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How can technology empower customer experience?

Michael Stalter, Head of Business Development Amadeus Rail & Ground Travel is talking about the power of technology when it comes to accomplish customer experience within the railway industry. Customer must be at the centre and digitalisation is helping to reach all customer touchpoints. User Design Experience plays an important role when it comes to improving customer loyalty and profitability.

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How can technology empower customer experience?

  1. 1. Michael Stalter Head of Business Development Amadeus Rail & Ground Travel Customer experience How can technology empower customer experience? ©2016AmadeusITGroupanditsaffiliatesandsubsidiaries
  2. 2. 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 2 ©2016AmadeusITGroupanditsaffiliatesandsubsidiaries Customer experience at the centre Listen Interpret React Monitor
  3. 3. 3 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… ©2016AmadeusITGroupSA AWARENESS CONSIDERATION PURCHASE SERVICE LOYALTY
  4. 4. 97% of consumers’ purchasing decisions were influenced by on an online experience, and 89% would switch to a competitor if their experience is poor. 4 ©2016AmadeusITGroupanditsaffiliatesandsubsidiaries How can UX increase your customer loyalty? Great User Experience (UX) drives Customer Loyalty *Forrester, Customer Satisfaction CUSTOMER EXPERIENCE
  5. 5. How can technology enhance the customer experience and loyalty? ©2016AmadeusITGroupanditsaffiliatesandsubsidiaries
  6. 6. ©2016AmadeusITGroupanditsaffiliatesandsubsidiaries Personalisation Offering your customers a service when and in the way they want to receive it
  7. 7. 7 ©2016AmadeusITGroupanditsaffiliatesandsubsidiaries Artificial Intelligence (AI) The impact on travel distribution: the next entry point for the customer
  8. 8. 8 ©2016AmadeusITGroupanditsaffiliatesandsubsidiaries Open Data Harnessing the power of collaboration to offer a more intuitive customer experience
  9. 9. 9 ©2016AmadeusITGroupanditsaffiliatesandsubsidiaries Collaborative Economy Active listening and engagement: leading to customer loyalty
  10. 10. 10 Customer must be the centre of everything we do Technology is a powerful enabler of customer experience Experience design maximises customer loyalty and profitability ©2016AmadeusITGroupanditsaffiliatesandsubsidiaries Key takeaways
  11. 11. Thank you! ©2016AmadeusITGroupanditsaffiliatesandsubsidiaries You can follow us on: AmadeusITgroup