Digital Experience

Airlines have the opportunity to provide their customers with an ‘emotionally, empathetic experience’(E3) by incorporating hyper-personalization and hyper-contextualization using an omnichannel approach—web, mobile, kiosk, call center agents, and voice. Self-service can be incorporated more effectively using the mobile channel with the help of chatbots and digital travel assistants.

Backed by our domain expertise and E3 offering, we help create a positive business impact by bringing customer experience to the forefront of the airline industry. Our focus spans both digital and emerging technologies to deliver an emotionally empathetic experience:

• Digital commerce: Web, mobile and voice
• UX/UI conceptualization and development
• Content management
• Chatbots/digital travel assistant
• Real-Time Interaction Management
• AI/ML for providing the right offers to customers
• Customer insight, persona mapped to the customer journey
• CRM: customer experience management involving campaign management, complaint management, disruption management, social media management, and feedback management
• Digital Integration: Driving ancillary revenue by integrating and rapidly onboarding partners
• Architecture definition and consulting
• Specialization in middleware platforms
• Datalex
• Openjaw
• Farelogix
• Switchfly
• API/Microservices integration
• Enterprise SOA/Service platform