Future Picks: Recent Episodes
Branchspace On Air
Learn about the latest pics you always wanted to know in terms of technology, get inspired by cutting-edge insight into airline, airport and other travel retail practices and state-of-the-art digital customer experiences.
Who we are? A bunch of tech-savvy people obsessed with great customer experiences. We are reinventing digital for airlines, airports, rail, cruise, and hospitality.
To keep up with customer expectations, airlines are always seeking innovative ways to enhance their experience and boost revenue. The evolution of technology and the increasing availability of modern data analytics tools are transforming the landscape of airline retailing. In fact, by 2030 Airline retailing could be worth $40 billion.Advanced analytics and personalised offerings allow airlines to tailor their services to individual passenger needs. This shift is supported by modern offer and order management systems, which integrate various retail capabilities across multiple channels, creating a seamless and consistent customer journey.Ursula Silling, CEO of Branchspace, and Radu Iliescu, Head of Consulting, share with Ross Falconer at Future Travel Experience the key trends and developments shaping airline retailing.Find out how airlines can leverage advanced data analytics, contextualisation, and omnichannel strategies to stay ahead in a global market. Watch the interview and see how these cutting-edge approaches are revolutionising the way airlines interact with their customers, ensuring they can sell anything, anywhere, anytime.#airlineindustry #customercentric #digitaltransformationWebsite & SocialWebsite: https://www.branchspace.com/Email: reinventdigital@branchspace.comLinkedIn: https://www.linkedin.com/company/branchspace-digital-reinvented/Twitter: https://twitter.com/branchspaceInstagram: https://www.instagram.com/branchspace_digital_reinvented/Facebook: https://www.facebook.com/profile.php?id=100081431809978
Website & Social
Website: https://www.branchspace.com/
Email: reinventdigital@branchspace.com
LinkedIn: https://www.linkedin.com/company/branchspace-digital-reinvented/
Twitter: https://twitter.com/branchspace
Instagram: https://www.instagram.com/branchspace_digital_reinvented/
Facebook: https://www.facebook.com/profile.php?id=100081431809978
The transformation of the airline industry through digital strategies is gaining more momentum than ever. This panel discussion raises important questions to some of the best airline examples like LATAM, Lufthansa Group and AirAsia.Watch the full discussion than took place at FTE Dublin 2024 (June 11-13)Moderator: Eric Leopold. Founder of Threedot.Contribution by:— Ricard Vila, CDO of LATAM— Keith Martin, Senior Strategy Manager at Lufthansa Group— Wong Mei Hong, Head of Ancillary Revenue at AirAsia— Ursula Silling, CEO of Branchspace#airlineindustry #customercentric #digitaltransformation
How will digital identity increase the passenger experience and improve airport operations?This panel discussion reveals many of the answers we’re looking for in this industry. See it from the different perspectives of: - Vanessa Calvo, Head of Funding and Innovation Trends department at Aena- Bill Carleton, Director, Advanced Recognition Systems at NEC Corporation of America- Harvey Tate, Human API - Digital Transformation, IAG- Ursula Silling, CEO of BranchspaceModerated by Andrew Price, Managing Director at OpermiumThis session took place at Future Travel Experience 2024 in Dublin (11-13 June)#airlineindustry #customercentric #digitaltransformation
This session took place at FTE Dublin 2024 (11-13 June). Branchspace and British Airways have been collaborating to test the first fully integrated digital identity travel experience. From shopping for flights to arrival. Starting on a journey from London Heathrow to Rome Fiumicino.What can we learn from these efforts and do we now globally scale such efforts?Ursula Silling, CEO of Branchspace, presented the vision of Branchspace when it comes to integrating Digital Identity in Travel. Harvey Tate, Human API at British Airways, also joined the session. #airlineindustry #customercentric #digitaltransformation
Watch the full panel discussion at IATA Innovation Day (Apr 25-26) on Digital Identity to Enable Customer Centricity. Surely an extremely insightful talk with Ursula Silling, CEO of Branchspace, joined by William Warbington, Director Innovation Strategy Planning at SkyTeam, Vikas Bhola, CEO of NeoKe, Vladimir Vujovic, Senior Digital Innovation Manager at SICPA, Louise Cole, Head of Customer Experience and Facilitation at IATA, and Kat Morse, Senior Manager Innovation & Partnerships at IATA.#airlineindustry #customercentric #digitaltransformation
Get exclusive access to our session at IATA Innovation Day (Apr 25-26) with Ursula Silling, CEO, and Andrew Webster, Director of Airline Offer & Order Consulting.Discover how we're transforming the stopover experience for modern travelers with our innovative Triplake Stop & Stay solution.With thorough customer research, we reveal the significant challenges and potential of stopovers. Learn how airlines can leverage these insights to enhance their offerings and meet evolving customer demands.Case studies of travelers like Gabriela, a digital nomad, and Ana, a senior social media star, showcase the importance of personalized stopover solutions. See how the Stop & Stay digital ecosystem can drive demand, differentiate your airline, and boost revenue through direct bookings and ancillary services. The future of airline retailing goes beyond the journey itself.#airlineindustry #customercentric #digitaltransformation
Kamila Stasik is the General Manager of our technology centre in Kraków, Poland.
