufacturers this year. And transportation tech isn't only on the ground at CES now it's taking to the skies. We have the latest advancements in the applications of drone technology and drones are revolutionizing the way we captured or monitor and deliver goods and information. From agriculture to commerce, to disaster relief and beyond. You're also going to see the brands in the future as you walk around Eureka Park later today, it's the biggest startup event on the planet and you're going to find startups from more than 50 countries here.

Karen Chupka

Eureka Park is a snapshot of everything that CES has to offer. It's where innovators showcase great ideas and connect with media, investors and potential partners, and this is the promise of CES. We showcase today's innovations, we help tomorrow's innovators, we connect entrepreneurs, funders and leaders, and we help turn ideas into reality. And actually we also help open the door to the future because the future of every successful company in now involves technology. And now to give us a glimpse of that future, I'd like to bring Gary back to the stage. Thank you all and have a great show.

Gary Shapiro

Thank you Karen for giving us that glimpse of the future and what you'll experience this week. It is amazing. Think about it, all of these technologies from AI to 5G to digital health, they all hold the promise of a better future for people all around the world. And all of us here at CES have an incredible opportunity to actually shape that future, but the fact is for all of us to flourish, we must engage and actually listen to each other. We have to reach across industries, we have to reach across political parties and we have to reach across international borders.

Gary Shapiro

At the Consumer Technology Association, what we're trying to do is engage with other sectors, other countries, policymakers from both sides of the aisle and we want to get results, unimportant key issues that will shape our future for the decade ahead. Last year we actually issued privacy principles for personal health information. These are unique voluntary, provisory guidelines about your health and wellness data. We also formed a new technology and standards group on robotics, smart energy and self-driving vehicles and we launched new standards committees on AI and cybersecurity. We also still believe in trade. We pushed so hard for the new NAFTA and what that agreement does... Thank you Mike and Patrick [inaudible 00:14:54]. This will help guarantee open trade among the US, Canada and Mexico.

Gary Shapiro

And what it does is provide a solid platform for trade and also investment in innovative technologies. Now we hope the US Senate will quickly pass this agreement because it passed the House. Now the consumer tech industry is of course active in other areas. We are committed to addressing climate change. Last year in this stage I announced the new program. We will track the progress on how our industry emits greenhouse gases and we'll recognize companies committed to shrinking their environmental footprint. Well, we've just released our first report monitoring the progress we made and we're also noting our areas where we need improvement.

Gary Shapiro

If we can track our progress, it will help us find better ways to protect our planet. Our industry also has a laser focus on digital health technology. Tech innovations enable us to enjoy healthier lives and better monitor our own wellness. It deliver better outcomes at lower costs. I mean, the fact is, let's face it, we are an aging rapidly as a population. We have actually frozen in the US the number of doctors and digital health will deliver the care that we in our families need as costs rise and as we have limited healthcare providers.

Gary Shapiro

It also digital health will reduce in-person visits and patient travel. It will also provide immediate access to the best health information in the world. At CTA we like to keep score, we like to measure. So what we're doing is we are tracking where innovation thrives best. We are measuring how well countries and states support innovation and our research shows that human progress thrives in certain areas where governments are open to new ideas, where people enjoy freedom and where environmental stewardship is a priority.

Gary Shapiro

Last year on this stage I announced our expanded international innovation scorecard. We graded more than 60 countries across 25 indicators. It's very transparent. It's all in our website. 16 countries received our top honor innovation champion, we'll unveil our next international scorecard on this stage at CES 2021. But today we're unveiling our fifth edition of CTAs US innovation scorecard. Since our last US scorecard, internet access improved in every state and self-driving vehicle testing and development have taken off, but we've had a new criteria for 2020. We're looking at how well states welcome 5G connectivity.

Gary Shapiro

We're looking at how well they support apprenticeship programs that help build our workforce for the future. Well, I'm thrilled to announce that 15 States earned our highest ranking innovation champion. Two of them are represented here by top governor, Lieutenant governor, the Governor Sununu of New Hampshire and Lieutenant Governor Gilchrist of Michigan. But thank you for joining us today and congratulations. But there's also five states from America's Heartland that join this year's innovation champion ranks, Indiana, Iowa, Minnesota, Missouri and Nebraska and another 10 states improved the rankings since our last scorecard. I want to congratulate all our innovation champions states because what you do as a state helps you compete and attract entrepreneurs, businesses and innovators.

Gary Shapiro

Now, last year we launched CTAs new book Ninja Future right here at CES. In that book I argued that we're entering a new era of innovation and the only certainty is disruption. This can lead to anxiety and unease about the jobs of the future for a lot of working people. And during a meeting, actually in March at the White House last year, I realized that the book was actually missing something very important and that is our industry's responsibility to prepare workers for this disruption. So here at CES 2020 we're launching the paperback version of Ninja Future and there's a new additional chapter discussing pathways to new and better jobs of the future. Our industry must of course, focus on the future of the work, not only because it's the right thing to do for workers, but we need the workers also that have the skills for our industry, how we train our future workers and retrain our current workers is very important to us and as a sign of our commitment, CTA is taking strong concrete steps to ensure a future workforce.

Gary Shapiro

Last year on this stage, IBM's Ginni Rometty announced the launch of the CTA apprenticeship coalition. We now already in less than a year, have some 40 CTA member companies engaged and committed to creating and scaling apprenticeships for new collar jobs nationwide. Last May CTA signed the White House pledge to American workers. That's a pledge for companies to commit to training their workforces. So far more than 60 CTA member companies have pledged a total of 2.5 million education and training opportunities and that's about 20% of all the opportunities that the White House has received in terms of pledges. The future work has to be a priority for the entire tech sector. Now this week there'll be some 200 international policymakers. They'll be here discussing many workforce issues and others, in fact, many of them that are in the audience here today. We actually have a dedicated future of work, conference, track and programming. And what I urge you to do is go to these panels, listen to the experts, look for answers about building our workforce. It's such an important issue.

Gary Shapiro

It's gotten a lot of attention in the media leading up to this event and I think it's worth focusing on. If we can't lead the world in innovation, if we can't access skilled workers we need, we're not going to do well as an economy, as a country. And also preserve the very fundamental rights that we believe in as a democracy. The freedoms we expect as Americans and others that are our allies in Europe and Japan and Australia and elsewhere. The right to access the internet, the right to freedom of speech, the right to actually have choice in voting. All these rights and choices are really, really important that we preserve and it's about the workforce of the future. It's about us succeeding in surpassing innovation. It's an enormous contest, if you will, that's going to be going out in the future between our way of looking at liberty and human freedom and others, and I want to bet on my children and my grandchildren that they'll inherit what we have, which is the freedoms we love.

Gary Shapiro

The fact is, is the pace of change is unlike anything we've ever experienced and it is unsettling for people and it's undeniable that easy access to information and technology by both the good guys and the bad guys has reshaped policies, politics, and even politicians. Of course there are endless opportunities to use technology for good, but we know that every innovation from fire to the wheel, to the telephone, to the automobile, to the computer has the potential for misuse. And it's understandable that some policymakers and people and loud voices want to slam the brakes on innovation, but as old institutions and ways of life change, we adopt the new. We can't be paralyzed by fear. That's not who we are as human beings. We can't fall into the trap. Thank you.

Gary Shapiro

We can't fall into the trap of thinking that this is the best that we can do as we do in almost every era because we could do better. We can't settle for today because tomorrow holds so much promise. We know from our own history, just at CES every year in the past, and even seeing it this year, that we're going to get more and more innovations. They're going to improve lives, make them better, safer, healthier, happier, taking care of our older generation, taking care of our children, educating them. So what lies ahead for us in the next 2020s we must embrace. Imagine avoiding almost all car accidents. Imagine robots doing dangerous jobs or repetitive jobs. Imagine prosthetic limbs and organs that actually really work. Imagine controlling pain without addictive drugs. Imagine healthier, safer, more productive and longer lives. We know these new technologies will bloom and solve fundamental world problems and we know that privacy will matter and we'll be tempted to act out of fear just to protect the status quo.

