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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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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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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Connected and Intelligent World of Digitally Transformed Airlines

Airline industry is the lifeline of a well-connected global economy. In this digital era, Airline industry is leading the transformation taking place, covering the front-end processes for personalized customer services to the back-end ensuring smooth operations. To differentiate services and stay competitive, airlines look to make personalized offerings to their customers – from acquiring, serving and retaining their customer base. Airlines are the front-runners of digital transformation in embracing a whole new way to engage with customers. While copious amounts of information are being generated… Continue Reading →

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No traveller left behind – The Untapped Potential of Accessibility Testing

Today, Travel is an experience that starts when a person clicks and lands on your site or engages with your app. And there starts the journey to customize every need, whim and want of that traveller and his experience. From bleisure travellers to baby boomers, travel is increasingly personalizing its offerings by digitalizing it all. Well, almost every traveller. Until recently, about 1.1 billion people globally were unable or found it hard to access, book or manage their journey online. Who are these 1.1 billion?… Continue Reading →

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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 airlines, OTAs, hospitality & hotels in APAC. Managing irops, customer loyalty, ancillary revenue and staying in constant touch, requires customized and integrated IT-BPM which is… Continue Reading →

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Social Loyalty: Is the personalized engagement with your valued customer personal enough?

By Naveen Kapoor For decades, loyalty programs have formed the backbone of the brand marketing activities in airlines and hotels. With the end vision of identifying and retaining loyal customers, these programs have been successful in the past. But in today’s world, the term “loyalty program” seems to be ubiquitous with most of the airlines and hotels owning a loyalty program. With little differentiation among the various programs offered by different airlines and hotels, it seems loyalty has become more of a commodity. Companies have… Continue Reading →

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