Today we’re talking about setting up a growing team for success in our organization.
Website & Social
Website: https://www.branchspace.com/
Email: reinventdigital@branchspace.com
LinkedIn: https://www.linkedin.com/company/branchspace-digital-reinvented/
Twitter: https://twitter.com/branchspace
Instagram: https://www.instagram.com/branchspace_digital_reinvented/
Facebook: https://www.facebook.com/profile.php?id=100081431809978
Dorota is the Product Manager of our Triplake Mobile App solution, and today we’re talking about how airlines can improve customer experience using mobile apps.
In Dorota's own words: "Hello everyone, I’m thrilled to be here today. I’ve had the joy of being the Product Manager for Triplake Mobile Apps for almost two years now.
I’m all about mobile apps and aviation—it’s where my passion flies high! In my role, I get the exciting opportunity to blend these interests daily."
- What airlines should look for in a mobile app
- The importance of a mobile-first approach
- The case of Oman Air
- Using mobile apps for retail
- Overcome challenges during a project
- Some advice from Dorota
Website & Social
Website: https://www.branchspace.com/
Email: reinventdigital@branchspace.com
LinkedIn: https://www.linkedin.com/company/branchspace-digital-reinvented/
Twitter: https://twitter.com/branchspace
Instagram: https://www.instagram.com/branchspace_digital_reinvented/
Facebook: https://www.facebook.com/profile.php?id=100081431809978
In a recent discussion, David Turton, Chief Technology Officer at Branchspace, shared valuable insights on how airlines can embrace modern retailing. Here are three key strategies he recommends for airlines to implement today:1. Decoupling Legacy Systems with Pragmatic APIs: A crucial consideration is the abstraction of details and the implementation of pragmatic APIs to disconnect from legacy environments. This ensures a seamless separation between the consumer-facing digital experience and the underlying infrastructure. By achieving this decoupling, airlines can facilitate the replacement of various components over time, streamlining the transition to modern retailing.2. Embracing Modularity in Digital Ecosystems: Turton emphasizes the importance of building modularity into the digital ecosystem. Airlines should be prepared for varying transition speeds – from swift, total replacements to gradual step-by-step approaches. To accommodate these differences, it's essential to ensure that digital experiences, solutions, and technology components are modular and easily activatable or connectable. This includes thinking about abstraction layers and implementing versatile capabilities such as adaptable shopping carts capable of interfacing with diverse offer and order management systems.3. Future-Proofing for Varied Transition Paths: Recognizing that each airline possesses unique infrastructure, partnerships, and risk appetites, Turton underscores the importance of tailoring strategies to individual circumstances. The transition to modern retailing may unfold differently for each airline, and flexibility is key. Anticipating and preparing for these diverse pathways involves considering factors like evolving abstraction layers, resilient capabilities, and connectivity to different offer and order management systems as they evolve or get replaced over time.David Turton's insights shed light on the dynamic nature of the aviation industry's journey towards modern retailing, emphasizing adaptability, modularity, and strategic planning as essential components for success. Airlines that proactively address these considerations will be better positioned to navigate the evolving landscape of digital customer experiences and stay ahead in the competitive market. Branchspace as a new generation tech and consulting company supports all the mentioned strategies with its dynamic retailing platform Triplake and Transform services supporting airlines on their digital journey. This video was part of the webinar by The International Air Transport Association (IATA), September 2023.
