Servicing in modern retailing is a value chain business
September saw the release of a new episode of the Modern Airline Retailing - the Tangibles webinar series, under the title Servicing - dispelling the myths and embracing the opportunities.
The webinar approached this area of critical importance to customer satisfaction through a balanced mix of complementary perspectives, representative of key links in the airline retailing value chain: the airline, the TMC and technology partner, as well as the corporate travel manager and end-customer.
American Airlines' Director, Airline Retailing Technology Anthony Rader, Spotnana's VP Strategy & Partnerships Johnny Thorsen, and TechnipFMC's Corporate Travel Manager Ginny Roelant joined IATA's Director Distribution Yanik Hoyles and Head of Implementation Shaunelle Harris Drake, to examine how servicing can be deployed efficiently, even in a world of NDC fulfilled with legacy artifacts. They also provided a reality check on the enhancements that are yet to take place as the industry transitions to 100% Offers and Orders.
Aside from dispelling some of the misconceptions around servicing effectiveness in NDC, the expert panel also demonstrated the vital role that value chain collaboration and partnerships play in unlocking the full potential both of seamless servicing and the successful evolution of the airline distribution landscape.
