Sydney Nova Scotia
17 May
2016

Telling the customer where to go

 Do you remember the story from 2009 of the flying Dutchman? He was looking forward to visiting his family in Wollongong and Tallong, just South of Sydney. Accompanied by his 15 year old grandson, they departed Amsterdam and after a change of planes at Halifax, finally touched down in Sydney. I guess they might have been surprised at how short the journey was as they had arrived in Sydney, Nova Scotia, not Australia. They had booked flights to the wrong place.
Read More
Genesys Dt Logo
11 Apr
2016

Genesys Digital Transformation

 I founded Genesys over 21 years ago. Back then, the Internet and the digital world that we know today were simply unheard of. It was 1994. By then there were just around 2750 websites but the web had yet to be adopted commercially. (Today there are over 1 billion sites.)
Read More
Crystalball
16 Mar
2016

Predicting Disruption

 Disruption is the buzzword of our times. It is being powered by forward-thinking entrepreneurs who have the vision and tenacity to make their dreams come true.
Read More
Ye Olde Tripadvisor
17 Feb
2016

Has TripAdvisor peaked?

 TripAdvisor is the largest travel site on Earth. Its statistics are staggering. In Q3 2015, it reported reaching 350 million unique monthly visitors. It has more than 290 million reviews and opinions, covering more than 5.3 million accommodations, restaurants, and attractions.
Read More
Floodwindow
12 Jan
2016

The new norm: expect the un-normal

 At this time of year, it is always fun to try and predict what significant happenings are going to take place in the coming twelve months. Thankfully, no one bothers to check back at the end of the year to see how wrong one was! One thing I have been saying for a while is that the new norm is to expect the un-normal and this is not going to change for 2016.
Read More
Rm
03 Dec
2015

RM vs CRM

 I have recently been exposed to revenue management. At the beginning of the month, I attended a Revenue Management and Pricing International (RMAPI) event. Watching the presentations and listening to the speakers, I was astonished at how mathematical RM is.
Read More
Vacation Planning
19 Nov
2015

The Two Ps

 I had a busy few days at World Travel Market at the beginning of this month. On Monday, I was moderating the WTM Travel Innovation Summit in Association with TTI and taking part in an Arabian Travel Market Roundtable. On Tuesday, I was running my Genesys Sessions seminars, non-stop from 10:30 to 17:30.
Read More
Video
12 Oct
2015

Video – Can You Go Viral?

 The world is inexorably moving away from broadcast television. In days of old, viewers across the country would sit down together in their tens of millions to watch the most popular TV programmes of the time.
Read More
Am
03 Sep
2015

Is Your Data Secure?

 Did you read the latest Ashley Madison byline? Before the data breach it was “Life is short. Have an affair.” I think it now reads, “Life is going to be shorter when your partner finds out!” Ashley Madison has highlighted just how easily data can be hacked.
Read More
Metasearch
04 Aug
2015

Metasearch under Attack

 You know you are doing a good job when other players in your marketplace start attacking you. So, for example, the Daily Telegraph headline last month, “Courtney Love attacked by anti-Uber protesters in Paris. Singer and former wife of Kurt Cobain claims she would be "safer in Baghdad" after her car is attacked by angry cabbies in Paris.”
Read More