Frictionless NOT Seamless Travel

Jaya Singh of Mondelez World Travel Retail asked “Per-passenger spend on airport retail is falling since 2012; how can we turn this around?”  Mr. Singh is also President of the Asia-Pacific Travel Retail Association. He asked this question during the April 2013 ACI-Europe Airport Retail Conference held in Helsinki. There Read More …

Perspective on Frictionless Travel-3

This is the third and final part of our series on a future perspective on frictionless travel. We explore the increasing use of AI (artificial intelligence) and its potential to disrupt the current travel model status quo. We need to now look at what change is needed and how the Read More …

Perspective on Frictionless Travel-2

This is the second part of our series on a future perspective on frictionless travel. We explore the increasing use of AI (artificial intelligence) and its potential to disrupt the current travel model status quo. We need to now look at what change is needed and how the use of Read More …

Perspective on Frictionless Travel-1

In this series, we present our perspective on frictionless travel. We explore the increasing use of AI (artificial intelligence) and its potential to disrupt the current travel model status quo. We start with a hi-level overview of the current travel model status. Current Travel Model Status Stakeholders include customers (aka Read More …

Big Data as a Customer Strategy

The aviation industry has withstood many challenges in recent decades arising from the pace and momentum of economic, technological, regulatory and Geo-political change. There is an even more daunting challenge: how to use big data as a customer strategy. What is clear is that the established model of customer engagement, Read More …

The Data Silo Challenge-1

So what is the data silo challenge? Data generated in many industries is complex and presents data challenges for companies. It has become difficult to analyze these data using traditional tools. Usually, structured data is managed through customized databases. But a vast amount of unstructured data is held in separate, Read More …

Frictionless Customer Experience Part 2

Reimagining the Experience. Immersive and Empowering. Travel products and services need to be aligned to the Customer Experience. They must provide a seamless, ‘frictionless’ travel experience. They must be adaptable to inputs, which are beyond the capabilities of unwanted coupons and offers. Today’s services are disjointed and interrupt driven. Used Read More …

Frictionless Customer Experience Part 1

Co-Create the Future Ask today’s traveler (or customer) about their Customer Experience (#CX). They’ll tell you that it’s not frictionless and it has to be more than a brand marketing exercise. Customer experience is totally misunderstood due to the lack of customer context. Context is not solely about the customer’s Read More …

Airport Consumer Analytics

There is a lot of airport time, effort and focus on customer data acquisition for consumer analytics. As an example, the airline industry has accumulated large amounts of data as a result of running their frequent flyer programs (FFP). The airports have not. Of course, understanding the data collected is Read More …

Customer Engagement at Airports

Customer engagement at airports is taking off! The world’s airports are increasingly turning to intelligent technologies such as mobile apps and geo-location services, to help improve their customer experience. Creating these capabilities to “engage connected customers” is the number one priority for the majority of the world’s leading airports and Read More …