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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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

Thank you!

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