Corporate Blog

Airports have always played a significant role in the travel industry. The focus of airports has been on offering exceptional customer experience to travellers through best-in-class infrastructure. When the COVID-19 pandemic hit in 2020, the world was drawn to a standstill. Flights were cancelled, airports wore deserted looks, and there was curiosity about how the aviation industry would make a comeback. The world is now returning to normalcy after the pandemic, and so are the airports. Is there a future direction for airports, and what does it mean for travellers? This conversation with Priyo...

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...