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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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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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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Travel Trends

We are in one of the most creative and critical eras of digital empowerment where every place, device, interaction and journey experience is now a touch point. In other words, the sum of the travel technology solutions, services and interactions provided across touch-points – pre travel, travel and post travel, is BIGGER than the destination itself. Digitalization of travel is impossible to ignore. In 2016, travel will go into overdrive with seamless services, connecting technologies, and redefining guest interactions. From crew assist technologies and infotainment… Continue Reading →

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Potential of an IoT in the future of Travel

The blurring of lines between the physical and virtual worlds, especially with the IoT, (Internet of Things) has created a seamless connection between organizations and their audiences. The remarkable speed at which it’s infiltrated each and every aspect of Travel industry from beacons to keyless entry, social to security and communications to collective intelligence has brought new-age challenges and opportunities. Today, one billion people in the world are using four billion connected things (IoT 2016). What’s the potential of an IoT solution in the Internet-of-Everything… Continue Reading →

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The Rise of Predictive Analytics in Hospitality

InterGlobe Technologies, highlighted the Top 12 trends for 2016 to impact the Travel Technology industry. The trends report titled IGT ‘The journey becomes the destination’ marked out the rapid integration of smart machines, connectivity and human behavior in driving millions of experiences across one seamless journey. Let’s look at how connected travel is impacting guest experiences for the hospitality industry. Data and digital are peas in a pod as revenue-driving analytics redefines experiences. From local experiences to keyless entry, hotels are pressed to deliver better,… Continue Reading →

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