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 …

Strategic Insight

Being a fan of Michel Porter and his book on Competitive Strategy, we learn that Porter suggests that a business must choose one of three business strategies to enable them to succeed: • Overall Cost Leadership • Differentiation • Focus Porter subsequently added five industry forces to his list. Effectively, we now have Read More …