How do new technologies influence the customer journey? Which advantages can be built in order to stay ahead on a more and more competitive market? Managing Consultant Georg Baust has devoted an article on that topic entitled “Digital transformation and its effect on the passenger: Creating a travel eco-system” in the latest edition of the International Airport Review magazine.
With the goal of a smooth door-to-door travel experience, travel service providers have to restructure and optimize their processes by making productive use of new digital possibilities. Old and outdated processes need to be adjusted and revised so that digital innovations can be used to create a simplified journey for the customer with smart interactions of all customer touchpoints. Airlines and Airports have to understand themselves as part of a travel value chain in an individual eco-system. Thusly, cooperation and network building have to be deepened in order to match a flawless travel experience with higher passenger satisfaction. Digital interfaces provide the platform and fundament of those aimed smooth transitions for customers. You can read the whole article in our download section.