WNS’ Post

Last week I had the good fortune to represent Tata Consultancy Services at the #MegaEvent2024 - #Airlines Loyalty and Ancillary Conference, and connect with several industry stalwarts. Made more exciting as it allowed me to revisit my home city, Calgary, after 7 years! So much seemed to have changed on the ground, as it has in the 𝘴𝘬𝘪𝘦𝘴. The evolution of airline loyalty programs and ancillaries, for one, which was the focus area of discussion. Rightly so, given its solid contribution to airline revenues in a low margin industry (the loyalty and ancillary revenue share was significantly greater than the estimated $27.4 B industry net profits in 2023). Digital customers today expect much more and, clearly, we have many more opportunities to engage them and earn their loyalty. Thank you Michael Smith for presenting me with the opportunity to evaluate innovative products in the Lion's Den, and for having me on the panel, to share my thoughts on airline retailing alongside industry luminary Jay Sorensen. It was interesting to note how some of the common themes that emerged across all the sessions converged on my point of view on the current state of airline retailing- the transactional nature of customer relationships, the potential for personalization, and the need for simplicity in customer interactions. While airlines have leveraged early technology adoption to expand distribution, legacy technology continues to hamper the ability to offer dynamic and personalized products and services, unlike modern retailers. Though advancements like NDC and dynamic pricing are steps forward, they only partially solve the problem. True retail-readiness requires full end-to-end capabilities, necessitating a redesign of the core order management within airline Passenger Service Systems (PSS). Modernizing this infrastructure will enable airlines to craft more purposeful experiences, deliver contextualized offers, and simplify the booking process for customers. I look forward to more such events and discussions. Sowmya Rajagopalan Akash Bhadani Varsha Makharia #Airlines #AirlineRetailing #NDC #OneOrder #Loyalty #Ancillary #Digital #Innovation With the Lion’s Den winners below. Congratulations!

Building sustainable revenue streams despite economic headwinds is the mark of a true industry leader. With analytics-led innovation and personalization, #TravRev, a core pillar of WNS TRAVOGUE, helps #travel and #hospitality businesses accelerate earnings by diversifying and optimizing revenues across multiple areas. Discover how more: https://bit.ly/LAS2_L #WNS #TheFutureOfTravel #TravelIndustry #DigitalTransformation

The stakes have definitely been raised for travel and hospitality brands to provide frictionless digital enabled journeys from end to end. The next phase for operators is finding how to differentiate those experiences and provide value.

Everest Group's Service Provider Compass™ – Global Services Delivery from Mexico offers data-backed research to understand the market standing of key providers in the Customer Experience Management (CXM) and Information Technology – Application Development and Maintenance (IT-ADM) services delivery market. Parameters considered include: ⚡Scale and delivery footprint ⚡Brand perception ⚡Workforce profile Service providers featured in the report include Accenture Alorica Atento Atos Capgemini Cognizant Concentrix Webhelp Conduent DXC Technology Encora Inc. Endava EPAM Systems Foundever Genpact GlobalLogic Globant HCLTech IBM Infosys Konecta NEORIS NTT DATA Persistent Systems Qualfon ResultsCX Softtek Stefanini Group Sutherland TaskUs Tata Consultancy Services Tech Mahindra Teleperformance TTEC Wipro Wizeline Read on: https://okt.to/kytENO

Discover how Aeromexico soared to new heights with #CloudTransformation, enhancing agility and competitiveness. Explore how Infosys empowered them to deliver superior customer experiences. bit.ly/3UuUOpi #InfosysCobalt

Amazing what Deep Domain knowledge and Power of Cloud can achieve together.

Thinking outside of the box. Taking time to reflect about the changing TMC landscape. Working out - together with the client - where to head to. Partnering with Atriis Technologies is one example.

What can be a paradigm shift in airport hospitality services industry? Perhaps an unified digital marketplace that can seamlessly connect the business ecosystem and drive growth while enhancing traveler experience. Learn how TCS and AWS enabled a leader in the industry with an accelerated entry into the global market. Find out more at https://lnkd.in/d_V6Tw_H #AWSPartners #YourCloudYourJourney

Downloading this white paper from Teleperformance to learn more about the evolving airline sector and how digital transformation is crucial to improve operations and the traveler experience: https://lnkd.in/d64-FSBW  #Proud2beTP #TPBeInspired Teleperformance #Proud2beTP #TPBeInspired Teleperformance

Southwest Airlines announced today during its "Channel of Choice Summit" that it has connected (or will soon connect, as the case may be) directly with AmTrav and Spotnana. In recent years, Southwest has implemented full-fledged EDIFACT connections with Sabre Corporation, Amadeus, and Travelport featuring access to their "everyday low fares" and functionality that is similar to their network carrier competitors in the United States. Though Southwest states firmly that they do not offer full content via the #GDSs, Garner understands their GDS content offering is viewed by most as very robust vis-a-vis their direct connect option (known as "Southwest Partner Services" or "SPS"). Southwest also reiterated that they have plans to implement SAP Concur's TripLink product on its southwest.com website "soon." For now, we view these announcements as something to watch but not tremendously impactful in the near term. Southwest continues to expand the channel choices it makes available to its #corporatetravel customers, but to date has not attempted to steer channel choice with material content differentiation between them.