Gary Shapiro

That's why we need a smart government approach to emerging technologies. One that sets the guard rails so entrepreneurs and innovators can introduce new products without asking for permission. One that allows businesses to experiment and innovate, one to make sure that tomorrow is stronger, safer, and more secure. We have to look at what we've already learned and done and built and we have to take the best of it and use it to inform what we do next. And that's what CES is about. It helps us think through the implications and promise of all our innovations so that we can all thrive, to help those most in need around the world benefit from all this great technology. And also what we're going to do and I want to share with you right now is to make sure that others in the world benefit. So we want to announce a challenge for the entire tech world.

Gary Shapiro

CES I am pleased to announce and the World Bank Group are partnering on a global tech challenge to bring innovation to developing countries. The World Bank Group is one of the largest sources of funding and knowledge for developing countries, but together we're working to reward scalable, innovative solutions that seek to tackle challenges in digital health, the digital gender divide and climate change in regions that need it the most. Here's a glimpse of what's to come.

Makhtar Diop

The World Bank Group is an institution which is financing a lot of the needs of developing countries, helping them to address some of the main challenges and particularly reducing poverty. Why it's important for us to partner with CES. It's important because technology, it would help a lot of countries to really address the developmental challenges and to be able to reduce poverty. We are together trying to launch this challenge, which will help finding adequate solutions for developing countries, particularly in the area of health, of climate change and try to reduce the gender gap. A lot of things are happening in that space in the developing countries, but it's not always using the right and technical solution available in the market. We are very happy at the World Bank here to be partnering with CES and to be launching this new challenge. Thank you.

Gary Shapiro

That's great. We're very excited about that. Okay. Our first challenge and focus area that we're launching today is digital health. We're asking you in your companies to find solutions that speed the adoption of health tech innovations in East Africa. Well, the challenge finalists will have access to a pool of up to a million dollars in funding and they will be able to tap a robust network of health systems and potentially users and buyers of technology. Selected companies will be paired with local partners in emerging markets. We encourage companies, including all of you in this room to apply for the challenge at ces.tech/global-tech-challenge. More details will come on the climate change and digital gender divide focus issues in the future, but we will announce the challenge finalists at CES 2021.

Gary Shapiro

But at CES 2020 you'll find the hope, the opportunities and the potential of the 2020s. I have some advice for you this week. Get inspired by talking to some of the 1200 startups in Eureka Park. We have more than 300 conference sessions. Listen to the panels and speakers, even those that may be outside of your area of expertise because that's where new ideas grow and innovation occurs. Introduce yourself to someone from another company, another industry, another country. You'll never know where you'll find your next challenge, connection or inspiration.

Gary Shapiro

Serendipity is a valuable hallmark of CES. This is where you see the most innovative companies, products, and peoples in the world. Of course, technology in our industry are already changing lives for the better. And the roaring 2020s will be the era in which we solve some of the major challenges. Yes, these innovations today are remarkable, but I can't wait to see what's ahead at CES 2020 the next few days and at CES in the future and now it is my pleasure to introduce to you our keynote speaker. Innovation at its core has always spurred the... innovation at its core, if we could keep going, has always spurred the evolution of everyday experiences and changed people's lives for the better. When a new idea successfully disrupts the status quo, innovation itself is often redefined along with the concept of how innovation is best fostered.

Gary Shapiro

Think about it. In the '70s and '80s we saw brilliant college dropouts creating world changing technology in garages and basement labs. Innovation in the 90s and early 2000s exploded with the dotcom boom that birthed many major digital empires. Now the startup culture yielded fledgling companies that have taken advantage of a flourishing venture capital ecosystem. And at CES stage you frequently see long established companies and traditional industries evolving with technology as a driver. Delta Air Lines is no exception and is truly acting as a disruptor in its industry. Delta Air Lines has been around for nearly 100 years. Over the past decade, it has showed relentless focus on meeting the needs of its customers and working to solve the challenges of operating a global airline in a volatile and certainly uncertain world. Organizations globally appraise Delta for its efforts and commended its strategy of putting its people and its culture at the center of its business.

Gary Shapiro

I know some of you in this room experienced that firsthand when you picked up your CES badge at Delta terminals in New York, San Jose and Seattle. It's a kind of thoughtful touch I've experienced time and time again as a Delta customer at least twice every week. That keeps me coming back home and to work and back to Delta. So I like to introduce to you Delta Air Lines, CEO Ed Bastian to help us kick off CES 2020.

Narrator

Ladies and gentlemen, the Delta CES 202O recording show will begin shortly.

Gary Shapiro

Now I'd like to introduce to you, ladies and gentleman [inaudible 00:31:26]. Okay. Folks this time, I really mean it. I want to introduce to you the person you came to see, Delta Air Lines, CEO Ed Bastian to help us kick off CES 2020.

Ed Bastian

Thank you, Gary.

Gary Shapiro

Thank you. It's so great to have you here.

Ed Bastian

Yeah. Great to have you. Great to be out here.

Gary Shapiro

So I want to just start you off with a really silly question. What is an airline executive doing coming to CES?

Ed Bastian

Well, that's a great question, Gary. And first of all, we are honored to be at CES, so thank you for this invitation. But you do ask a great question. Why is an airline here delivering the opening keynote at CES? And to answer that question, you have to look back more than a century when technological innovation brought the life changing magic, a powered flight to our world. And we're here today because we still think that the gift of flight is the ultimate innovation. It allows people to connect across vast distances. It opens up opportunities that simply aren't possible without a human connection. And it brings the world closer at a time, we need to be closer more than ever before. Now most of you flew here to Las Vegas quickly and safely, and whether you flew an hour from LA or 20 hours from Shanghai, it was the magic of flight that brought all of us here together. Wouldn't be possible to be here without flight.

Ed Bastian

And as aviation soars into its second century, we see technology as the tool advance our mission of connecting people and creating opportunities. Now we're not in the business of chasing shiny objects or technology for the sake of being cool. At Delta, our focus is on applied innovation and we're dedicated to solving your travel problems and making your journeys and your lives easier and less stressful. And at Delta we have a vision for getting there. So today you're going to see what travel will look like in 2025 and the steps that Delta is taking to bring it to life. So let's get started.

Narrator

It's been our pleasure to serve you today and enjoy your stay wherever your travels may take you.

Narrator

Keep climbing isn't just something we say. It's something we do for you. We're here 95 years after our first flight because of our relentless drive to build a better way to fly. And as complex and technical as running the world's most reliable airline is, the way we do it is simple and human. It's by listening to you, to your needs, your ideas, your dreams, and then charting a course that takes us there. You're the reason we never accept the status quo. Leading innovation in the industry for decades. We solve for your pain points, harnessing and merging technologies to enable advancements like biometric boarding and real time bag tracking. We perfect your experience investing in your comfort and your happiness. You are why the best team in the world gives their best every day. Curiosity fuels us. Innovation propels us. Humanity lifts us, so we never look back. We only keep climbing.

Ed Bastian

Well while technology is there to serve our customers. Frankly, it's meaningless without the power of the finest airline professionals in the world, the 90,000 people of Delta Air Lines and I'm proud and humbled to represent our Delta family who's is here with me today. Thank you for what you do for all of us. After the dark days of September 11th, keep climbing was our rally cry as we rebuilt our company and it was the power of the Delta people, their passion, their dedication and their ingenuity that rescued our airline and we've come a long way since. Today, Delta is the largest most awarded airline in the world, thanks to our people who are the Delta difference. And we know there isn't a silver bullet to creating great airline experiences, but what we do know is that humanity is a great North star.

