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Abstract
Profitability is a challenge for the travel/airline
industry considering today’s circumstances as
it means more than just filling seats or cutting costs.
For customers to choose an airline as their first choice
for travel, airline companies need to become more customer-centric
and must be able to address customer’s requirements
effectively across all the touch points. After decades
of ‘transaction-centric’ business stance,
developing a ‘customer-centric’ service
approach is becoming the core philosophy of the travel/airlines
industry to carry out meaningful conversations with
customers and to provide customers with rich content,
address their service issues and concerns, and to efficiently
process the customer’s transaction. It helps if
the airlines can create a single view of the customers
across multiple channels like phone, Web or through
self-service kiosks. The goal of achieving a single
view of the customer is to enable the airlines to carry
out conversations with the targeted customers with complete
knowledge of his past experience with the airlines.
In the present competitive environment, understanding
and managing the customer’s experience during
the service delivery interactions takes on a significant
importance in the airline industry. How the airlines
can manage and improve their customer experience? This
white paper introduces Wipro Technologies’ solution
for customer experience management (CEM) - A solution
that will enable the airlines to manage customer interactions
over multiple channels.
Authors
Anupama Rao,
Ajanta Dey
To know more about Wipro in travel and transport, go
to /www.wipro.com/travel&transport
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