Trip Planners
18 Jul

The Customer has Arrived

At the beginning of the month I ran the first of my Genesys Happiest Minds Executive Series seminars in partnership with Happiest Minds. The idea is that we will hold regular seminars exploring the most topical and pressing digital transformation issues that are concerning us in today’s travel industry.
03 Dec


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.
18 Nov

Get in touch with your customer

you want to provide to the customer the customer would like to receive. Examining these ‘moments of truth’ will identify gaps between the experience the customer desires and the one actually received. It is these moments of truth that give the customer an opportunity to form (or change) his/her impression about your business.
Travel Agent Cartoon
02 Jun

It’s Personal

I was chairing Travel Distribution Summit Europe 2014 the week before last. Over the two days, we covered a lot of very topical topics such as OTAs vs direct reservations, metasearch, mobile, social media and more. It was a very good conference with a high calibre of speakers from many different sectors of travel. However, it left me thinking that there is one area of travel that technology has yet to tackle well.
Vi  Big Data  Graphic V3 Low
17 Feb

Big Data? Act Small

Big data can unlock significant value by making information more transparent and usable. As organisations create and store more transactional data in digital form, they can collect more accurate and detailed information to help make better management decisions. Big data allows ever-narrower segmentation of customers and therefore much more precisely tailored products or services.