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Racing to deliver the best air travel experience

Rhoderick Van Der Wyck, Director, Global Industry Practice Lead- Travel, Transport & Logistics, BT | Nov. 15, 2016
Rhoderick Van Der Wyck, Director, Global Industry Practice Lead- Travel, Transport & Logistics, BT shares why the digital customer experience will soon become an indispensable component of air travel

A digitally-enabled, cloud-based future

Digital technologies and cloud services give every industry limitless opportunities to rethink and reshape the way they do business. Like companies in other sectors, airlines have traditionally relied upon an often complex network of suppliers and legacy systems. This poses both security risks and challenges in transforming their businesses to reap the many benefits offered by the digitally-enabled, cloud-based future which awaits:

  • By storing customer data in the cloud, airlines can deliver a consistent customer experience everywhere. Cloud makes it easier to scale capacity up and down in line with peaks and troughs of demand and to easily add new products and services;
  • There is no need to move everything to the cloud at once. Connecting disparate networks and sites is a good first step, then companies can begin to move to the cloud and manage their workforce and resources more effectively. When customer data is stored in one place, airlines can begin to analyse it and develop a more informed view of patterns and future requirements;
  • Cloud gives companies huge flexibility and choice. It means not being locked into one way of doing things and businesses can adapt as the business grows and evolves;

The contact centre brings to life how cloud technology can help airlines achieve higher standards of self-service. Innovating the contact centre allows for advanced analytics to make sense of all the data that is flooding in and increased insight into customer behaviour. With this bedrock of customer knowledge and accessibility anywhere, airlines can begin to truly create a more personalised, positive experience for passengers, supported by tailored content and skilled human experts who respond to passengers and solve problems on the spot.

Etihad Airways, one of the world's leading airlines exemplifies how contact centre innovation has amped up the quality of its service. It brought its three contact centres (Abu Dhabi, Al Ain and Manchester) together into one cloud platform, allowing it to centralise its resources and leverage economies of scale. This approach helped Etihad Airways reach a record of 15 million guests in 2015.

It is difficult for businesses to go it alone. Transitioning to the cloud and delivering seamlessly excellent customer service is a big task, even for the most technologically- sophisticated organisation. Leading airlines are choosing independent technology partners with the networking expertise, integration skills and cyber security credentials to ensure the level of performance they expect. 


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