Ed Bastian

We've had to build the tools and the consumer trust to take us where we want to go. The past five years we've invested billions to turn Delta's technology from what had been a vulnerability to an award winning digital advantage and what has that done? It has given us tools like real-time bag tracking, biometrics for faster boarding and shorter lines and we get a lot of fresh ideas through partnerships with entrepreneurs and with startups. You're going to be seeing some of that today. We're working with startups who are pushing the envelope like CarePod, where they're working to carry and monitor our pets safely and humanely from gate to gate. And that's my little guy up there. His name is Oliver, isn't he a cutie?

Ed Bastian

We're also exploring a new way to keep airplane cabins clean with a startup called Vital Vio. They make antimicrobial lights that safely and constantly sanitize surfaces without impacting people. And now here's another cool idea that we're implementing. We're recycling plastic waste into the blankets that we have on board. In fact, we put one of those recycled blankets in every seat for you today for you to keep and take home and use here because it can get chilly in this auditorium. And two of the blankets have an extra surprise in them. A pair of tickets to fly in Delta One, our most luxurious cabin with flatbed seats to any destination we serve worldwide. If that's not magic, I don't know what it is. So take a minute and look inside your blankets and see who the winners are. It looks like a big slumber party out there. Do we have the winners? There's two of them. Where are they? I heard a scream, stand up. Who's got it? Stand up. Do we have another? Where's the other one? I hear somebody yell. There you go. Congratulations. That's very cool. Enjoy your travel on Delta One.

Ed Bastian

I love giving tickets away to see the world, truly is one of the perks of my job. Not many jobs you have like that, right? Thank you. Because we carry 200 million people across the world every year. The opportunity for our innovations to have meaningful impact is tremendous. Here's an interesting fact. We engage with 600,000 customers every 15 minutes. That's the population of Vancouver every hour. So when we envision what the future of air travel looks like, we have to think big, start small, and then scale very fast. The opportunities to better connect people across the world are truly endless, and technology will help us do it even better. So I'd like to spend a minute talking about the fundamentals of our business. We're proud that we've become the most reliable airline on the planet.

Ed Bastian

We've canceled cancellations. We've eliminated involuntary bumping. We've created the most effective baggage handling system on the planet, but we're not satisfied with meeting those basic expectations. Oh no, we want to exceed them. And that's what sets Delta apart. A great example is the security line. The amount of time that you spend in that line has a big impact on your travel experience, and that's why we decided to partner with TSA clear and customs. In fact, we are an early investor in clear to make wait times shorter and more predictable. We've made a lot of progress using everything from biometric technology to computer tomography scanners.

Ed Bastian

These tools help create a smoother, less stressful experience even on the most difficult travel days. It's still not perfect, of course, and we know there's much work to be done. Most of you flew to CES and I know there had to be some moments of stress along the way, especially if you did not fly on Delta. We want to eliminate those pain points. Because they're not only stressful for you but for our employees as well. So the talk about how we're eliminating those stress points. I want to introduce someone who's on the leading edge of that effort. Ms. Sandy Gordon led operations for our 25,000 flight attendants worldwide for more than 10 years and now today she leads more than 10,000 ground agents as part of our airport customer service team. I'd like to welcome Sandy Gordon up to the stage. Sandy, please come on out. Sandy, we all experience stressful moments when we travel.

Sandy Gordon

I know you're right and I know I do and I am certain that many of you in the audience do as well. And it's interesting to note that our employees, our employees actually share in those stressful moments along the customer's journey. For example, while customers are worried if there'll be enough overhead back space, our agents are working feverishly to help them all the while remaining focused on ensuring we get the flight out safely and on time. We've done a lot of research to identify stressful travel moments for customers and employees. We asked our customers to wear Fitbits and to video record their journey so that we could see the issues that they faced at every point. Now, I have to be honest. All of it wasn't pretty, but we listened and we learned and here's what we confirmed. Not surprisingly, customers and employees reach their highest stress levels during your regular operations, like when weather causes a delay or even that rare cancellation.

Sandy Gordon

We learned that there's a lot of stress that occurs before you even get to the airport. You have so many things to manage that seem out of your control, like traffic patterns or parking. Understandably we saw that navigating security checkpoints, boarding with carry-on bags and unexpected turbulence, are all stressful moments. And then there's the stress of simply being away from home. But in this research we also validate is something we always suspected to be true. When customers have a warm and engaging interaction with our people, they are less stressed and they enjoy their travels more. And so this is why we've invested in empowering our people on the ground and in the air with digital tools, tools to help them deliver a better experience for our customers. Agents and flight attendants now have handheld devices that will allow them to recognize a SkyMiles membership milestone or take care of that special requests that will make your trip a little easier.

Sandy Gordon

And our pilots, well our pilots now have an app that allows them to view any upcoming turbulence so that they can give customers and crew members a heads up because we've realized that being informed ahead of time really reduces the anxiety associated with that issue. So these are just some of the great examples of how we can combine the power of technology with the human touch of the Delta people to reduce stress and transform the experience. And Ed, I have to tell you my stress level has come way down because I'm turning the stage back over to you.

Ed Bastian

These findings are fascinating, Sandy, and in fact the research that Sandy was speaking to was fundamental to many of the innovations that we're going to be talking about today. Thank you for your leadership.

Sandy Gordon

Thank you.

Ed Bastian

So if the stress of traveling starts before you even leave home, how can an airline help alleviate it? Think about your trip to Vegas this week and everything that you had to do before you left. If you're like, me, you checked the traffic, you looked up the security wait times, confirmed your terminal information and then had to decide whether to rideshare, take public transit or drive yourself. Wouldn't be awesome to have one of our famed Delta red coats at your side solving those problems for you. Well, since that's not possible, what's the next best thing? We think is the Fly Delta app. It's already a top rated travel app and we know when customers use it, their satisfaction increases by double digits, but our ambition is to do even more. Let's take a look at what Fly Delta could do for you in the future. I like you to meet Sloan. We're going to follow her on a trip today, just a few years of head of where we sit now.

Narrator

No matter where the journey takes you, Delta is with you at every step to keep you informed, anticipate your needs and connect all the dots. We'll intuitively coordinate your travel day using real time data, connecting ground transportation, and other travel arrangements with your flight based on factors like weather and traffic. You can start watching select inflight entertainment from the moment you check in. We'll give you proactive notifications along the way and you'll have access to fast track experiences at the airport and beyond.

Ed Bastian

We have a bold vision for the Fly Delta app to evolve into your digital travel concierge, a platform for the brands and the services that you use throughout your journey. It will make your trip more relaxing, less stressful, and more enjoyable. Imagine walking through the plane, choosing your seats with augmented reality or receiving a customized report from Delta zone meteorologist who give you advanced notice of how weather may affect your travel, letting you solve any problems before they get to a critical stage.

Ed Bastian

Today, you can track your bags in real time on the app. I know I always feel relieved when I get that push notification that my bag is on board with me. But you should also be able to track everything from pets to a child traveling alone. And just imagine this scenario. What if instead of taking your bags with you to the airport, they were picked up at your home and transported directly to your hotel? That means no waiting in the bag-drop line, right? No worries about overhead bin space. No crowding around the carousel. You can go directly from the airport straight to your meeting or if it's a leisure trip, go and explore that new city and because it's all trapped on the app, there's no stress about whether your bag has been lost or should I say mishandled.

Ed Bastian

We'd like to say at Delta, that we never lose bags, but they are occasionally mishandled, but we find them real quick and we get them back to you real fast. Okay, now this is a very real scenario that we're working right now to bring to life and you'll be able to pay for all of these options directly from the app. And what's really cool is that you'll be able to use your Delta SkyMiles as the currency to pay for everything from your rideshare all the way to shopping at an airport store. These are exciting opportunities and we know that it's going to take us some time to get there, but we're taking the first steps on this journey with a great partner who's already at your front door. I'd like to invite John Zimmer, the co-founder of Lyft to join me out here on stage, John.

