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 …

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 …

Use and Application of Customer Data

An airport understands the critical importance of obtaining more reliable and timely data. There are many uses, but the primary one would be that would enhance both passenger experience and commercial performance in the airport. Unfortunately, an airport’s effort is hampered by a singular lack of customer knowledge. The obvious Read More …

Increasing Customer Engagement #3

This is the 3rd of a series of six articles which outlines a roadmap for companies to embrace a “Customer Engagement Model” for increasing customer engagement. Step 3: Offer Creation and Management In a customer relationship, one overriding factor is that of ‘trusted brand’. Customers interpret ‘trust’ to mean: ‘What’s Read More …

Increasing Customer Engagement #2

This is the 2nd of a series of six articles which outlines a roadmap for companies to embrace a “Customer Engagement Model” for increasing customer engagement. Step 2: Customer Preference Generation – Segmentation Analysis Marketing involves numerous decisions concerning what products, services, and support should be offered to which customers, Read More …

CODB: The New CRM

Companies have spent a lot of time, effort and money on the development of their CRM (Customer Relationship Management) systems. The objective was to create an information database )which stores customer personal data and any available interactions and/or purchases. The CRM data captured is then used for merchandising and promotional Read More …