Website & Social
Website: https://www.branchspace.com/
Email: reinventdigital@branchspace.com
LinkedIn: https://www.linkedin.com/company/branchspace-digital-reinvented/
Twitter: https://twitter.com/branchspace
Instagram: https://www.instagram.com/branchspace_digital_reinvented/
Facebook: https://www.facebook.com/profile.php?id=100081431809978
Dive into the world of seamless digital commerce and exceptional customer experiences with David Turton, CTO at Branchspace — digital reinvented, as he shares the successes of our valued customers using, or about to launch, the Triplake dynamic retailing platform.Our customers' stories span various approaches. Some airlines boldly opt for a transformative journey, replacing their entire digital ecosystem at once. Triplake becomes their partner of choice, offering a platform covering all aspects for a consistent and engaging customer experience.On the flip side, other airlines prefer a stepwise approach, deploying parts of the experience first and progressively evolving other key flows and touch points. This allows time for the teams to learn how to adopt the new focus to turn into a dynamic sales oriented retailer.The beauty of Triplake lies in its adaptability, allowing future proof flexibility. Large or small airlines, legacy or (in future) latest Offer Order management as a basis, Triplake is agnostic given its new generation modular architecture and in built advanced integration intelligence. Triplake caters to diverse airline needs. From connecting to legacy systems through APIs, fetching flight offers, creating orders, to handling payments, we see these connections as the plumbing that ultimately leads to a remarkable and seamless customer experience.Join us on this journey of transforming travel experiences into effortless and inspiring shopping experiences for flights and ancillary products and services, one success story at a time!This video was part of the webinar by The International Air Transport Association (IATA), September 2023.
Website & Social
Website: https://www.branchspace.com/
Email: reinventdigital@branchspace.com
LinkedIn: https://www.linkedin.com/company/branchspace-digital-reinvented/
Twitter: https://twitter.com/branchspace
Instagram: https://www.instagram.com/branchspace_digital_reinvented/
Facebook: https://www.facebook.com/profile.php?id=100081431809978
Extract from an interview with Ursula Silling, CEO at Branchspace, and Michael Huynh, Founder and Managing Director at Branchspace. At World Aviation Festival, Lisbon, 2023.
Website & Social
Website: https://www.branchspace.com/
Email: reinventdigital@branchspace.com
LinkedIn: https://www.linkedin.com/company/branchspace-digital-reinvented/
Twitter: https://twitter.com/branchspace
Instagram: https://www.instagram.com/branchspace_digital_reinvented/
Facebook: https://www.facebook.com/profile.php?id=100081431809978
Extract from Panel participation “Blazing the Trail to Offer/Order Transformation—Managing the Pain”, with Radu Iliescu, Director of Digital Solutions & Consulting at Branchspace. T2RL Engage, London, September 2023.
