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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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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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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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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Staff Augmentation: Travel’s talent crunch defines on-demand workforce

When it comes to any successful organization –it runs on 2 things – the quality of its people and the quality of its processes. For travel, both play an equally dependent role – one cannot be a good travel service provider, if their technology vision team is weak and a traveller will not bet on a poor performing provider. And as competitive as Travel is; hiring, training and retaining talent is critical to your organization in ensuring that the IT processes and applications are performing… Continue Reading →

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Powering Up: Can Cognitive Computing reinvent Travel’s business model?

“By 2018, half of all consumers will interact with services based on cognitive computing.”-IDC. Everybody has heard of ‘big data’, ‘cloud computing’, and IoT ‘internet of things’. Some have managed to utilize them exponentially in their businesses, while others are trying. My focus in today’s blog post is around the next big buzzword in the market – ‘Cognitive Computing’. In the hustles of conferences across the globe, discussions centered on cognitive computing – the new system that will take all verticals by a storm –… Continue Reading →

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Sense, Simplify, Sell: Capturing more of the fare value chain

‘Change’ within aviation is a daily mechanism on three core aspects – Markets, consumer behaviour and market conditions. With the inclusion of ancillary services, negotiated fares and interlining , aviation’s progressively complex ecosystem can see up to 20 million fare changes in a single week. For airlines to be competitive and strategically ahead, means they need to have their pulse on the core 3 – and – especially when it comes to airfare filing and distribution.  (Register and get FREE POC from IGT) It’s the difference between… Continue Reading →

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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 customer service. The impact of this development has been felt keenly by BPM providers. While a majority of BPM relationships continue to thrive on the base… 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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