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 and innovative service offerings. Global BPO Services Market Analysis 2016 Forecasts: The global market for Business Process Outsourcing (BPO) is projected to reach US$220 Billion… Continue Reading →

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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 connect, gather insights and monetize interactions. As organizations move to have a seamlessly omni-channel engagement, they need to have their finger on the consumer pulse… Continue Reading →

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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 external stakeholders can have seamless access to their services and data anytime, anywhere.  Seasonal volumes, irregular flight operations and newer destinations mean Travel cannot afford… Continue Reading →

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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 efficiency, ancillary revenue, as well as improving passenger experience, technology and devices continues to play a big role. The industry outlook is positive, as the… Continue Reading →

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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 be a double-edged sword.  Looking inwards at the Travel industry with its multiple partners and stakeholders, the risk of tripping over technology can cause massive… Continue Reading →

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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 in the global travel ecosystem. In this blog, we cover key points from IGT/Phocuswright China Report, and provide recommendations on how to upsell tourism destinations… Continue Reading →

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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 one of the key cost drivers after fuel; so getting crew operations right can be a competitive advantage, affecting brand, bottom line and controlling costs.… Continue Reading →

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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 revenues can help implement the right profitability tactics for the long run. “Acc. to insiders, “few airlines are able to generate profits that are greater… Continue Reading →

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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 heart of all service offerings, contact centers will have to upgrade to digital contact centers. Leading this transition are the integrated IT-BPO players, as… Continue Reading →

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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, or development of ‘jumbo-jets’ in the 1970′s, to meet the rising global demand for air travel. In the ascent of the Jet age, Airlines minus… Continue Reading →

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