Ed Bastian

Great to have you. John, there's a lot we're going to do out into the future, but I'd like to get started to let everybody know what Delta and Lyft are already working together on.

John Zimmer

Sounds great. Thanks for having me.

Ed Bastian

Sure.

John Zimmer

What's exciting to me is that while Lyft and Delta were founded nearly a century apart, both of us share a strong commitment to great hospitality and innovation. Our teams have been working together now for about three years with the shared goal of improving the travel experience for our customers. We have made it easy to link SkyMiles and Lyft accounts to earn one mile for every dollar spent on US rides. And so far we've awarded more than 1.5 billion miles together and this week we'll be doubling the miles you can earn on rides here at CES. And I'm happy to say I flew here on Delta and had a great trip.

Ed Bastian

That's great. I'm always pleased to hear that John and I have to say I took a Lyft to the hotel from the airport myself, and I'm going to be looking for those double miles in my account.

John Zimmer

Got it.

Ed Bastian

Now there's no question. Our companies, our people are bold innovators and born collaborators and now we're ready to take the next step in the collaboration to make it even more meaningful for all of our customers. So what do you see as the biggest opportunity as we work together to transform the Fly Delta app into a true digital concierge?

John Zimmer

So for me, I think about my personal experience. I have two young daughters and when I'm with my family, there's always a ton of excitement for the upcoming travel mixed with some stress along the way. Think about all the planning you had to do for CES, dealing with traffic, security on predictable lines. And what we're looking to do with Delta is remove as many of the stresses as possible from travel and actually bring much more joy to the experience. So a few things I'm specifically excited about. First, when you need to head to the airport and request a ride, we want to automatically take into consideration things like flight delays, bad weather and traffic based on real time data from Lyft and Delta. And when you're leaving the airport, Lyft now offers fast match. So instead of going to a hectic pickup area, you can use a unique security code to match with the next available driver that pulls up. And if you want to upgrade your ride like a larger or more premium vehicle.

Ed Bastian

That's what I did.

John Zimmer

Nice. We want to help you do that with Delta SkyMiles.

Ed Bastian

So as we look to the future of travel, it's clear it's going to be multi-modal. And that's cool because that's the foundation of our partnership. Tell us a little bit about your vision for multi-modal travel over the next few years.

John Zimmer

Sure. So our vision is that Lyft will provide all of your transportation needs in one place, in one app. So in addition to ride sharing, we now have the country's largest network of bikes with New York city hitting a record, 100,000 rides in a single day.

Ed Bastian

Wow.

John Zimmer

We're also testing an incredible car rental experience currently live in San Francisco and Los Angeles, and we encourage public transit with live schedules right in the app. And we're just getting started. Here in Vegas, Lyft has one of the largest self-driving services in the US with more than 75,000 rides completed already, you can actually get a self-driving ride right now on the strip. And while we bring all forms of transportation together in one place, I'm most excited about how both companies share strong belief in embedding values and service into the work we do.

John Zimmer

For Lyft, we've built out transportation access programs across the country to make it easier for people to get access to healthier food and a job interview. We're also at Lyft committed to sustainability. Our goal is to make every ride 100% electric. This year we partner with the governor of Colorado to make one of the largest deployments of electric vehicles in US history and it's really exciting to think about how our partnership with Delta can deliver on making travel a much more enjoyable experience.

Ed Bastian

Well John, thank you for being with us today. It's inspiring to see your vision for the future and how well they line up and integrate with ours. Thank you for being a great partner. Thank you for joining us today.

John Zimmer

Thank again.

Ed Bastian

Thank you John.

John Zimmer

Thanks.

Ed Bastian

So the future of transportation is clearly multi-modal and that's why for us partnering with Lyft is helping us redefine what it means to be an airline. Another great example is a partnership that we've recently announced with Wheels Up. Wheels Up is taking the ride sharing concept to the skies by extending it to private aviation. Together with Delta, they are building one of the largest platforms for private aviation in the country, both physically with our combined fleet of nearly 200 private jets and digitally with their innovative crowd sourcing technology. Their approach is truly democratizing private air travel and at Delta we have invested in Wheels Up to help them realize their vision of making private air travel accessible, more affordable and more efficient.

Ed Bastian

It's partnerships with Lyft and Wheels Up that open a world of possibilities for Delta customers at every point of their travel. Now let's continue our journey by taking a fresh look as something that's essential to travel that you all know really well, airplanes and airports. Over the past decade, we at Delta have focused much of our energy and our investment dollars on new state of the art jets. In fact, by the end of this year, we will have replaced a full one third of our mainline fleet in just the last five years.

Ed Bastian

These aircraft are far more efficient, reducing emissions by 25% and they take your experience to a whole new level. This year alone, we're taking 80 new planes into our fleet, replacing older, less efficient jets, international wide bodies like the Airbus 350 and the Airbus 330-900 NEO are loaded with new technology. And these planes have a range of cabins to provide a great experience at all price points.

Ed Bastian

Our main cabin states I have to say are among the most comfortable in the sky and our award winning Delta one suites, which two lucky winners are going to experience here real soon, have sliding doors for privacy and provide the ultimate travel experience for those long international journeys. And if you've recently flown from Detroit to Dallas or New York to Houston for example, you've been on our brand new Airbus 220. It's a narrow body plane that's designed to feel like a wide body jet with spacial design and the latest technology in every seat and even has windows in the bathroom. We're proud to have been the North American launch partner for the 220 and you'll be seeing many more of these amazing aircraft in our fleet over the next few years.

Ed Bastian

We've made great progress transforming the inflight experience, but now it's time to bring that same innovation and ingenuity to the ground experience. We've all spent time in outdated airports designed for a bygone era of travel and a new vision is long overdue, so we're investing billions of dollars in airport infrastructure and any of you that have traveled recently through Los Angeles, Seattle, Salt Lake City, Atlanta, Minneapolis, or New York are starting to see these investments come to life. We are reshaping and redefining the airport experience, bringing the amenities that you want to the terminals and gate areas where you can enjoy them. It's another way we're continuing to make travel easier, less stressful, and I dare say it enjoyable. Let's take a look at what that airport experience might resemble in just a few years.

Narrator

Welcome to an airport designed for you. Biometric technology lets you breeze through every step faster. Permanent bag tags enabled with GPS that you see where your bag is anytime, anywhere. You move through security seamlessly without ever stopping. The whole experience feels more personalized. Parallel reality displays show you only the travel information that's relevant to you, yours.

Ed Bastian

Now you might think that Sloan's experience may look like science fiction, but it's actually closer than you think. And one aspect of it, personalized signage is coming to an airport very soon near you. Thanks to the wonder, a parallel reality. Now you've heard of virtual reality, augmented reality, but what exactly is parallel reality? Well, it's an astonishing new technology that's being developed right now by a team of talented entrepreneurs at a startup called Misapplied Sciences. And Delta has invested funds time and our own brain power into bringing this idea to life in airports and beyond. We found this applied sciences thanks to our own in house innovation center, which we call the Delta Hangar. And I'd like to now welcome Nicole Jones who leads the Delta Hangar to the stage. Nicole, please come on out. And let's also bring out the CEO of Misapplied Sciences, Albert Ng. Albert, can you join us?

Albert Ng

Good to see you, man.

Ed Bastian

Nicole, let's talk about Misapplied Sciences and the role that startups are playing within Delta.

Nicole Jones

The Hanger is a channel to enable and accelerate innovation within Delta. Delta employees know our customers and our operation best. So we focus on applied innovation, which is about delivering real value to the customer experience. We often partner with world-class research institutions, startups, and the venture ecosystem in order to identify, test and scale solutions for our customers. When we met the Misapplied Sciences team, we were looking for solutions to reduce stress for customers in the airport environment. It's been a great partnership because Misapplied Sciences brings not only the technology but also the expertise to make a significant impact in that environment.

