Michael Stalter, Head of Business Development Amadeus Rail & Ground Travel is talking about the power of technology when it comes to accomplish customer experience within the railway industry. Customer must be at the centre and digitalisation is helping to reach all customer touchpoints. User Design Experience plays an important role when it comes to improving customer loyalty and profitability.

1. Michael Stalter
Head of Business Development Amadeus
Rail & Ground Travel
Customer
experience
How can technology
empower customer experience?
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2. The basis for developing a Customer Experience vision is listening to the Voice of the
Customer across the customer journey, bringing the customers’ perspective into focus
2
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Customer experience at the centre
Listen
Interpret
React
Monitor

3. 3
The new digitalised customer journey
Multiple distribution channels expands the number of choices available for the travelers
The 21st digital century traveller is choosing the most convenient mode of available transport, using
multiple distribution channels and devices
Plan
Purchase
Departure
Trip
Return
Next trip
Visibility Simplicity/trustful
Information accessibility
Provide ancillary services
Feedback / follow up
Planning…
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AWARENESS
CONSIDERATION
PURCHASE
SERVICE
LOYALTY

4. 97% of consumers’ purchasing decisions
were influenced by on an online
experience, and 89% would switch to a
competitor if their experience is poor.
4
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How can UX increase your customer loyalty?
Great User Experience (UX) drives Customer Loyalty
*Forrester, Customer Satisfaction
CUSTOMER
EXPERIENCE

5. How can technology
enhance the customer
experience and loyalty?
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6. ©2016AmadeusITGroupanditsaffiliatesandsubsidiaries
Personalisation
Offering your customers a service when and in the way they want to receive it

7. 7
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Artificial Intelligence (AI)
The impact on travel distribution: the next entry point for the customer

8. 8
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Open Data
Harnessing the power of collaboration to offer a more intuitive customer experience

9. 9
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Collaborative Economy
Active listening and engagement: leading to customer loyalty

10. 10
Customer must be the centre of
everything we do
Technology is a powerful enabler of
customer experience
Experience design maximises
customer loyalty and profitability
©2016AmadeusITGroupanditsaffiliatesandsubsidiaries
Key takeaways

11. Thank you!
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