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HCL Technologies

Single View of Customer (SVOC) for the Airlines Industry

Single View of Customer (SVOC) for the Airlines Industry

In today’s competitive landscape, airlines are striving to improve traveler experience. In the era of aggressive digitization, customers are empowered with high-end smartphones through which they can access data related to seat availability, fares, and location in real-time.

Although airlines leverage mobile technology to ensure a seamless flying experience, they witness a number of challenges including disjointed customer interactions across channels and lack of agility due to legacy systems. Massive customer data, generated by the airlines, remains underutilized owing to siloed systems.

The Single View of Customer (SVOC) Framework aids in creating comprehensive customer profiles, which can be used to frame a personalized approach. Carriers can adopt a holistic model to easily identify various touch points and opportunities that can bolster the customer experience. Airline carriers can also leverage SVOC to provide a meaningful impact to the bottom-line and generate ancillary revenues.

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