Asia Becomes The Hub for “Smart” Travel (IT-BPM industry)

Digitization has provided untapped opportunities for travel providers to strengthen relationships with their customers in home markets, across the region, and around the globe. In that, certain regions are seeing a growing “smart” evolution with regard to lifestyle and particularly in travel. And in the center of it all is Asia. With over a billion travellers, the fastest adopters are airlines, OTAs, hospitality & hotels in APAC.

Managing irops, customer loyalty, ancillary revenue and staying in constant touch, requires customized and integrated IT-BPM which is where IGT sees a lot of traction in this sector. One of the keenest observations is how Asia is leading the pack as the axis of “Smart Travel.” Asia was an outsourcing hub due its cost-effective manpower and it language efficiencies. And now, there is the digital influence to IT-BPM.

More and more BPM delivery centers are scaling up to offer personalized and multi-lingual support and digitizing the support. IGT recently launched its 3rd delivery center in Manila, Philippines in a marked recognition for impacting travel’s global operations and growth for both domestic and global clients, improving scalability.

BPM services market overview

BPM services market overview

Maximize the potential of the Big 3 – big data, m-commerce, and predictive analytics:

In the past five years, SEA, fastest to adopt tech and digital changes, has been able to maximize the potential of the Big 3 – big data, m-commerce, and predictive analytics.

Let’s account the key factors affecting it –
• Evolution of mobile, smart machines & smart cities
• Explosion of data across multiple travel stakeholders – airports, logistics, OTAs
• Rise of connected traveller

  •  87% of people in Hong Kong and Singapore own smart phones (higher than the global avg.)
  • 38% of Asian travelers book hotels via mobile devices, most engaged social and digital audiences

Connected traveller

Asia’s young and digitally savvy audience and the current socioeconomic conditions have created a perfect space for m-commerce activities in SEA.  Asia, today, accounts for 50% of the world’s total 2.8 billion internet users and the region is already the most engaged international e-commerce market. Whether it be bookings, ancillary sales, geo location, hotel concierge service, disruptions management, or even personalizing the entire journey; the travel industry is decisively optimizing big data and predictive analytics in this region.

Seemingly, smart audience + smart services have directly influenced a new digitalization of infrastructure called ‘Smart Cities’. Keep in mind that the infrastructure growth across Asia in not symmetrical.

  • Currently 28 mega-cities – 16 in Asia, 4 in Latin America, 3 each in Africa and Europe, and 2 in Northern America.
  • By 2030, the world is projected to have 41 mega-cities

Singapore is poised to grow a global logistics and mobility hub, India has 100 smart cities planned and Japan is has robots in their front office. Smart infrastructure and services will integrate to deliver customized voice and non-voice support which will become imperative for travel. Intelligent automation of services, technology and people is only the tip of this ice-berg.

BPM revenue non-voice based

Another key area of substance is when disruptions happen in travel (irops – irregular operations) caused by weather, technology or human factors. In SEA and across the globe, IGT provides services to utilize mobile, social media and analytics to improve communications, rebookings and even crew management. Integrated IT-BPM allows for big data as indispensable information that makes a customer representative more anticipative of a customer’s needs to create maximum a first call resolution.

Whether you are talking to a hotel chain, an airline, a baggage handler, OTA they all have one thing in common – CSAT.

The IT-BPM industry is a microcosm of the impact of the digitalization in Asia. One can expect more non-voice based services portfolio as robotics and process automation are loom large in the horizon. For IGT, Asia’s BPM industry will lead the value of automated intelligence by slicing through complexity to deliver personalized, transparent, and timely decisions. It’s truly exciting times for BPM and Travel. And IGT is at the forefront of it all.

Nielsen ‘Decoding the Asian Consumer 2014’

About the Author:
Renee Kishore is digital marketing specialist, and a published author. A researcher and writer of change tactics and technologies in travel and other verticals, she frequently posts across the digital ecosystem. With 8-yrs of experience in communications and marketing, Renee has a passion for discussions and can be reached at:

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