Ed Bastian

Nicole, you're right and I am just amazed at this technology and everyone at the conference is going to get a chance to see it displayed, but Albert, please first explain how it works.

Albert Ng

Thanks Ed. It really does seem like science fiction doesn't it?

Ed Bastian

Sure does.

Albert Ng

Imagine an international airport terminal completely personalized for you. Imagine walking up to a giant flight board and instead of a list of 100 flights, you see only your own flight information and in big letters so you can see it from 50 feet away. All of the signs are in your preferred language. Arrows, light your path towards your gate and the signs for your gate are flashing so you can spot them easily. Another screen lets you know you have an extra 15 minutes and directs you to the nearest coffee shop. At the gate, you see the exact time you board and the news that you got upgraded. So the entire airport environment is tailored just for you. Now that would be easy if you were the only person at the airport, but we all know that's not the case. You'll need a new game changing technology for a shared environment to be customized to every person.

Albert Ng

That's why we at Misapplied Sciences created parallel reality. Parallel reality is a new display technology where many people looking at the same display at the same time can each see different things. So when you look at the display, you see content tailored for you while the person walking right next to you simultaneously sees content tailored for them without a hint that the two of you are seeing different things. You're not wearing any special glasses or looking through a smart phone camera lens. You just look at the displays with your naked eyes. We have display technologies that work for crowds ranging from tens of people up to thousands of people all looking at the same display at the same time and each seeing unique content.

Ed Bastian

Albert, that's incredible. And you make it sound so simple and I know a lot has gone into developing this technology and bringing it to market. So tell us a little bit more about that and how does this thing work?

Albert Ng

Sure Ed. Parallel reality is actually one of the most sophisticated display technologies in the world involving many underlying innovations that only we've ever achieved. These range from inventing new processor architectures to developing new computer vision algorithms, to pioneering new optical manufacturing processes. We then wove together these interdisciplinary innovations to create engaging, personalized parallel reality experiences.

Nicole Jones

Yes, Albert and these kinds of experiences are exactly what we want to enable for customers who are flying with Delta. We hear feedback that the airport environment can sometimes be stressful and unfamiliar. Parallel reality addresses that concern.

Albert Ng

We've been lucky to have a partner like Delta whose investment and commitment beyond that are vital to bringing parallel reality to market. We've also been impressed by how quickly the team at Delta moves, how everyone from the working team to leadership connected the dots on what the technology immediately means to customers and we're taught to make that happen. And because of this incredible partnership between Delta and Missapplied Sciences, the airport experience of the future that might initially seem far away is right around the corner.

Nicole Jones

That's right Albert. This is not a technology that's going to take 20 years to bring it to life. We are excited to announce that Delta and Misapplied Sciences will bring the first ever commercial application of parallel reality by mid-year to the Detroit airport. But you don't have to fly to Detroit to see it. You can see it for yourself. We're debuting it here at CES for the first time outside of the lab in our central hall booth.

Ed Bastian

Well that's awesome and everyone was so excited. They're uploading in your announcement there, but it's actually starting this summer in Detroit. Okay, well we'll have the first pilot, so for all of you traveling through Detroit and we have a lot of great customers that hub through Detroit, you're going to have an opportunity to explore and experiment this. But this is a great combination of how we're combining Delta strength and scale with innovative startups to advance the future of travel. And we'd also love to hear from you if you have ideas for our journey into the future of travel. Please stop by and see us at our CES experience or contact Nicole at the Hangar. And that's another reason Gary, why we're here. It's because we're open for business.

Narrator

In an airport designed for you, terminals and gate areas are welcoming and more relaxing. We let you know exactly when it's your time to board so you can make the most of your time in the airport, head to the gate when we are ready for you and board the plane quickly with biometrics.

Ed Bastian

Now, I don't know about you, but I love that vision of Sloan effortlessly boarding her flight. As we all know, boarding can be one of those nerve wracking moments at the airport. There can be confusion about when you need to be at the gate, which group you'll be boarding with and where are you going to line up? And of course people are concerned about getting to their seat and getting their bag into the overhead before space runs out. We've been doing a lot of work in this area, researching different methods for boarding to make it easier and there's still a lot of work to be done before we entirely fix the boarding experience. But we have a new tool that we believe is a step in the right direction. Later this month, the Fly Delta app will start providing virtual queuing. Right now the app sends you a notification when your flight is boarding.

Ed Bastian

That's helpful, but only to a point. With virtual queuing, the app will alerts you when it's time for your seat to board. That means there's no need to cluster at the gate. You know who you are out there, waiting for your boarding group to be announced. You can stay comfortably seated or even enjoy a coffee at a nearby cafe until it's your time. If we can reduce stress and make things easier at the gate with virtual queuing, it makes you feel that much better when you get to your seat. And now you're seated and you're settled and you're at that aha moment where you can enable your own kind of airplane mode. Now that means different things to everyone, for some is time to relax, maybe time to sleep.

Ed Bastian

If you're me, it's probably time to work. But no matter what your plans are for your flight, our research has shown that we enter a heightened emotional state when we fly and immersive inflight entertainment is one of the best ways to distress while you travel, it helps you to relax. It increases your enjoyment even if you do encounter that rare delay, and that's why we continue to install seat-back entertainment screens on our planes and we even turn them on before we leave the gate. You'll have a personal seatback screen on over 80% of our Delta planes more than any other airline in the world.

Ed Bastian

And we continue to install more every single day. And I can speak from my own experience in our busy lives sometimes the only time that you get to watch a movie is when you're flying. So many of us discover great films or artists while we're soaring above the clouds. For me, I won't forget watching Bohemian Rhapsody on a trip last year. Queen songs was stuck in my head for weeks. Artists, directors and studios are realizing that Delta flights are becoming a platform to reach new audiences with their films. One such films that you may have heard of is The Farewell. It made big waves at Sundance this past year and just the other night we won a golden globe and it's generating a whole lot of Oscar buzz. And now I'd like to welcome out to the stage the writer and the director of The Farewell, Ms. Lulu Wang, Lulu.

Lulu Wang

Thank you for having me.

Ed Bastian

Lulu, thanks for being here. I recently watched your film and I've got to say it's a remarkable piece of work and congratulations to Aquafina-

Lulu Wang

Thank you.

Ed Bastian

... On winning the best actress in the movie. It's very, very cool.

Lulu Wang

Thank you.

Ed Bastian

And one of the things I loved about your film is that it's so relatable. We all have complicated family and cultural dynamics that we navigate every day. Why is it important to tell these kinds of stories?

Lulu Wang

I think it's really important that the stories we tell and that we hear and see represent the landscape of our country, of our world. It expands people's points of views and it allows us to see that stories transcend language and culture and nationality. When I was first pitching The Farewell, I kept being asked, "Is this a Chinese film or an American film?" And the truth is, it's what I am, which is neither and both and so it was such an incredible experience this year having... Or last year I should say, that having the film out. And so many people were saying, "I'm not Chinese, I'm not even Asian, but this family is my family. This grandma is my grandma. And so I think we need more stories like that."

Ed Bastian

We absolutely do. And there is a lot of commonalities nowadays in what we both do, we try to bring people together through connections and create connections, you through storytelling, at Delta through travel. So let's talk about your own travel experiences. And what does air airplane mode mean to Lulu?

Lulu Wang

Well, first of all, I've been traveling with Delta for a very, very long time.

Ed Bastian

Thank you.

Lulu Wang

I say I'm a very loyal customer, not just because I'm here because my family lives in Atlanta and I have status, my status with Delta.

Ed Bastian

That is important.

