how can technology empower customer experience?
TRANSCRIPT
Michael StalterHead of Business Development Amadeus
Rail & Ground Travel
Customer experience
How can technology empower customer experience?
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The basis for developing a Customer Experience vision is listening to the Voice of the Customer across the customer journey, bringing the customers’ perspective into focus
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Customer experience at the centre
Listen
Interpret
React
Monitor
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The new digitalised customer journey
Multiple distribution channels expands the number of choices available for the travelers
The 21st digital century traveller is choosing the most convenient mode of available transport, using multiple distribution channels and devices
Plan
Purchase
Departure
Trip
Return
Next trip
Visibility Simplicity/trustful
Information accessibility
Provide ancillary services
Feedback / follow up
Planning…
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SA
AWARENESS
CONSIDERATION
PURCHASE
SERVICE
LOYALTY
97% of consumers’ purchasing decisions were influenced by on an online experience, and 89% would switch to a competitor if their experience is poor.
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How can UX increase your customer loyalty? Great User Experience (UX) drives Customer Loyalty
*Forrester, Customer Satisfaction
CUSTOMER EXPERIENCE
How can technology enhance the customer experience and loyalty?
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Personalisation Offering your customers a service when and in the way they want to receive it
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Artificial Intelligence (AI)The impact on travel distribution: the next entry point for the customer
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Open Data Harnessing the power of collaboration to offer a more intuitive customer experience
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Collaborative Economy Active listening and engagement: leading to customer loyalty
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Customer must be the centre of everything we do
Technology is a powerful enabler of customer experience
Experience design maximises customer loyalty and profitability
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Key takeaways