In the highly competitive travel and transportation business, data from every process, decision and action is abundantly available. The use of data-enabled devices by both service staff and customers increasingly creates data out in real-time.
What seems to be rarer is information-based insight used to empower the staff and managers that interact with your customers to make quick, correct decisions. There are systemic challenges of non-integrated platforms and increasing cost pressures. But customers remain demanding, expecting consistent and convenient omni-channel service.
Customer operations are indeed complex within the multi-channel, multi-language/country, multi-agency, multimodal transportation ecosystem. With low cost models, asset sharing, crowd sourcing and different e-marketplaces springing up, are traditional service delivery mechanisms being priced out of the game?
Are you using data for insight into broader customer segments, but specific individual customer behaviors in different contexts? Are you innovating with process, technological and commercial models to deliver differentiating customer experience and value-added services? Are you really focusing on loyalty and revenues at each point of interaction or missing opportunities?