Website & Social
Website: https://www.branchspace.com/
Email: reinventdigital@branchspace.com
LinkedIn: https://www.linkedin.com/company/branchspace-digital-reinvented/
Twitter: https://twitter.com/branchspace
Instagram: https://www.instagram.com/branchspace_digital_reinvented/
Facebook: https://www.facebook.com/profile.php?id=100081431809978
Extract from Panel participation “Blazing the Trail to Offer/Order Transformation—Managing the Pain”, with Radu Iliescu, Director of Digital Solutions & Consulting at Branchspace.T2RL Engage, London, September 2023.Website & Social
Website: https://www.branchspace.com/
Email: reinventdigital@branchspace.com
LinkedIn: https://www.linkedin.com/company/branchspace-digital-reinvented/
Twitter: https://twitter.com/branchspace
Instagram: https://www.instagram.com/branchspace_digital_reinvented/
Facebook: https://www.facebook.com/profile.php?id=100081431809978
Some of us are very excited about it. Others fear that it will take over the world. Whether you like it or not, there’s a hype for the rise of AI, and it will definitely impact the airline industry. In this video, our management team share their thoughts on the diverse aspects of AI, from dynamic digital experiences to real-time interaction personalization. Join us on this exploration of AI's role in reshaping the future of airline operations and the customer experience.#airlineindustry #customercentric #digitaltransformationWebsite & SocialWebsite: https://www.branchspace.com/Email: reinventdigital@branchspace.comLinkedIn: https://www.linkedin.com/company/branchspace-digital-reinvented/Twitter: https://twitter.com/branchspaceInstagram: https://www.instagram.com/branchspace_digital_reinvented/Facebook: https://www.facebook.com/profile.php?id=100081431809978
Getting personal — How Triplake helps to create truly customer-centric experiences as part of the digital transformation journeyExtract from an interview with Ursula Silling, CEO at Branchspace, and Michael Huynh, Founder and Managing Director at BranchspaceAt World Aviation Festival, Lisbon, 2023
Website & Social
Website: https://www.branchspace.com/
Email: reinventdigital@branchspace.com
LinkedIn: https://www.linkedin.com/company/branchspace-digital-reinvented/
Twitter: https://twitter.com/branchspace
Instagram: https://www.instagram.com/branchspace_digital_reinvented/
Facebook: https://www.facebook.com/profile.php?id=100081431809978
Extract from an interview with Michael Huynh, Founder and Managing Director at Branchspace and Ursula Silling, CEO at Branchspace at World Aviation Festival, Lisbon, 2023Website & Social
Website: https://www.branchspace.com/
Email: reinventdigital@branchspace.com
LinkedIn: https://www.linkedin.com/company/branchspace-digital-reinvented/
Twitter: https://twitter.com/branchspace
Instagram: https://www.instagram.com/branchspace_digital_reinvented/
Facebook: https://www.facebook.com/profile.php?id=100081431809978
Starting with a very entertaining scene of what it means to build a customer-centric experience, our team presented at World Aviation Festival our ways to get airlines to modern retailing. #airlineindustry #customercentric #digitaltransformationWebsite & SocialWebsite: https://www.branchspace.com/Email: reinventdigital@branchspace.comLinkedIn: https://www.linkedin.com/company/branchspace-digital-reinvented/Twitter: https://twitter.com/branchspaceInstagram: https://www.instagram.com/branchspace_digital_reinvented/Facebook: https://www.facebook.com/profile.php?id=100081431809978
Modern retailing is no longer an option for airlines; it has become a necessity. However, the path to modern retailing varies depending on the specific circumstances of each airline.Get deep insight on the future of air travel in the retailing space and the role that digital innovation plays with our management team. #airlineindustry #customercentric #digitaltransformationWebsite & SocialWebsite: https://www.branchspace.com/Email: reinventdigital@branchspace.comLinkedIn: https://www.linkedin.com/company/branchspace-digital-reinvented/Twitter: https://twitter.com/branchspaceInstagram: https://www.instagram.com/branchspace_digital_reinvented/Facebook: https://www.facebook.com/profile.php?id=100081431809978
We’re in Oxford street, London. At the heart of modern retailing.Join us for a conversation with Branchspace Management team: our CEO, Ursula Silling, our CTO, David Turton, and our Director of Digital Solutions and Consulting, Radu Iliescu. They talk about how the transition to modern retailing will impact the way we travel, and what it means for airlines and the expectations of today’s traveller.#airlineindustry #customercentric #modernretailingWebsite & SocialWebsite: https://www.branchspace.com/Email: reinventdigital@branchspace.comLinkedIn: https://www.linkedin.com/company/branchspace-digital-reinvented/Twitter: https://twitter.com/branchspaceInstagram: https://www.instagram.com/branchspace_digital_reinvented/Facebook: https://www.facebook.com/profile.php?id=100081431809978
Patrick Murphy brings over three decades of invaluable expertise in the airline industry, having held key leadership positions throughout his distinguished career. He served as the Chairman of the Board of Ryanair, where he spearheaded the airline's remarkable transformation from a traditional regional carrier into a renowned low-cost airline. Widely recognized for his instrumental role in creating a highly successful business model, Patrick Murphy laid the foundations for Ryanair to become a world-class airline.
