{"id":639504,"date":"2024-01-04T12:26:08","date_gmt":"2024-01-04T12:26:08","guid":{"rendered":"https:\/\/www.capgemini.com\/gb-en\/?p=639504"},"modified":"2025-09-25T14:36:11","modified_gmt":"2025-09-25T14:36:11","slug":"listen-understand-and-build-a-relationship-with-your-passengers-to-improve-their-customer-experience","status":"publish","type":"post","link":"https:\/\/www.capgemini.com\/gb-en\/insights\/expert-perspectives\/listen-understand-and-build-a-relationship-with-your-passengers-to-improve-their-customer-experience\/","title":{"rendered":"Listen, understand, and build a relationship with your passengers to improve their customer experience"},"content":{"rendered":"\n<header class=\"wp-block-cg-blocks-hero-blogs header-hero-blogs\"><div class=\"container\"><div class=\"hero-blogs\"><div class=\"hero-blogs-content-wrapper\"><div class=\"row\"><div class=\"col-12\"><div class=\"header-title\"><h1>Listen, understand, and build a relationship with your passengers to improve their customer experience<\/h1><\/div><\/div><\/div><\/div><div class=\"hero-blogs-bottom\"><div class=\"header-author\"><div class=\"author-img\"><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2022\/05\/dominic_small-3.jpg?w=200&amp;quality=10\" alt=\"\" loading=\"lazy\"\/><\/div><div class=\"author-name-date\"><h5 class=\"author-name\">Dominic Corrigan<\/h5><h5 class=\"blog-date\">Jan 4, 2024<\/h5><\/div><\/div><div class=\"brand-image\"><\/div><\/div><\/div><\/div><\/header>\n\n\n\n<section class=\"wp-block-cg-blocks-intro-para undefined section section--intro\"><div class=\"intro-para\"><div class=\"container\"><div class=\"row\"><div class=\"col-12 col-md-1\"><nav class=\"article-social\"><ul class=\"social-nav\"><li class=\"ip-order-fb\"><a href=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https:\/\/www.capgemini.com\/gb-en\/insights\/expert-perspectives\/listen-understand-and-build-a-relationship-with-your-passengers-to-improve-their-customer-experience\/\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-fb\"><\/i><span class=\"sr-only\">Facebook<\/span><\/a><\/li><li class=\"ip-order-li\"><a href=\"https:\/\/www.linkedin.com\/sharing\/share-offsite\/?url=https:\/\/www.capgemini.com\/gb-en\/insights\/expert-perspectives\/listen-understand-and-build-a-relationship-with-your-passengers-to-improve-their-customer-experience\/\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><span class=\"sr-only\">Linkedin<\/span><\/a><\/li><\/ul><\/nav><\/div><div class=\"col-12 col-md-11 col-lg-10\"><h2 class=\"intro-para-title\">In the lead-up to our February \u2018Smoothing the way to frictionless travel\u2019 event, we\u2019re unpacking the hot topics, challenges, and opportunities in the travel and transport industry today. Here, Dominic Corrigan a Director in our CX practice explores the pain points of fragmented passenger experiences and makes his suggestions for how to start listening to and better serving your customers.<\/h2><\/div><\/div><\/div><\/div><\/section>\n\n\n\n<section class=\"wp-block-cg-blocks-group undefined section section--article-content\"><div class=\"article-main-content\"><div class=\"container\"><div class=\"row\"><div class=\"col-12 col-md-11 col-lg-10 offset-md-1 offset-lg-1\"><div class=\"article-text article-quote-text\">\n<h2 class=\"wp-block-heading\" id=\"h-fragmentation-frustration-and-failing-your-customers\">Fragmentation, frustration, and failing your customers <\/h2>\n\n\n\n<p>Consider the touchpoints of the average holidaymaker&#8217;s journey. Before they even step out of their house, they can experience the travel aggregator, the hotel booking service, the public transport ticket hub, the taxi booking service, the airport parking service, booking an airport lounge, and much more. Once the day arrives and they\u2019re on their way, their overall customer experience is made up of the individual physical experiences with each of those touchpoints.<\/p>\n\n\n\n<p>Owning that whole experience is hard for any one organisation and it\u2019s frustratingly fragmented, because not all parties in the customer\u2019s journey are cooperating. Typically, there is no flow of data between different partners \u2013 for example passengers\u2019 flight details shared with the train company, or their train times shared with the taxi rank \u2013 and so each one competes for the same piece of information in an attempt to own the customer.<\/p>\n\n\n\n<p>Not only does this increase fragmentation, but it also contributes to the rollercoaster of emotions that come with travelling. Many travellers find taking a trip quite stressful, at different points in the process, and when things go wrong with one service, the customer\u2019s plan tends to completely fall apart and it\u2019s down to them alone to get it back on track. It\u2019s nerve-wracking, confusing, and depletes the entire experience, regardless of how well the journey was going beforehand or does afterwards.