Improving the customer experience in Travel and Transportation
Akshata Pai 270005SCF5 email@example.com | | Tags:  soa jet transportation impact vacation travel
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Contributed by Bruno Trimouille, Program Director, Brand Messaging & WW Industry Marketing
Impact 2013 featured a real and solid presence from the Travel and Transportation industry this year. First of all, we showcased a new demo app called Customer Experience Management on our solution floor. Numerous attendees got a first-hand experience of IBM software and solution expertise to manage the customer experience before, during and after the trip. As you may guess, the front end user interfaces were mobile devices - Smartphones and tablets - and the demo featured five engagement scenarios from both customer and employee perspectives:
Needless to say, the demo app had rave reviews and the blending of capabilities such as real time analytics, personalized offers for next best action or service based integration for cross-channel interactions was impressive. Contact us to know more and schedule a showing.
We were also blessed by more than a dozen customer-led presentations featuring many segments of the industry such as rail, airlines and hospitality or freight and passenger transportation. Sessions led by recognizable leaders such as Railinc, Apple Vacations or Royal Caribbean International were standing room only. If you wish to view and download the presentations, log on to our Impact web site.
We also had a well-attended and lively panel discussion on ‘Current Trends in Travel and Transportation’. This panel brought together experts from CSX, Marriott International and WestJet, with experts from IBM to discuss the current trends in the travel and transportation industry, and how to leverage them today to become a leader. The key takeaways included: