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 …

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 …

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 …

How Analytics is defining connected travel experiences

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 …

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 …

‘The BIG 3’ BPM agents of change – Big Data. Smart Machines. Predictive Analytics

Customer service is entering a new era and by that count BPM is evolving not only its offerings but the environments where it is applied. In IGT’s 2015 ‘Travel Trends’ predictions echoed Gartner’s report that in 5 years the BPM will see certain manual jobs automated by robots (RPA), for digitally powered businesses.  And BPM Big #3 are responsible for …

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 …