Lulu Wang

Which is very important. And I think that airplane mode, for me is really about self-care. It's the one place where I can say, "Oh, I'm sorry I couldn't respond to those emails, I just was up in the air." And people seem to forgive that even when there's WiFi. But I just love to zone out and watch a film and it's the place where I can watch the films that I haven't taken the time to watch. Something romantic and something maybe that's seen as a guilty pleasure and not as a research film or something. And lately I've been wearing face masks on the plane with my glasses over the face mask, so I get a lot of weird looks, but I feel like it's truly one of the few spaces that's just a you time and it's important to do the self-care.

Ed Bastian

Yeah. Well that's really important and I can relate because some interesting research was done by one of our partners about the fact that people are more likely to cry when they watch a movie on a plane, even if they watch the same one on the ground and don't cry. Because you have a totally different reaction in the air because of your elevated emotional state. Have you ever noticed a difference in your movie watching when you're on a plane? And what does that mean to you as a director?

Lulu Wang

Yeah. Well first of all, I cry a lot on planes. They just, every time I'm on a plane I cry. Because when my family first immigrated to America, that was a really big, that was our first major plane journey. And when I went to college, I was on a plane. And so I feel like there's something really symbolic about planes. It takes you away from something but towards something else, something new, something potentially unknown. And so definitely it's an emotional experience. And I've noticed that other people feel that way too. They have an intimacy with the screen. And as a director, that's really all you can ask for is for an audience member to be fully engaged in the story. And they're not going anywhere. So it's a very intimate experience. And recently I was on the flight and The Farewell was playing and I saw someone crying and I really wanted to go up to them and be like, "Hey, I made that movie." I didn't do it. And just to see the reaction and I didn't do it though. I didn't do it.

Ed Bastian

That would have been pretty cool. That would have been pretty cool. So in addition to the accolades that The Farewell was receiving, it's also going to qualify for the ReFrame Stamp. ReFrame Stamp is for gender parity in television and in movies. And can you tell us a little bit about ReFrame and why that's an important distinction that our audience should be aware of?

Lulu Wang

Yeah, absolutely. It's a really important time for women everywhere. And particularly right now in the entertainment industry, so ReFrame was founded by Sundance Institute Institute and Women in Film. It's a coalition dedicated to achieving gender balance in film and television. I'm super glad that Delta is such a supporter of Women in Film and ReFrame because these organizations really supported me in my career. They have workshops, they have mentorships. And that's so important to have people who believe in you and who continue to support you in whatever way you need as you're coming up.

Ed Bastian

Thank you. We love the cause. We are a partner with women in film and ReFrame through $125,000 annual contribution that we make to support female and diverse voices. And this year we're providing an additional $100,000 to that campaign. But even more important than that is we're creating the first ReFrame channel on board our aircraft and it's going to house a range of movies. It's going to house a range of movies and TV shows that have earned the ReFrame Stamp and we have 600,000 customers traveling on Delta every single day. So the exposure for ReFrame will be massive.

Lulu Wang

That's really great. I'm super excited that people can watch, not just The Farewell on Delta, which you can so please do. But other films that have the ReFrame Stamp. And I really appreciate the work that you guys are doing to bring more diverse content to people around the world. And one last thing.

Ed Bastian

Yeah, Lulu.

Lulu Wang

While we're talking about the future of entertainment, the thing that I love to do, I don't know how you guys feel about this, is when I travel with a partner, I really want them to watch the same film that I'm watching and watch it at the same time. So if there's a button or something that you can make to allow us to sync our movies and hear it at the same time so that we don't have to go one, two, three, which is what I do now, go, that would be really cool.

Ed Bastian

Lulu, that's a great idea and it's something that we're definitely going to bring to our team. And the good news is that we've got the technical opportunities and capabilities to go solve those types of issues. Thank you for being here with us today.

Lulu Wang

Thank you.

Ed Bastian

Good luck. Wish, Lulu good luck with the upcoming award seasons in the Academy Awards. We're going to be sharing and rooting you on.

Lulu Wang

Thank you.

Ed Bastian

Thank you. So let's check in with Sloan, who's now on board her flight.

Narrator

Your flight is still you time. You can be as connected or as disconnected as you want. Enjoy free WiFi, sync your devices to your seatback screen, multitask, or simply let us entertain you. Order meals to be delivered to your arrival gate and use Miles to pay for anything and everything across your journey. Even connect with other passengers on your flight.

Ed Bastian

As you can see, we have a vision that your seatback screen is going to become your onboard hub. And through it you can engage with other customers that are headed to the same destination. You can confirm your meals, you can manage entertainment and make sure that your flight is truly your time. Now, how can Delta make all of this possible? Well, a couple of years ago we recognized that we needed to take direct control of our inflight entertainment and bring it to a very different level, a whole new level, and we set up inside of Delta our own disruptor that we call Delta Flight Products. It's a start up within mother Delta and the team there pioneered the industry's first wireless inflight entertainment system. By eliminating the old wired hardware, we've made it lighter and easier to maintain and at half the cost of the previous systems. And what that means for you is more content like shows, movies, music and games updated much more often.

Ed Bastian

And importantly it also frees up the space from underneath the seat in front of you where the old hardware box used to live. And because it weighs less, it benefits all of us by reducing emissions on every flight. And that's pretty cool. And we also know that being connected in-flight is important. And sorry Lulu, I believe in it. Okay. We've made a lot of progress over the past few years to make our inflight WiFi faster and more reliable, but it's not yet to the level that our customers deserve. And that's why inside of Delta we have a dedicated team working nonstop to meet that need. And I'm confident we're going to get there within the next couple of years to deliver WiFi bandwidth and speeds as fast as in the air as on the ground. In fact, you're closer to the satellites, when you fly, right? And at the same price point that you normally pay. Where else do you pay for WiFi other than on plane these days? Nothing. It should be free. We firmly believe that and it's important to us because our mission is connecting people and that includes providing connections online and in the air. And speaking of connections, wouldn't it be great to use your own Bluetooth headphones on a Delta flight? Yes. Well that's another technical challenge that we're making a lot of progress on and we're hoping to solve real soon.

Ed Bastian

So Delta Flight Products is investing time and resources in these things because we know they're important to you and we're committed to meeting and exceeding your expectations. So we've talked a lot about technology today, but as I said when we began, our leading source of innovation is our people. And that's why we're developing tools to help make them their interactions with you, less transactional and more meaningful, more human. Our people should not be spending their time taking tickets and scanning boarding passes. They're way too talented for that. It's the tools that we're building that are getting Delta people from out behind the counter so they can assist you, solve your problems in real time and make your trip as smooth as possible. A new technology is also being developed in our operations center and in the cockpit helping to ensure a smoother, more reliable trip even in tough circumstances.

Ed Bastian

And here's just a few examples. The nomad handheld device that's Delta agents offer personalized and meaningful assistance to customers anywhere in the airport, there's no more need to line up at a counter. I mentioned earlier how we've canceled cancellations, but we still have to deal with weather variables like hurricanes or a nasty Northeastern and that's why the team and our operations and customer center is developing the industry's first machine learning platform to help ensure a smooth operation even in extreme conditions. The system uses operational data to run scenarios and project future outcomes while simulating all the variables of running a global airline with more than 1000 planes in the sky. It helps our decisions makers quickly make the right call in real time and you can see a display use and actually test it at our CES experience center.

Ed Bastian

Another focus we have is on turbulence. We are seeing more and more instances of it and it has a very real impact on our customers and on our employees. As Sandy mentioned earlier, we have been able to reduce the impact of turbulence with the Flight Weather Viewer, which is an app developed by our very own Delta pilots. It visualizes turbulence and other weather hazards along the flight path. Using it, pilots can adjust their course more precisely, decreasing CO2 emissions by tens of thousands of metric tons a year and it also helps our pilots give real time updates to travelers while they're in the air in advance of encountering turbulence and they can also let them know how long we expect it to last.

