Beyond airbnb - hospitality keeps reinventing themselves to create experiences - Hospitality is changing dramatically, incorporating changing customer behaviour and expectations. Technology enables digital experiences and new business models which would not have been possible before.Read More
Jean-Louis Gassée did a nice extract from the 21 annual letters to shareholders by Jeff Bezos, CEO at Amazon. Bezos tackles questions such as why customer focus remains important, the fact that Amazon Prime subscriptions have topped 100M,.Read More
Managing disruption and customer service in the social age
Over 2 hours per day spent on social networks and messaging.Read More
It will be linked to an app serving as a digital card and offering services such as management of points and discounts.Read More
Would life not be easier if you returned home after a long trip and your fridge was filled? In a cooperation with REWE Lufthansa tries to come closer to this vision. Customers from Germany can order what they need during their flight and choose when they want this to be delivered to their home.Read More
Airlines rely heavily on ancillary revenues - but quite often the strategy is unclear. Traditional carriers act more in panic after years of discussion, thus reducing their customer proposition as examples of hand luggage only fares by British Airways, Lufthansa and more and more other legacy carriers and the recent switch to buy on board catering in cooperation with Marks & Spencer by British Airways shows.
Ancillary revenues are not ancillary any more, but technology and lack of innovation and focus in airlines create a lot of limitations. In the meantime, airports and other third parties try to get a piece of the cake - and customer insight.
Fundamental change is needed.Read More
Meet the robots and find out how they can change our world.
Robot sales keep growing world wide as part of the overall trend towards automation. Usage is numerous, and opportunities are large. Yet we need to adapt and get used to this new world. At the Hamburg Aviation Conference 2016 we introduced the ibot, with Tanaka San, Nikken Sekkei, designer of Tokyo Narita Terminal 3 , participating in the "new generation airport" panel in the form of a robot. Ther are numerous other uses we can imagine as part of the move to increase productivity and improve customer service.Read More