Following his tenure at Ryanair, Patrick Murphy joined the International Air Transport Association (IATA) as the Director for Corporate Development and Director of Interline Tariffs. During his tenure of ten years, he played a pivotal role in driving IATA's transformation into a dynamic commercial organization, providing effective leadership and support to the global airline industry.
As Chairman of Aviation Performance Consultants, Patrick Murphy provides valuable perspectives on how digital optimization can streamline operations, reduce costs, and ensure a seamless travel experience for passengers.
airlineindustry #customercentric #digitaltransformation
Website & Social Website: https://www.branchspace.com/ LinkedIn: https://www.linkedin.com/company/branchspace-digital-reinvented/ Twitter: https://twitter.com/branchspace Instagram: https://www.instagram.com/branchspace_digital_reinvented/ Facebook: https://www.facebook.com/profile.php?id=100081431809978
In this video, we bring you an engaging panel discussion that took place at the Future Travel Experience in Dublin. Our esteemed panel of industry experts came together to discuss the fascinating intersection of Revenue Management and Offer Creation with AI.
airlineindustry #customercentric #digitaltransformation
Moderator: Ursula Silling, CEO of Branchspace: https://www.linkedin.com/in/ursula-silling-do-things-differently/ Panel: - Paul Carroll, Chief Revenue & Network Officer at AirAsia: https://www.linkedin.com/in/paulcarroll84/ - Simon C. Pitt, CCO at PNG Air: https://www.linkedin.com/in/simoncpitt/ - Alex Mans, Founder & CEO of FLYR Labs: https://www.linkedin.com/in/alexandermans/ - Andrew Murphy, Chief Business Officer at CarTrawler: https://www.linkedin.com/in/andrew-murphy-a6a23184/ (Matt Klein couldn't be present)
As technology evolves and reshapes the travel industry, revenue management and offer creation have become crucial aspects of optimizing business strategies. Artificial Intelligence (AI) plays an increasingly prominent role in these areas, offering powerful tools and insights to drive revenue growth and enhance customer experiences.
Our panellists, seasoned professionals and thought leaders in their respective fields, delve deep into the topic, sharing their valuable knowledge and expertise. They explore how AI can be leveraged to develop innovative pricing strategies, dynamic pricing models, and personalized offers that resonate with today's travellers.
Website & Social Website: https://www.branchspace.com/ LinkedIn: https://www.linkedin.com/company/branchspace-digital-reinvented/ Twitter: https://twitter.com/branchspace Instagram: https://www.instagram.com/branchspace_digital_reinvented/ Facebook: https://www.facebook.com/profile.php?id=100081431809978
This interview promoted by World Aviation Festival brings together Ursula Silling, CEO of Branchspace, and Stefanie Harder, Director of Passenger Management at Hamburg Airport, to discuss the collaboration between airlines and airports and the role of technology in the travel industry.
Both Ursula and Stefanie envision an ideal travel experience. They both describe a scenario where the journey through the airport is seamless, convenient, and interconnected. Building upon this aspirational model, the conversation explores the necessity of collaboration between airlines and airports to transform this vision into reality. Drawing on their individual experiences within the industry, they also discuss the barriers to achieving a seamless journey and the role of technology in facilitating collaboration between airports and airlines.
