Corporate Blog

Airline contact centers are in a pinch. Despite the growth of messaging platforms, chatbots, and dedicated portals, email traffic continues to grow. About 306 billion emails were exchanged every day in 2020, and the volume is expected to climb 4% annually over the next four years. Experienced agents are already struggling to respond to today´s email volumes in a timely manner. And for every email that gets responded, the chain only grows with follow-up queries, pushing agents into a vicious circle. Eventually, fulfilling service level agreements is at risk, while customer satisfaction plummets...

As airlines continue to adapt to cope with rapidly changing market conditions and business needs spurred by the pandemic, the need to accelerate digital transformation is clear. While the cloud is a key component of any technology program, a comprehensive strategy is pivotal to building a resilient and future-proof digital foundation. Yet, many airlines still struggle with their cloud journeys and are not maximizing full value extraction. The processing power and cost advantages of shifting from a physical server landscape to a cloud-based architecture are clear. But to fully leverage the clou...

Tell us a bit about your role and what you enjoy  I lead the Enabling Transformation practice for the Consulting and Digital Transformation Strategic Business Unit. We provide business change management services to our customers. We work with the user community in our customers' organizations to ensure they are excited about the change and become competent in using our products to manage their business. While the Consulting and Technology teams manage business process re-engineering and software rollout, we manage the people dimension of the change for our customers. I find helping people...

You're all set to go on your trip only to arrive at the airport to find out that your flight has been delayed, or even worse – canceled! Whether that affects getting to a business meeting on time or enjoying a vacation, disruptions are a huge source of frustration for travelers and stress for airline staff. Regardless of the reason, wouldn´t you expect a swift and holistic response to the problem? Before the pandemic, irregular operations (IROPS) cost around US$60 billion for airlines every year. But financial indicators and customer impact aren´t the only factors at play when a disruption str...

Since we began operating in 1947, Panama has grown to become the "Hub of the Americas." Pre-pandemic, Copa Airlines flew to 75 destinations across 31 countries, positioning itself as a strategic connector between North, Central, and South America. With on-time performance consistently above 90%, we rank amongst the best in the world and are honored to have been recognized by Cirium as the most on-time airline in Latin America for seven years in a row. On-time performance is a critical indicator and cost factor in airline operations. It also has a direct impact on the passenger experience. Many...