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

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