Capturing Social Impact on Travel Services Industry in 2018

Travelers today, have a lot of options – driven more so by choice, reviews and experience brought on by digitalization. In turn, for Travel companies, social has become one of the key channels for customer service – from personalized online interactions to bookings, recommendations to reviews and content to communications. And over the years, it has grown to provide an …

Scoping a Passenger-centric solution to Airline disruption management (IROPS)

If there’s one thing a passenger hates hearing more than “Your flight has been cancelled”, its “We apologize for the inconvenience, but as soon as we have more information, we’ll let you know.” Most irregular operations quickly turn into communication disasters. And lack of information or incomplete information leaves passengers more frustrated with the airlines. A few months past, an …

Trends shaping the Airline BPO Services Market in 2017

Companies today are witnessing a seismic shift in sourcing strategy for IT and Process management. The meteorical rise of mobile, devices and web services with an over-arching service-oriented architecture has reformatted the rules of communication. And for the Travel industry which is mapped with powerful competition and increasing operational costs; customer service has become an essential cornerstone to drive loyalty …

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 …

Powering Up: Can Cognitive Computing Reinvent Travel’s Business Model?

“By 2018, half of all consumers will interact with services based on cognitive computing.”-IDC. Everybody has heard of ‘big data’, ‘cloud computing’, and IoT ‘internet of things’. Some have managed to utilize them exponentially in their businesses, while others are trying. My focus in today’s blog post is around the next big buzzword in the market – ‘Cognitive Computing’. In …

Data: 99:99:99 – 99% of all information, 99% of all people, 99% of the time

Early this year, the US East coast was engulfed in a severe snowstorm, labelled as one of the biggest of the century. Services were mobilized, warnings were sent out and cities were on high-alert. Governments and corporates worked to minimize damages, while companies changed strategies to maintain a competitive advantage. So why the reference to weather? Its another example of …

Airline Disruption Management: Driving Customer Satisfaction through Real Time and Personalized Notifications

By Avik Dasgupta Operating in a volatile environment, airlines are today influenced by a variety of external factors that impact their business – either on the ground or in the air. Extreme weather conditions, natural disasters, mechanical problems, labour issues, industrial action, air traffic congestion, security alerts and other disruptions can not only damage an airline’s brand value but also …