Travel providers could improve the consumer travel experience by implementing NCR Corporation's Customer Experience Consulting Services, said Jeanice Koronowski, NCR Professional Services senior partner for travel. She said in a press release that NCR consultants can help the travel industry speed up check-in and check-out times, learn to better streamline passenger flow, deploy interactive-digital signage for way-finding functionality, lower costs and increase up-sell and cross-sell revenues.
Consultants can also teach staff how to promote retail and restaurant concessions through targeted online, mobile and kiosk communications, and digital couponing is delivered as part of the new services.
"Consumers want more control over how, when and where they interact with travel providers," Koronowski said. "NCR Customer Experience Consulting Services can help meet this demand for a seamless and personalized travel experience through an astute use of innovative self-service technologies and business processes. This not only helps increase passenger loyalty levels but also boosts revenues through increased up-sell and cross-selling."
Koronowski also said in the press release that NCR consultants have experience in self-service design, human factors, cognitive engineering, user-interface design, consumer psychology, industrial engineering and eMarketing. Engagements include providing gap analysis and benchmarking process. Forward-looking plans to improve the passenger experience while maximizing existing technology investments are then delivered to travel providers.
Passenger levels should double globally by 2025, according to Airports Council International, which means airports are becoming increasingly congested. Koronowski said travel providers offering converged online, mobile and kiosk self-service solutions allow their consumers to complete tasks more quickly and easily. For example, NCR recommends the best layout for check-in kiosks.
According to the press release, non-aeronautical revenues account for nearly half of airports' income. Airports stand to make significant gains from revenue share agreements with retail concessions if they can help to improve the shopping experience for consumers.
NCR re-accommodation software and workflow consultancy also help airports and airlines plan for delays and cancellations as effectively as possible, according to the press release.
NCR will showcase the consulting services, targeted to airports, airlines, hotels and car-rental companies, March 29-31 in Copenhagen, Denmark, at the Passenger Terminal Expo.