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Looking Ahead

REIMAGINING THE TRAVEL EXPERIENCE

New digital technologies, changing travel patterns and innovative product types are just a few of the forces driving new growth in the travel ecosystem.

HOSPITALITY IN THE DIGITAL ERA


Across-the-board transformation is disrupting travel and hospitality industries.

Get ready for a future of chatbot services, expanded loyalty ecosystems and tech-driven guest experiences—along with new competition from nontraditional contenders.

At Cognizant, our years of global experience supporting leading companies like Delta, Orbitz and Travelport give us a unique digital perspective about what’s best for your business.

TRAVEL & HOSPITALITY

Transavia: Flight Search Chatbot Leads to Improved Customer Insights and Bookings

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    The Challenge

    Competing in a digital world requires connecting with customers on their preferred technology via their favorite platforms. Today, this means mobile devices and messenger platforms. Among mobile users who expect to instantly interact with not only each other but also their favorite businesses, chat is quickly becoming the communication method of choice.

    Messenger platforms like WhatsApp, WeChat and Facebook Messenger are growing rapidly. So, too, is a wide range of cognitive services that enables smart services to be built within these platforms. This combination provides new and unique opportunities to leverage messaging as a service platform fueled by smart bots.


    Our Approach

    One company to see an enormous shift to chat apps in its customers’ usage patterns is Transavia, part of Air France-KLM in Europe. As a result, the company needed to find new ways to serve this growing customer base. It also wanted to use more than just a human interface in the solution. Mirabeau, a Cognizant Digital Business, also recognized this shift and began creating conversational interfaces and exploring bot technology.

    Mirabeau designed and built a bot that helps people find the best possible flight through Facebook Messenger. It leveraged Transavia’s business knowledge and Mirabeau’s experience with customer insights and design as well as its technical expertise. This know-how also permitted quick system adjustments and improvements to be deployed during development.

    Digital Tool of Choice Drives Airline Growth

    Transavia recognized the importance of leveraging the most innovative digital technology to remain relevant. The airline knew that the sooner it integrated chat technology, the more prepared it would be when text-based tools take over as the industry standard.

    It took mere weeks to complete the initial “Transavia Flight Search” concept, and customers began buying flights shortly thereafter. The solution’s real-time feedback and analytics functions mean customers benefit from immediate system improvements. This digital innovation also keeps Transavia a step ahead of the competition.

    Deploy in weeks

    accelerate time to market and time to value

    Chatbot channel

    leverage digital tool of choice

    Real-time dialogue

    ensure direct access to customer interaction habits

    Analytics data

    machine learning for real-time system improvement

SEGMENTS WE SERVE

REAL ESTATE & PROPERTY SERVICES

Transform real estate services and deliver real value to your customers with our innovative solutions and deep industry expertise.

RESTAURANTS & FOOD SERVICES

Strengthen your brand and engage your guests in new ways by working with a leader in the restaurants and food service industry.

TRAVEL INTERMEDIARIES

Our team has years of experience with Global Distribution System (GDS) platforms as well as Retail and Online Travel companies.

TRAVEL SUPPLIERS

Cognizant is a top service provider to the entire Travel Ribbon, serving airlines, hotel operators and vacation ownerships, rental cars and cruise lines.

Travel & Retail: Exploiting Synergies to Boost Performance

Digital renewal provides the travel and retail sectors with a unique ability to collaborate to build more personal and immersive experiences that enhance loyalty at reduced cost..

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CONSULTING & SOLUTIONS

Trust Cognizant to deliver consulting and solutions tailored to the business and technology challenges all travel and hospitality companies face.

  • PlanRight
    PlanRight

    A forecasting and planning solution that helps the restaurant industry build a highly accurate inventory and sales forecast, thereby reducing wastage and increasing productivity.

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  • Store Support and Service Desk CoE

    With customers enjoying an abundance of choices and business pressures intensifying on measures like same-store sales, stores need to resolve POS and back-of-house support issues fast so they can focus their time on helping customers and generating revenue. Our Store Support and Service Desk CoE supports stores and franchises in their technology and business needs in an effective and measurable manner to provide a seamless customer experience.

  • OrderServ – Omnichannel Ordering Solution

    Our customizable technology platform provides an omnichannel, seamless e-commerce experience that integrates orders with every aspect of your enterprise—from the restaurant POS to the kitchen management system to the enterprise systems that track sales and transactions. OrderServ can support you in building strong loyalty programs with targeted offers and rewards, by leveraging advanced analytics tools.    

    LEARN MORE

LATEST THINKING

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TAKE THE FIRST STEP

Serving customers by looking forward as well as back is a big promise, but the power of today's new digital capabilities is vast and growing.

 Let's talk about how digital can work for your business.

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