Faster check-ins, more efficient passenger flows in-terminal and additional revenues for the travel industry are all part of NCR’s new Customer Experience Consultancy services
Copenhagen –NCR Corporation (NYSE: NCR) today launched its new range of Customer Experience Consulting Services that are designed to help companies improve the travel experience for consumers by speeding up check-in and check-out times, while streamlining passenger flows, lowering costs and increasing up-sell and cross-sell revenues for travel enterprises. The new services – targeted at airports, airlines, hotels, car rental and coach firms – are being showcased at Passenger Terminal Expo, March 29-31, onbooth #7000.
Key practice areas include helping airlines and airports to enable the maximum number of passengers to using self-service online, mobile and kiosk check-in services. At the same time NCR focuses on streamlining passenger flows in airport terminal buildings, including the bag tag and drop facilities, and provide consultancy on the use of interactive digital signage for wayfinding.
NCR also provides recommendations on how to up-sell and cross-sell ancillary services, such as in-flight meals. Consultancy on how to promote retail and restaurant concessions through targeted online, mobile and kiosk communications and digital couponing is also delivered as part of the new services.
NCR’s consultants have deep domain experience in self-service design, human factors, cognitive engineering, user interface design, consumer psychology, industrial engineering and eMarketing. Engagements include providing detailed gap analysis and benchmarking process. Forward-looking plans to improve the passenger experience while maximizing existing technology investments are then delivered to travel providers.
Jeanice Koronowski, NCR Professional Services senior partner for travel, said, “Consumers want more control over how, when and where they interact with travel providers. 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.”
With passenger levels set to double globally by 2025 according to Airports Council International, airports are becoming increasingly congested. By using new converged online, mobile and kiosk self-service solutions, consumers can carry out tasks such as checking in for their flights and obtaining their boarding passes more quickly and easily. For example, NCR recommends the best layout for common use self check-in kiosks, which are shared by a number of airlines, at curbside and interior locations.
Airports have sound business reasons to meet consumers’ desire to queue less and shop more at airports. The global airport retail market is set to grow by more than 60 percent to $44.1 billion by 2015 according to Verdict, an analyst group. It is the best performing retail segment in the industry.
Already 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. This is in addition to approaches to optimize passenger wayfinding within the airport terminal as well as retail promotions and transactions.
NCR re-accommodation software and workflow consultancy also helps airports and airlines plan for delays and cancellations as effectively as possible. This is already a serious issue today due to capacity, staffing, equipment and adverse weather issues. According to Eurocontrol, which manages European airspace, one in two trips will be at risk of delay or cancellation by 2030.
When it comes to the traveler’s destination, NCR even makes it easier to pick up rental cars, buy coach tickets or check-in to a hotel using self-service solutions. With these new Customer Experience Consultancy services NCR is continuing to innovate with and for its travel customers to deliver an exceptional passenger experience.
About NCR Corporation
NCR Corporation (NYSE: NCR) is a global technology company leading how the world connects, interacts and transacts with business. NCR’s assisted- and self-service solutions and comprehensive support services address the needs of retail, financial, travel, healthcare, hospitality, entertainment, gaming and public sector organizations in more than 100 countries. NCR (www.ncr.com) is headquartered in Duluth, Georgia.
NCR is a trademark of NCR Corporation in the United States and other countries.
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