Thomas Drexler UIC High Speed - Making travellers into customers

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From July 10th to July 13th, Amadeus Rail attended the UIC’s 8th World Congress on High Speed Rail in Philadelphia. Thomas Drexler, Global Head of Amadeus Rail presented “Making Travelers into customers” during the “Customers’ expectations” sessions on July 12th

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Thomas Drexler UIC High Speed - Making travellers into customers

  1. 1. MAKING TRAVELLERS INTO CUSTOMERS Thomas DREXLER Global Head of Rail; Amadeus IT Group SA, Spain 12 July, Session: Customer Expectations, Room A
  2. 2. Content Introduction – the challenges facing the rail distribution Travellers total trip experience A standard way to sellThomas DrexlerGlobal Head of Rail, Amadeus IT Group SA, Spain 212 July, Session: Customer Expectations and Room A
  3. 3. In the last century, the only major changes in the rail industry are train related More COMFORT & better SECURITY… 1800’s Today Steam Fuel Electric High speed locomotive locomotive locomotive locomotiveThomas Drexler Source: SolucomGlobal Head of Rail, Amadeus IT Group SA, Spain 312 July, Session: Customer Expectations and Room A
  4. 4. Introduction The global travel industry is being transformed by the development of high speed rail networks However, there are 3 distinct challenges 1. Competition between railways (direct on own routes e.g. NTV/Trenitalia, WestBahn/ÖBB), airlines and cars means railways must have a better distribution strategy to be more visible in traveller’s sales channels or lose market share 2. Rail can no longer have a purely domestic focus due to the opportunities of the 21st century international traveller 3. In-house legacy systems are in silos, inefficient and unable to support new revenue opportunities, with poor international reachThomas DrexlerGlobal Head of Rail, Amadeus IT Group SA, Spain 412 July, Session: Customer Expectations and Room A
  5. 5. Rail tomorrow? A customer-centric offer Before the trip During the trip After the trip When When exiting purchasing  Multi-touch point experience  Customer care Greater choice in  Membership product selection program Customised  Customer profiling purchase Advanced search Service catalogue Multi-channel When traveling  Penetration of mobile  Real-time travelling information Services  Geo-location  Customised experience Thomas Drexler Global Head of Rail, Amadeus IT Group SA, Spain 5 12 July, Session: Customer Expectations and Room A
  6. 6. Amadeus Total Rail: a standard way to sell rail Indirect Sales Channels Direct Sales Channels Web Kiosk & Agent Corporate Reservation Internet Mobile FlyByRail Service Track Onboard Track Track Track Track Track TrackAmadeus Air Amadeus Global Rail Sales Platform Amadeus Rail Operations Engine Other Data Schedules & RU Configuration Inventory Reporting and Fares & Rail Direct Connect Analysis Pricing 6 Thomas Drexler Global Head of Rail, Amadeus IT Group SA, Spain 6 12 July, Session: Customer Expectations and Room A
  7. 7. A standard way to sellAgent Track Air and Rail The Amadeus Rail Sales Platform is well on the road to becoming the first GLOBAL rail sales platform Thomas Drexler Global Head of Rail, Amadeus IT Group SA, Spain 7 12 July, Session: Customer Expectations and Room A
  8. 8. ...Thank youfor your kind attention

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