Powering Customer Experience with Travel Chatbots

Increased social media and mobile devices consumption, has given travelers unprecedented power to voice their opinions or preferences and demand better customer service across the entire value chain. Many customers now prefer getting instant service through these newer mediums to calling a call center or waiting for an email response. According to a research by Phocuswright, 67% of US Travelers …

Airline Social Media Crisis Management in a Digital World

The headlines this past month have been dominated by the airline industry and definitely not in a good way. A customer service industry at its core, airlines can ill-afford to have their brand reputation, service expectations and their crew rake in mistrust and bad press. From losing loyalty customers – customers filmed themselves destroying their membership cards live, to millions …

Digital Transformation – A Real Opportunity in BPM Space

If there’s one thing that is growing faster than the speed of travel, it’s the assimilation of ‘real-time’ data via IoT collected during every journey and every touch point.  Like with other verticals, ‘seamless connectivity via digital’  has become a critical part and influencer of Travel,  creating access to information, introducing automated systems and enabling new ways of communications and …