Website & SocialWebsite: https://www.branchspace.com/LinkedIn: https://www.linkedin.com/company/branchspace-digital-reinvented/Twitter: https://twitter.com/branchspaceInstagram: https://www.instagram.com/branchspace_digital_reinvented/Facebook: https://www.facebook.com/profile.php?id=100081431809978
Iztok Franko is the founder of Diggintravel and host of the Diggintravel podcast. Recently, the company released their Airline Digital Optimization Yearbook so we asked Iztok to talk to us about what this means and why it is important for airlines to implement a digitalization model that succeeds. Get your 2023 Airline Digital Optimization Yearbook now: https://diggintravel.com/ebooks/2023-airline-digital-optimization-yearbook#transform #digital #experimentation Website & SocialWebsite: https://www.branchspace.com/LinkedIn: https://www.linkedin.com/company/branchspace-digital-reinvented/Twitter: https://twitter.com/branchspaceInstagram: https://www.instagram.com/branchspace_digital_reinvented/Facebook: https://www.facebook.com/profile.php?id=100081431809978Future Picks Podcast on YouTube: https://youtu.be/jvWVg5PRoAMArticles Offer & Order Management: how to be ready for customer-centric airline distribution: https://www.branchspace.com/blog/offer-order-management-how-to-be-ready-for-customer-centric-airline-distributionLessons in Airline UX/UI: how to design a customer-centric experience: https://www.branchspace.com/blog/lessons-in-airline-ux-ui-how-to-design-a-customer-centric-experienceHow Air Malta is reinventing its digital experience in airline retail: https://www.branchspace.com/blog/how-air-malta-is-reinventing-their-digital-experienceHow Air Malta is reinventing its digital experience in airline retail - Part 2: https://www.branchspace.com/blog/how-air-malta-is-reinventing-its-digital-experience-part-2Timestamps00:00 Intro00:39 Conversation with Iztok01:22 Diggintravel's Yearbook03:46 The digital optimization model06:07 The evolution of digitalization in the airline industry08:14 Surprising results from the Yearbook10:22 The focus of investment in Internet Booking Engines12:16 A good implementation of digital optimization14:16 Main challenges airlines face15:56 The technology that will impact the airline industry 19:33 We asked ChatGPT to explain Offer and Order Management19:53 The impact of the Yearbook21:45 Recommendations 25:05 The Diggintravel Podcast
The process of Offer & Order Management in airline distribution has evolved significantly over the last decades. In the past, airlines primarily relied on manual processes for managing offers and orders, which were often time-consuming and prone to errors. However, with the evolution of technology, airlines have been able to automate and streamline these processes, resulting in improved efficiency and accuracy.
Despite the many changes and innovations that have taken place over the years, many airlines still rely on legacy systems. That dependency prevents airlines from easily creating, managing, and tracking offers and orders in real time, making it challenging to deliver a seamless customer experience. As the airline industry continues to evolve, we can expect to see more advancements in Offer & Order Management, further improving the way airlines distribute their products and services.
Our Director of Digital Solutions & Consulting, Radu Iliescu, joined us for a conversation about the evolution of Offer & Order Management distribution and how airlines can prepare for the inevitable changes that are coming.
airlineretail #customercentric #digitaltransformation
The world of aviation gathered last week in Amsterdam for this year’s edition of the Aviation Festival and we had the opportunity to hear how Air Malta is taking this time as the moment of truth for digital commerce. Antonella Zirilli, Head of Digital Commerce and Distribution of Air Malta, Ursula Silling, CEO of Branchspace, and David Turton, CTO of Branchspace talked about it on the first day of the festival.
Learn more at https://www.branchspace.com/
Starting something innovative in your company might be scary at first. You must have a clear plan in your mind and the right team to execute it. You need to prepare a pitch to convince your CEO and stakeholders as their absolute support is crucial to determine if this idea is going anywhere. Even so, you decide to go ahead, but you can’t have any physical meeting because the world is dealing with a new virus. At this time many of us would have thought that leaving things as they were is the best option to avoid any headaches. That was not what happened with Wayne Grixti, CTO of Air Malta.
Branchspace: branchspace.com
Air Malta: airmalta.com
Social: LinkedIn | Twitter | Facebook | Instagram | YouTube
Like so many travels in the history of the Mediterranean Sea, embarking on the digital journey can be quite a challenge for many companies, and if we add a pandemic in the process it might seem like an impossible mission. Well, that was not the case for Air Malta. The determination this team has shown to make this digital dream come true was an example of how companies should face the many challenges that come in the way.
We had the pleasure to meet two of the members of this airline, Antoine Vella, Head of Digital Commerce at Air Malta, and Stephen Gauci, Head of Corporate Communications at Air Malta. Both are ready to be part of the change coming to the travel industry.
Branchspace: branchspace.com
Air Malta: airmalta.com
Social: LinkedIn | Twitter | Facebook | Instagram | YouTube
Taking airline and travel retail to the next level
David Turton, CTO at Branchspace, describes the Triplake delivery experience - during the pandemic - as a key part of the digital transformation strategy of Air Malta. He explains what Triplake is all about, how this becomes part of the digital transformation strategy, what the delivery really means, the optimisation journey which follows and how it helps to personalise offers and create new revenue streams truly.
