Personalization Is Key in Transforming Traveller Experience
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 communication wit, they need to have their finger on the consumer pulse to plan out strategic services. This can be achieved by deploying smart analytical tools that develop insights in real-time, to further pinpoint revenue opportunities deploying personalization solutions in travel.
Customer Experience will be a Key Differentiator :
- 82.5% of companies recognize Customer Experience as a competitive differentiator
- 77.5% recognize Customer experience as the most important strategic performance measure
- 77.0% can evidence cost savings via improved Customer experience
- Connected customer journeys, customer experience, and contact resolution will be top focus
- 50.2% rank analytic as #1 factor to reshape the industry in the next 5 years
Importantly, more traveller interactions today begin on one channel and then migrate onto others. Maintaining seamless and consistent conversation requires a unified service that connected end-to-end of travel services. For an airline this could mean mobilizing passenger profile information, flight notifications, baggage claims form and in-flight sales with maybe language customizations. By driving all services from a single platform, tailored to the passenger's previous history or profile creates experiences that delight.
And not just front-facing, it's imperative that your agents also speak your traveller's language so you can communicate from any global location at any given time to bring ease and calm. IGT offers multi-lingual customer experience management through its 10 global delivery centers in over 20+ languages, to reach out to global customers at a local level and target the right segment and with the right information. Additionally with the rise of Digital contact centers, analysis of multi-channel interactions can help organizations get intelligent insights to raise the bar on the kind of services, sales or experiences they bring to their customers. IGT contact centers use advanced techniques like Uniphore Aumina speech analytics to examine real-time and post-call data. The software identifies, extracts and analyzes relevant keywords and phrases to gauge the traveller sentiment and call value. Additionally, domain-centric rules aimed at specific customer needs help predict outcomes and prescribe engaging customer interactions.
Notably, personalization of services enabled by analytics will be crucial in going the last mile.What's your data telling you? Today, 70% of all organizations do not have a complete big picture of the customer journey and to some extent into their own operations. Tactics such as data analytics, language customizations, and social media management help to be more personal and relevant.
- 79.4% have no big picture view of interactions across service channels currently
- 50.2% rank analytics as #1 factor to reshape the industry in the next 5 years
- Web chat experienced a year on-year rise of 33.8%
- Social media offerings are up 21.3% in the same period,
- Mobile application capabilities: up 60.6%
Reaching customers: The connected traveller, in turn, wants to be "in-touch" and wants services "on-demand" I.E. what he wants, when he wants.What digital offers is promptness, proficiency, and for the customer-control. A combination which means that providers have to be seamlessly connected and react in real-time to monitor, inform or resolve via digital or social. Today four in five organizations recognize customer experience - and the contact center - as a competitive differentiator. IGT as a leading provider of Integrated IT-BPO solutions for the Travel industry providing enhanced customer engagement solutions that help:
Enhance Data-driven personalization
The goal is to have intelligent processes that would enable 100% clarity in identifying insights, impact overall service delivery, as well as, compliance regulations.
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