Ed Bastian

Having that information to our customers is another way that we can reduce stress, but for all our employees do for you, we embrace our responsibility to take care of our employees very seriously, to take the very best care of them. And in 2018 Delta announced a partnership with Sarcos to advance groundbreaking exoskeleton technology. It's going to make our employees safer and better able to do their jobs. Let's take a look.

Narrator

Sarcos robotics makes advanced wearable robotic systems that augment human performance to make employees safer.

Speaker 2

Look man, no hands.

Speaker 3

The benefit of exploring a partnership like us with Sarcos is this kind of technology can potentially shape the way we work in the future in the airline industry. It is just another example of how we use technology to further empower our people.

Willy Barnett

Robotics is a growing industry. We're an innovative company. We want to stand on innovation.

Ben Wolff

Well, imagine if we could turn our team members into superhumans, giving them superhuman strength, superhuman endurance, the ability to safely lift a lot of weight.

Mo L.

Delta is about safety, so to be able to be hands on with this, it tells you how much they care about their employee. But to actually be able to see it, fill it half hands on. You really get a big picture of what the company is trying to offer.

Ben Wolff

We looked for companies that were the clear leaders in technology adoption in innovation. Delta was the natural fit.

Willy Barnett

We've been providing them our thoughts and ideas about how their technology can benefit us as an airline.

Ben Wolff

We'll be working very closely together to harden the technology and get it ready for commercial deployment.

Speaker 4

We're amplifying any force that you put in there by four times. In the full robot when it comes to production, we're going to aim for 20 times.

Carolee S.

We were lifting 30 pounds. It's really simple when the robot is doing all the work, it's lessening the load on your arm and so a lot of the stuff that you think you can't do, the robot is doing for you.

Jeremy L.

It's exciting to see how we'll be able to use it in the workforce. Hopefully with this new exosuit it will help prevent a lot of injuries that may happen.

Willy Barnett

More people have opportunities to stay in their current roles longer because they can do the job longer. We have employees who love what they do and would love to do it forever. This technology can actually help that.

Ed Bastian

Now I've always thought of our people as superheroes, but now they can be super human as well, right? You guys want to see the exoskeleton? Let's bring the exo on stage. Fletcher come on out here. There comes the world's first and only full body battery powered exoskeleton and his name is Fletcher.

Fletcher

Hey Ed. Hey CES. How are we doing today?

Ed Bastian

Fletcher. I've got to say that looks pretty cool. That looks pretty cool. But we've got something out here.

Fletcher

We do, we do.

Ed Bastian

What are we doing?

Fletcher

We have a special delivery for you and let's go ahead and let's uncrate it for you. How about that? I think you're really going to like this gift Ed.

Ed Bastian

Well, you've got me really curious. It looks heavy. I wonder what's inside there. Oh, oh, that doesn't look too much like a nice present. Who gave you, told you to get me one of these? It's 150 pound barbell. Well, I know from my new year's resolution that I promised to get back into the gym. I think that might be a little too heavy to start with. Well, what do you think?

Fletcher

Well, with the Guardian XL anyone can lift as much weight. So even though it is 150 pounds, it's really easy because strength isn't a factor since the suit is doing all the work for you.

Ed Bastian

So what does it feel like to wear? Is it comfortable? Can you move around?

Fletcher

Yeah, the suit is super comfortable. It carries its own weight as well as the weight that I'm carrying. I just like this and honestly it feels like a small backpack, if anything at all. Yeah.

Ed Bastian

And how about moving? Does it restrict your range of motion a lot or?

Fletcher

No. I mean you guys saw me in the video. That was me with the helmet, moving the exoskeleton around and you saw me changing tires. You saw me lifting boxes and suitcases and I can even dance in the exoskeleton. Do you want to see that? You guys want to see that?

Ed Bastian

You can dance inside that?

Fletcher

I can dance inside this thing.

Ed Bastian

What do you think? Let's see him show us some moves. That's pretty good. We're going to see you in the disco later tonight, I think. Well, Fletcher, thanks so much for my delivery. I've got one last question for you.

Fletcher

What is it?

Ed Bastian

If I'm going to have to use that you're going to need to be my workout partner.

Fletcher

Oh, of course Ed. Anytime.

Ed Bastian

Okay.

Fletcher

Let's do it.

Ed Bastian

Give me a fist bump and I'll see you in the gym.

Fletcher

Okay, sounds great.

Ed Bastian

Now put it back out there.

Fletcher

Yeah, though I will have to say we should probably start with something a little bit lighter honestly, unless we're using the exoskeletons, then we could do this all day.

Ed Bastian

Absolutely.

Fletcher

Sounds good.

Ed Bastian

Thanks Fletcher. Take care.

Fletcher

Yeah, Ed. See you CES.

Ed Bastian

If you would like to learn more about the Guardian exosuits and even try out the technology for yourself as I did last night and put the suit on, come visit us at the Delta CES experience. It's very, very cool technology. Now let's get Sloan safely back and on her way to her destination.

Narrator

Even after you've arrived. Our work continues because at Delta we know getting you here is only half the journey. We'll be there every step of the way to make sure traveling isn't something that stresses you, but something that delights you, empowers you and lets you connect with the people and places that matter most.

Ed Bastian

I hope we've made it abundantly clear today that Delta's responsibilities and vision extends far beyond the flight to the entire journey. And by creating a seamless experience, we can help travelers look up and connect with the world around them while they travel. There is no substitute for the power that travel has to change lives and make our world a better place. Unlike a cell phone, a video chat, or a text message, it's real life connections that build understanding, empathy and the desire to act. And we all know the most vital responsibility that we share is to build a better world. We're also well aware that our future and the futures of generations to come require us to be accountable for the damage that human progress has made to our environment. And at Delta we take that responsibility very seriously. We've been committed to sustainability for years and we're making our efforts even more meaningful as time goes on.

Ed Bastian

Like so much we talked about today, there is no single solution of projects large and small are bringing progress and hope. Back in 1990 Delta became the first US airline to recycle cans and other onboard waste. We've recycled enough aluminum to equal the weight of seven Airbus 350s. We're recycling oil and scrap metal at all of our maintenance spaces and we've recycled uniforms and life vests. Delta is leading our industry in eliminating single use plastics on board our planes and at our airports and some of those plastics are being recycled into the products you're sitting on today with your blankets. But our chief focus is jet fuel. It's the number one contributor to our carbon footprint. Air travel on the whole contributes about 2.5% of the world's carbon emissions and Delta has been working for years to reduce our emissions and the impact on the environment.

Ed Bastian

Today our total emissions are down 11% from where they were in 2005. And in 2012 Delta voluntarily capped our emission levels, which means that all growth beyond 2012 and we've grown 25% since then has been carbon neutral, but these steps are good but they're not nearly enough. Our goal is to cut total emissions in half by 2050. And to get there, you can give an applause, we need your help. To get there we're deploying the tools available today and investing in the technologies of tomorrow. The new planes I mentioned that we're bringing into our fleet are 25% more efficient, this translates to lower carbon emissions. We've invested in a study to produce biofuels made from forest to breeze in the Pacific Northwest and we recently entered a different contract to bring us 10 million gallons of renewable biofuels a year. As soon as that production facility is completed, shortly.

Ed Bastian

We were the first airline to offer customers the opportunity to join us and contribute to making their travel carbon neutral and using those contributions to invest in renewable and natural climate solutions. And this week we are doing it for you. If you flew Delta to Las Vegas, we're offsetting your flights to and from CES, so your journey did not leave a footprint. Now, let me be clear, let me be clear. Offsets aren't the whole answer to sustainable travel, but they are one tool and the investments that we're making with them are creating extraordinary opportunities and their impact is big. Through offsets, we're putting investment behind initiatives that have lasting positive impact, not just on the environment but also towards eradicating poverty. We're fortunate to have a tremendous partner who's here with us today to help talk about how sustainability and poverty are linked and what together we're doing about it. I want to welcome Hugh Evans, who's the co-founder and CEO of Global Citizen to join me on stage. Hugh, please come out.

