Using virtual reality to reinvent the IndyCar fan experience

Racing’s digital fan experience of the future was on display during the DXC Technology 600 at Texas Motor Speedway on June 8. DXC Labs showcased numerous virtual reality demos, viewed via Facebook’s latest Oculus VR headsets, to give clients and partners attending the event an insider’s view of what it’s like to prepare and drive […]

What’s your customer’s perfect travel experience? Use advanced analytics to find out

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Years ago, airline travel was considered glamorous.  People wore suits and dresses. They smoked cigarettes, drank martinis and cut their steaks with metal knives. There was only one version of the perfect travel experience and it was wrapped up in the glamour and prestige of the journey itself — and the personal service supporting it. […]

Cinco formas de traducir los retrasos aéreos en experiencias positivas

Las aerolíneas saben muy bien que habrá retrasos. Pero aún siendo inevitables, hay formas de traducirlos en experiencias positivas. Todas ellas cuentan con datos comerciales muy valiosos (de los comercios del aeropuerto, áreas de descanso y del comportamiento de los viajeros) en este recinto acotado. Conocen sus preferencias. Con esta información, pueden mejorar mucho los […]

Optimizing transportation runs and customer experience

For many companies in the travel, transportation and hospitality industry, success is all about achieving the optimal result.  For example, optimize load balances to get passengers and cargo to their destination using less fuel and in the fastest time possible. Whether in the air or on the ground, it’s all about minimizing the cost while […]

5 ways airlines benefit by integrating digital agents with live ones

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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 […]

5 ways airlines can turn flight delays into positive experiences

Airlines know all too well that disruptions will take place. But while they are inevitable, there are ways for airlines to turn these travel downers into positive experiences. Airlines have valuable data for merchants at the airport or in the local areas where travelers are congregating. They know how long the traveler will be stuck […]

3 consejos a tener en cuenta al automatizar la experiencia del cliente

Asistí a la Customer Contact Week de 2018 en Las Vegas y me he llevado información diferente a la esperada. A través de múltiples grupos de discusión y conversaciones con los participantes, es evidente que los profesionales de la experiencia del cliente creen que “la automatización ya está aquí”. Muchos asistentes expresaron su urgencia de […]

5 tips to deliver enhanced digital customer experiences in retail

Consumers have been conditioned by Amazon to expect high service levels, easy-to-use interfaces and customized buying experiences. Much has been written about retailers striving to provide an omni-channel experience across multiple platforms and recent IDC data backs up the need. Some 71 percent of consumers prefer omni-channel retailers and those retailers now account for 35 […]

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 […]

3 tips to consider when automating the customer experience

I attended this year’s Customer Contact Week in Las Vegas and left with a different takeaway than anticipated.  Across multiple discussion groups and conversations with participants it’s clear customer experience professionals believe “automation is here.” Many attendees expressed urgency to move forward.  However, this excitement was countered in equal measure by uncertainty and reluctance. Perhaps […]