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Balaji Bashyam

Industry Advisor, Travel and logistics, TCS

Amanda Davis

Director - Customer Experience Transformation, Consulting and Service Integration (C&SI), TCS


  • Customer preferences have witnessed structural changes. Customers now want to feel valued, and they expect a digitally oriented experience.
  • Travel companies have, however, achieved only incremental benefits through their investments in customer experience, hampered as they are by structural challenges.
  • Exponential improvements in customer experience are only possible if they adopt a comprehensive, customer-centric design approach and fix structural issues while embracing new technology paradigms.