Today’s App Is Tomorrow’s Virtual Concierge
Spokane, Wash., September 21, 2012: Half of U.S. consumers currently use a smartphone, and according to ABI Research, the average person will download 37 apps in 2012 alone. With an increasing number of apps entering the market (and a projected decline in the number of apps people will download on the horizon), cutting through the noise is imperative – particularly in the travel space.
“This is a pivotal time for airlines – the expectations of travelers are shifting,” said Mitch Lawrence, executive vice president of sales and marketing for Next IT, leading provider of Intelligent Virtual Assistants. “To stay relevant, airlines need to rethink how they interact with customers and what technologies and services they can offer.”
One organization committed to ensuring airlines have the tools and insight they need to adapt is the Worldwide Airline Customer Relations Association (WACRA). WACRA is dedicated to encouraging the exchange of ideas and methods to improve customer service. The organization cooperates with and acts as a liaison to the Air Transport Association (ATA) and International Air Transport Association (IATA).
Lawrence is presenting at the WACRA’s annual conference September 23 – 26, 2012 in Kuala Lumpur, Malaysia. His presentation, “Today’s App Is Tomorrow’s Virtual Concierge,” will shine a light on airlines’ opportunity to connect with travelers online, beyond the point of purchase.
“Travelers rely on their smartphones to book tickets, check-in for flights and improve their overall travel experience,” said Lawrence. “Why make the user accomplish all of those tasks through different apps and mobile websites? Airlines are in a great position to give their customers a one-stop shop option – by leveraging the power of conversational technology, airlines can become the focal point for the entire travel experience.”