Big Data Buzz Travel Talks

Customer Experience Challenges Facing The Travel Industry

Business Lounge November 18, 2016 7:45 pm - 8:15 pm

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Mark Lenahan

Prior to starting an independent consulting business this year, Mark Lenahan was Head of Product Strategy for OpenJaw Technologies. In this talk Mark examines three of the biggest challenges in customer experience for the travel industry.
* Customer Knowledge – how little data those responsible for customer experience actually have.
* The moment of truth – how delays impact all participants in the customer journey.
* Lifetime value – why airlines and travel companies need to think beyond the next sale to survive.