Ed Bastian

Thank you for joining us, Hugh and great to have you here. Tell us a little bit about Global Citizen. Where did the idea come from and how did you get started on this journey?

Hugh Evans

Well, thank you so much, Ed. It's a pleasure to be here this morning. All my life I've been passionate about sustainable development. My journey started when I was 14 years old. In my first year of high school, I started raising money for communities in the developing world. We were an enthusiastic group of kids. We raised more money than any other school in Australia and I was awarded the chance to go to the Philippines to learn more. It was 1998 and there was one night that changed my life forever. We were taken onto a slum in the center of Manila called Smokey Mountain. It's an entire community built on top of a rubbish dump where the very infrastructure, this whole community revolves around scavenging. And so the kids literally run off to the garbage trucks and they try to get bits of scrap metal piece of food and things that they can recycle.

Hugh Evans

And that night I was placed in the care of a kid my own age named Sonny boy. We were both 14 at the time, but where I'd come from, middle-class Melbourne. Soony boy had tattoos on his forearm because he was about to become his gang leader. And that was his form of initiation. And that night he took me to his house and we cooked this meal together with some food that I brought with me. But when it came time to go to sleep, we literally lay down on this concrete slab the size of half of my bedroom with myself, Sonny boy and the rest of his family, seven of us in this long line. And I'll never forget lying there that night with the smell of rubbish all around us cause we're lying on top of a garbage dump and cockroaches crawling all over us.

Hugh Evans

And I didn't sleep at all. I just lay awake thinking to myself, it really is pure chance that I was born where I was born and he was born there. And so that night I decided to commit my life to it. Fast forward to 2006 the G20 world leaders were coming through Melbourne, Australia, and me and my mate Dan had this idea to run a small concert called the Make of Poverty History concert. That one day exploded when we got a phone call from Bono and Pearl Jam who said they wanted to headline our show.

Ed Bastian

Wow.

Hugh Evans

As you can see [crosstalk 01:41:02].

Ed Bastian

That's a pretty good call.

Hugh Evans

I got a bit too excited that day and millions of Australians signed on to support our campaign. And to our amazement, the Australian government heard our collective voices and they agreed to double investment into international development, an additional $6.2 billion was committed that night in the eradication of extreme poverty. And it felt like this incredible validation. We managed to convince our government to do the unthinkable and act to fix a problem miles outside of our borders. And off the back of that, we got a phone call from the United Nations in New York who said they wanted to help us take our work all around the world. And so Global Citizen was born that year to build a lasting movement of citizens to take action, to help end extreme poverty, tackle climate change, and achieve the United Nations sustainable development goals.

Ed Bastian

Hugh, that's an incredible story. He's an amazing guy. Let's talk about the state of poverty in the world today. And how does Global Citizen address it?

Hugh Evans

Let me talk about extreme poverty. We're talking about those living on less than us $1.90 per day. It's the sort of useless suffering where a child would die for lack of a 30 cent immunization. The good news is that we've made enormous progress. Extreme poverty is haved within my lifetime. When I was born in 1983 52% of the planet lived in extreme poverty. It's now down to less than 12% of the planet today.

Ed Bastian

It's encouraging.

Hugh Evans

The second piece of good news is that the world actually has a plan to end extreme poverty and tackle climate change. It's called the global goals for sustainable development. 17 goals with 169 indicators designed to end extreme poverty, tackle climate change and reduce inequality. But the more sobering piece is that the price tag to achieve those goals is a whopping $350 billion a year for the next 10 years or $3.5 trillion. This is not about charity. It's not going to be solved through black tie gala dinners, which are bandaids and bullet holes. What we need is we need a lasting movement of citizens who call on world leaders to make multibillion dollar investments to achieve the global goals. And I'm proud to say that in the last eight years since Global Citizen festival was founded more than $48 billion has been announced on Global Citizen festival stages around the world.

Ed Bastian

That's incredible. So I know 2020 is a pivotal year for the movement and our partnership. Why is that?

Hugh Evans

Well, Ed, at key moments in history, humanity has come together to achieve extraordinary things. It happened back in 1985 in response to the Ethiopian famine with Live Aid, it happened again in 2005 in response to the crippling debt crisis in East Africa with Live Aid and I believe 2020 is our generation's moment. Global Goal Live, the possible dream is going to unite musicians, citizens, world leaders, the private sector and philanthropists all this year to achieve the sustainable development goals. On September 26 2020 humanity will come together during UN climate week to end extreme poverty and tackle climate change. We're going to host six simultaneous concerts around the world in five continents to achieve the possible dream. And we're working with the United Nations deputy secretary general on this goal and we're so thrilled that yourself Ed and Delta, one of the first partners to sign on as co-chairs of this historic campaign.

Ed Bastian

It's a real honor to be alongside you on this journey. And one of the first steps with global citizens that we've made is to commit the Global Goal Live campaign to be entirely carbon neutral through investments that address poverty and environmental sustainability. One project that we're working on together is creating the Great Green Wall and it's such a cool concept. This project is building a forest that will cover the entire width of the continent of Africa from one ocean to the other. And in addition to tackling climate change, the Great Green Wall will help provide food security and jobs for millions of people. So as communities are revitalized, it's also done in concert with and support of the natural environment creating its own virtuous circle.

Hugh Evans

I absolutely love that Ed and Delta's carbon offset investments for global goal live. Again, a sub benefit program similar to the Great Green Wall because we know that the forests of Uganda and Kenya are literally the lungs of this planet, so protecting them is essential for our future.

Ed Bastian

Well, it's definitely true and the projects that we're investing alongside Global Citizen will build economies that lift people out of extreme poverty. Through sustainable business models and practices that will benefit those people and the planet for generations to come.

Hugh Evans

Exactly right. Because eradicating extreme poverty and reversing the devastating effects of climate change are really two sides of the same coin.

Ed Bastian

So true.

Hugh Evans

Delta's contribution is going to make an enormous impact.

Ed Bastian

That's so true, Hugh. Well, we could spend lots of time talking about the great work that we're doing because I'm so inspired by it. It's important and this is a natural partnership for us, but you've got a stage here. You've got thousands of people here present at CES and online streaming. What can they do if they want to take action to help us achieve our goals?

Hugh Evans

Well, thank you Ed. We would love every single one of you to be involved in Global Goal Live, the possible this year. So if you want to get involved, please go to globalcitizen.org/slashdelta and thank you so much Ed. We're so excited by this.

Ed Bastian

Thank you, Hugh.

Hugh Evans

Thank you.

Ed Bastian

That's a moving story, Hugh, and what a way to close. I hope today has been valuable for you and I hope you're inspired by the journey that we've shared. Honestly, five years ago, I never would have imagined that Delta would be here at CES, charting our path to the future and into the next century of flight. And I am truly humbled by the opportunity to share our passion and enthusiasm with you all. And I hope you can join me and the other 90,000 people of Delta Air Lines on our journey to the future of air travel. And as I invite our employees to come up on stage with me, come on up and join me.

Ed Bastian

Ours is a voyage that will never end as we keep climbing on behalf of all travelers. And before we go, anyone who knows me knows I'm a sucker for a selfie, especially with other members of our Delta family. So Delta people around the world have been watching on Sky hub channel, and I hope you'll join us as we take a selfie with a big wave to see all the people in Atlanta and around the world from Delta as we send our thanks to you for giving us this great opportunity. Thank you all. Come on everybody join us in the back. Thank you. Thank you. Bye everybody. Enjoy your conference.

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