If customer is the king, then experience must be the queen of all offerings. Today 83% global organizations acknowledge that Customer Experience will be the competitive differentiator. In that, agility, connected experiences and speed-to-market depends on data and its availability to the teams and crews who front-end the services of travel. Travellers engage with multi-channels that give organizations opportunities to …
Cloud Leads The Connected Travel Evolution
Two things that essentially define the travel industry operations are its exponential growth and technological change. In today’s industry, proliferation of devices, rise of the connected traveller and an on-demand environment has upped the pressure on organizations to be nimble, enhance their productivity and reduce costs. Business-wise, this means updating infrastructures to drive productivity and improve processes, so internal and …
In-flight POS makes the shift from trolley to technology
Improving customer service is a key business driver for 69% of the world’s leading airlines. And over the last few years, digital has been critically evolving both on-ground and in-flight services. Managing experience for connected passengers and crew both, in-flight, is one of the last frontiers for airlines. As more and more airlines look to improve profits by front lining …
IT Helpdesk: Moving into Strategic Support for IT Services
With the rapid alignment of IT as a strategic investment and the digitization of work places has brought about bigger challenges and opportunities. As organizations get more global, and dependencies on IT increases, the IT service desk has become more crucial as a specialized single point of contact for all IT requirements. But driving business transformation or transition can …
Engaging The Outbound Chinese Travel Market
The Connected Chinese Journey With a prediction of 200 million+ outbound trips per year by 2020, China’s outbound millions are one of the most lucrative audiences for travel providers in a long time. The Phocuswright-IGT study ‘China Unbounded: The Rise of China’s Oubound Millions’ provides in-depth data, informed insights about Chinese travel preferences and destination choices, and its potential impacts …
All on-board: Airline Crew Operations Drive Critical Bottom-line Efficiencies
Customer experience is largely governed by the crew that has direct interactions with the travellers. Therefore, managing crew operations is a critical component to any travel provider’s service efficiency and delivery, be it airlines, railways or cruises. Among these, stringent regulations and requirements make airline crew management one of the most complex functions in the Travel industry. Notably, it is …
Revenue Management: Determining Airline Route Profitability with Automation
As the global travel routes multiply, the need for airlines to simultaneously grow while keeping operating costs to a minimum is immediate. In fact, one of the most defining factors for airlines is route profitability amounting upto 30-35% of overall revenue for major routes. Integrated airline technology solutions that give a consolidated view in real-time of the variable costs and …
Digital Contact Centers Lead Personalization of Customer Experience
As digital plays a growing role in travel services, organizations are struggling to contain the multiple channels and personalization delivery expectations that come with it. While some are consolidating efforts to integrate in-air and on-ground, others are going the extra mile, connecting all their services and people with a digital backbone -such as contact centers. Ultimately, as ‘customer experience’ becomes …
The Potential of Disruptive Technologies in Aviation
Airlines have been an integral part of the global economy. Now and then, the global airline industry has dealt with major technological innovations – disrupting the market – whether it was the introduction of jet airlines for commercial use in 1950’s or displacing the gigantic ocean-liners which came to an abrupt end when cheap and fast air travel was introduced, …
Is Automation the end of Mishandled Airline Baggage
Passengers expect their bags to take off and land with them, driving one the biggest pain points for Aviation industry whenever baggage handling goes south. Let’s put this into numbers – the operational cost of baggagehandling is approx. ten dollars for an airline. However, when it’s mishandled, the same cost goes upto$100. And this is not taking into account the …