The customer experience remains at the forefront of the travel industry. Every touch point and the advent of technology enables us to further personalize that experience. In 2015, travel industry around the world increasingly leveraged technology to improve the customer experience – from making the journey more seamless, to tailoring the journey to the customer’s needs. It is imperative, businesses make themselves more accessible to their customers through technology – those that don’t will simply be left behind. Business should be mindful that many customers still want human interaction. Customers should have a choice between face-to-face interactions or to forgo that experience entirely, depending on how they prefer to travel.
Highly personal, highly convenient
Delivering highly personalized products or services is not always as easy as it seems. It requires understanding passengers’ travel behavior, preferences and requirements.
The challenge is that 80% of all data available today are unstructured and it’s growing quickly – almost 90% of data was generated just in the past two years. And given the volume, it’s really difficult to understand what kind of insights it may or may not be able to provide. The advent of cognitive computing has the potential to uncover this information. Using natural language processing and machine learning, we can now reveal insights, patterns & relationships across data and answer complex questions by interpreting data to provide contextual and relevant answers.
For instance, Airlines companies and airports hold greater amount of data on their passengers that, if properly utilized, can yield insights that can boost customer experience and engagement initiatives.
Cognitive computing is the interaction between artificial intelligence and business intelligence. And that’s what makes it a game changer! At its amusement parks, Disney has been using a wearable technology called MyMagic+, a type of wristband system to “collect information from you online and when you visit the Resort,” to help tailor services for each visitor. Customization, says the Carlson Wagonlit Travel group, will be one trend that will impact how we travel in the future, whether it’s booking a flight or hotel room.
Tomorrow’s travelers will want to travel the world in just one way – their own way. Imagine if a passenger has a problem with their ticket and begins using Twitter or email. They can actually start a conversation with the companies and with the onset of technology issues can be resolved on the go and in real-time. The biggest benefit of this is the consumer experience that is deeply personal and encourages brand loyalty and revenue for the company.
They’ll want to put together their own unique travel experiences, tap into inspiration from other travelers and then share their own personal plans with friends. That’s how they see the future of travel. And, we have to ensure that we provide frictionless experience at each touch-point.by