Dave also explains how the platform gives control back to the organisation, allowing real-time intervention without intermediates, increasing speed to market and reducing cost. Dave comments "Our goal with Triplake is to give our customers everything out of the box where possible, to allow (our customers) to be in control".
And he describes an exciting roadmap and vision for Triplake, from loyalty integration and a b2b platform to real-time dynamic personalisation with the help of machine learning. All of this in the course of 2022.
How Branchspace can help travel stakeholders with their digital transformation? Everyone is a bit different, one for all does not work. "We are willing to start the journey absolutely anywhere", says Dave.
Do you want to learn more or have specific questions? Please contact us at info@branchspace.com.
Ursula Silling and Carl Michel talk about travel in the post-pandemic era, the impact of changing customer behaviour, digital and personalised experiences, more conscious travel decisions, sustainability and what it means different modes of travel and transport.
Some key thoughts and questions tackled include: The habit of repeat purchase is lost, as most aviation and travel stakeholders are not used to engaging their customers beyond the travel experience. Will people be ready to pay more for sourcing local food or more sustainable products? Will people feel guilty to fly and avoid medium and long-haul traffic more? How will the latest innovations to fly more sustainably develop? What share of business travel is going to be replaced with virtual meetings.
Loyalty, personalisation and customer experience will become more important, as how to engage customers beyond the travel experience. How to tackle skill gaps and how to get the right people in terms of digital, true retailing and customer engagement. And how to deal with the ever more dynamic behaviour and a real-time - everything, everywhere, now - world. How to differentiate and achieve stickiness.
In this episode by Branchspace, Radoslav Dutkovski and Ursula Silling talk about the latest trends in customer behaviour and how this affects loyalty and retail strategies for aviation and travel. Trends from retailers and hospitality including Starbucks, Nike, McDonald's and Accor Hotels do influence customer expectations as much as does more environmental awareness.
Radek and Ursula also discuss organisational design and the importance of a holistic approach as some of the critical success factors. New approaches to loyalty and optional services. Customer loyalty is determined by their experience and the ability to travel their way.
Ursula Silling, CEO at Branchspace, asks Martin Gauss, CEO at Air Baltic, about his recipe for success.
The conversation covers topics such as how Air Baltic manages to keep innovation going, why can Air Baltic claim to be the greenest airline, how did Martin manage to convince staff to become a Covid Free company, other innovations as well as Martin as a person and his perspective on the future of the aviation industry. Martin has been CEO at Air Baltic for more than 10 years. He plans for an IPO for Air Baltic post pandemic.
Innovation is part of the Air Baltic DNA. Next to the 100% vaccination company there have been many others. In 2014, Air Baltic already built on the Blockchain advantage and introduced bitcoin as a payment method. In 2012 they had a vision for a new modern and sustainable fleet and see the positive impact now with the implementation, with latest aircraft from Airbus.
The outlook for the future of aviation? Martin is convinced that 2019 levels will come back once there will be more stability in terms of the Covid impact. But customers will think more about travel and take more conscious decisions, and the mix of customers and reasons for travel will change and be more biased towards leisure travel, continuing the current trend.
This audio was recorded at the Branchspace booth at the Aviation Festival in London on December 1, 2021. Air Baltic is the Latvian national carrier. In 2008, Air Baltic changed its operating model from a point-to-point carrier to a network airline making Riga a connecting hub. The airline offers low-fare tickets in its network spanning Europe, Scandinavia, Russia, CIS and the Middle East. The prices are competitive not only with other airlines, but also with the prices of bus, car, train or ferry travel. Tickets are available not only for direct but also for transfer flights. Their values cover three key areas: delivery, customer care and sustainability, growth.
Branchspace: branchspace.com
Social LinkedIn | Twitter | Facebook | Instagram | YouTube
David Turton, Branchspace's CTO, and Radu Iliescu, Director of Consulting Services discuss why airlines should be more data-driven.
Website: branchspace.com