Travel, Transportation and Hospitality

News, trends and insights for the Travel, Transportation and Hospitality industries

6 ways digital technologies improve the rail passenger experience

railway-passenger-boarding-train

Rail systems have taken a back seat to airlines when it comes to focusing on customers, but that’s changing. In the United Kingdom, for instance, Network Rail has had great success in becoming more responsive to passengers. Its Putting passengers first program decentralized services and functions, creating five regions, each with its own managing director […]

Liberating the seaport from the harbor

modern-seaport

Seaborne trade, one of civilization’s oldest customs, has grown steadily over the last decade as global trade has flourished. The digital transformation of retail and wholesale business has revolutionized international commerce. But behind the point, click and order façade, logistics companies and transportation authorities are scrambling to manage demand for both speed and volume. At […]

Digital transformation threats and opportunities in travel and transportation

In travel and transportation most companies today don’t look at customer journeys as a collaborative exercise. They consider their job done when passengers are delivered safely to their appointed destination for their segment. A railway, for example, may only care that it has moved passengers safely from station A to station B. It ignores the […]

How AI-driven ‘voicebots’ can help airline personnel — and their companies

airline-crew

Airline workers have it tough. A new generation of voice-driven software bots promises to make their work easier. Airline employees, whether pilots, flight attendants or maintenance/repair/overhaul (MRO) technicians, are often called on to perform challenging tasks — and in a hurry. Think of a pilot dealing with mechanical failure, a flight attendant who can’t make […]

5 ways airlines benefit by integrating digital agents with live ones

airline-customer-at-airport

Many of us have had an experience similar to this: You call an airline to make a reservation and get a digital agent on the phone. The call starts off fine, but when you ask if your friend can sit next to you on the flight, the digital agent stalls and sends you to a […]

How airlines respond to “bumps” can make or break the passenger experience

Today’s airline passengers reap the benefits from reservation technology and highly productive and easy-to-use mobile apps that in many cases engage with multiple websites seamlessly and transparently. All this is made possible because airlines have done a very good job over the past five years modernizing their customer interfaces. While passengers certainly appreciate these great […]