In this two-part blog series, we’ll explore the technology that is revolutionising customer service delivery in government. In our first installment, we examine the technology transformation from the perspective of back-office processes.
Hi, John from PowerObjects. I'd like to take you through today some trends we've identified in the travel industry, and how Dynamics 365 could help your organization.
PowerObjects finds that forward-thinking travel organizations are not looking inward, they're looking outside their industry to see what great organizations are doing to deliver awesome customer service.
Traditionally, travel organizations still focus on the journey, but forward-thinking travel organizations focus on the customer. So how can technology support travel organizations to address these trends? One of the major foundations is access to the global customer view.
On an operational level, your travel experts need to have the right information about your customers at the right time. So when they pop in the store or call the call center, you're telling them about the right products that interest them, at the right time.
At a strategic level, the global customer view allows you to understand your customer base, allow you to market to discrete segments, and ultimately creating more and better opportunities. For instance, as people in the travel industry know, a higher percentage of profits come form ancillary sales, such as insurance, upgrades and excursions, not solely from flights and accommodations. Using Dynamics 365, we can proactively create these ancillary sales opportunities and assign them to the correct travel agent, in order to call that customer. But remember, telephones are only one channel in an omnichannel strategy. There are great opportunities to do true omnichannel engagement, using products such as Chatbots, LiveChat, and telephone.
But it's not just about using the correct channel for your segment, it's about your organization having on true tone of voice across all those segments. You can use products such as cognitive services to do speech-to-text analytics.
John: So what's the ultimate goal for a travel organization? The ultimate goal for a travel organization is customer loyalty. Or as we say at PowerObjects, "Creating raving fans."
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