pace: personalization for enhanced ancillary revenue and ... · payment gateway digital concierge...

© 2017 NIIT Technologies | www.niit-tech.com | Confidential

‹#›


PACE: Personalization for enhancedAncillary revenue and Customer Experience


‹#›

Travel Companies should be focused on increasing AncillaryRevenues and Improving Customer Satisfaction

Personalization↑↑ = CSAT↑↑ = Loyalty↑↑

Airline ancillary revenueprojected to be $67.4billion worldwide in 2016IdeaWorks & CarTrawler Research

• Airline Revenue as measured by Average Flight Fareshave plateaued over the years.

• Customer Loyalty at 49% and falling - Travel IndustryCSAT Falling per American Customer Satisfaction Index2016 Report

• Conventional margins vs ancillary margins

Personalization↑↑ = Ancillary↑↑


‹#›

The key is to understand that the Personalization Journey is acontinuum

Level1

Level2

Level3

Level4

Who areyou?

Do I knowyou?

You are Loyal

You are myadvocate

The Personalization Journey

Personalization is thekey to meetingcustomerexpectations!

1:Many

1:1


‹#›

EngineeringProficiency

Personalization Continuum

Level 11: many

Level 21:some

Level 31:few

Level 41:1

Level1

Level2

Level3

Naiveté

Nirvana

Thinker

Contender

The PACE Maturity Framework – delivering personalization involvesboth personalization and engineering proficiency


‹#›

Systems of Engagement

Integration & Channel Enablement

Systems of Insight

Your technology landscape should be built to support delivery ofpersonalization


‹#›

Our view of a reference architecture that enables the PACETechnology ecosystem

POS ManagementIndustry Standard

Microservices

Making the Right Offer to the Right Customer through the Right Channel at the Right Time

PC Browser Mobile Social Media Email SMSChat Connected DevicesKiosk Call Center

Booking Engine

Central Reservations

Ancillary ProductCatalog

3rd PartyContent

Integrator

CorporatePaymentGateway

DigitalConcierge

Active ItineraryMonitor

Integrated DigitalPlatforms

Channel AgnosticContent Management Digital Payments

BOT / Device /Agent Platform

Enabling PlatformsContext Aware Applications

RecommendationEngine

Customer Identity &Access Management

MarketingEffectiveness Analytics

NPSAnalytics

Sales EffectivenessAnalytics

Effectiveness insightsCustomer Insight and Recommendation

RevenueManagement

Enabling SystemsSystems of Record

LoyaltyManagement ERP

Integration Gateway

Service 1 Service 2 NDC EDIFACT API Rules EngineService n…

Digital Foresight


‹#›

Digital Foresight will help you achieve actionable business outcomes

DEVELOP a deeper

understanding oftheir customers

TARGETcustomers witheffective andpersonalized

communication

DEVELOPfocused

marketingstrategies

CONTINUOUSenrollment of

customers in theloyalty program

DELIVERbetter customer

experience


‹#›

Data Science and Engineering are at work to enable Digital Foresight

Digital Foresight’s methodology, techniques and data sources offer deeper knowledge about customer’s behavior.


‹#›

Demo


‹#›


‹#›

Sandholm

Luise

American Express

xxxxxxxxxxxx3029

03/19 xxxx

Total Charges

Total Tax

Total Rate

Extra Charges

Total

$80.00

$8.40

$78.40

$89.60

$168.00

04/06/2017

04/09/2017

3:00 PM

12:00 PM

2 2 2

Standard

Provide ComplimentaryDinner at on premiserestaurant on Apr 8th(Birthday)

Cross-sell / Up-sell

1. Park Passes atdiscounted $27 per personand provide informationabout Park

2. Coffee-Table Book onNational Parks

Birthday: Apr 8thWeddingAnniversary: Aug 23rdMost FrequentVacation Type: National Parks

Last Hotel Stay: MGMGrand in Las Vegas, NVLast Stay Date: Feb 13th –15thLast Stay Occasion:Leisure (Valentine’s day)

Check in

Modify

Cancel

pace: personalization for enhanced ancillary revenue and ... · payment gateway digital concierge...

Documents