<\/p>\n\n\n\n<p>And what doesn\u2019t help this is that many businesses in the sector aren\u2019t listening well enough to those customers. <\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-with-old-challenges-come-new-opportunities\">With old challenges come new opportunities\u2026 <\/h2>\n\n\n\n<p><strong>Better communication <\/strong><\/p>\n\n\n\n<p>In the age of communication, new ways to reach out and contact your customers appear every day. New technologies like generative AI can be used to make it easier to communicate with customer services by enabling the agents to become more efficient or even answer the question in real time. Combatting the fact that not all passengers will speak the same language as the operator providing their travel, it can also help with translation; providing ways for passengers to communicate in their own language with various providers.<\/p>\n\n\n\n<p><strong>Financial opportunities <\/strong><\/p>\n\n\n\n<p>By not being passenger-centric, many businesses are missing out on lucrative opportunities to sell the right products to their customers at a time when their moods and wallets are open.<\/p>\n\n\n\n<p>Capgemini recently signed a new four-year deal with Heathrow airport to provide DevOps support for its extensive technology estate. Working with the UK\u2019s largest and busiest airport, we will assist to deliver a bespoke and streamlined airport experience for passengers, by offering up a supplier marketplace that has been curated to display the most appropriate products and services.<\/p>\n\n\n\n<p>We\u2019ll continue to provide development and support of existing products and services such as Reserve &amp; Collect shopping, Parking &amp; Services, Customer Service and 24\/7 Level 2 support \u2013 which is a continuation of the work started by Capgemini and Salesforce in 2018 to deliver Heathrow\u2019s commercial digital vision. But we\u2019ll also be working with Salesforce to introduce a greater level of personalisation to the passenger experience using Salesforce Data Cloud and Marketing Cloud to better utilise customer data and analytics.<\/p>\n\n\n\n<p>And we\u2019ll be assisting Heathrow in re-launching its VIP service which offers bespoke solutions to high profile travellers.<\/p>\n\n\n\n<p><strong>Collaboration and cooperation for customer experience<\/strong><\/p>\n\n\n\n<p>Instead of competing for information in a fragmented data landscape, why not acknowledge that the passenger is both party\u2019s customer? If, as an industry, we get our heads together to ask how we can make the synergy between us better, it will improve passenger experience across the board \u2013 removing friction and opening the door for the two opportunities above.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-how-can-businesses-grasp-these-opportunities\">How can businesses grasp these opportunities? <\/h2>\n\n\n\n<p>First, it\u2019s crucial to understand the customer and what role your business plays in their journey. When working with Heathrow, we know the customer\u2019s journey starts when they begin thinking about the trip \u2013 weeks, months, maybe even years before they take an action. Circling back to the journey we discussed at the top of this article, what happens before they turn up at the airport? What happens when they come back from the trip? Start thinking about the interim journey and how that passenger may be thinking and feeling in each of those moments. Then ask yourself: how can I fit into that experience in a seamless and friendly way? How can I actively remove the points of friction?<\/p>\n\n\n\n<p>How do you do it? By listening to your customers. We recommend turning to user research to find out why and how your users want to interact with you. If they don\u2019t want to pick up the phone, would they talk to a bot? Experiment, try something out, listen to your customers using sentiment analysis or social media analysis, then assess it.<\/p>\n\n\n\n<p>With all of this comes data and it\u2019s vital. If you aren\u2019t already, start building a relationship with your customer and explore new ways to do so. The more data you have, the better experience you can provide. The better experience you provide, the more willing the customer will be to share their data with you because they can see the advantage. It\u2019s a win\/win.<\/p>\n\n\n\n<p>Be clear on the value of digital and data. If you structure the business case and narrative well, we can help you measure the success of your investment. Instead of seeing the benefits of digital as \u201cthis shiny new app looks nice\u201d, we can drill down into the value digital is giving you back. How is it moving the needle on customer satisfaction and revenue? By how many minutes have you slashed passenger delays? And what did those things cost you operationally before the investment in digital? Yes, you may need to raise the cost of capital to invest in building capabilities that help you sort your data into information, but what you get is higher operational resilience capacities, increased customer satisfaction, and the ability to keep driving results from your investments.<\/p>\n\n\n\n<p><em>Key to meeting any challenge head-on, however, is to unite as an industry and start sharing. We believe there is a great opportunity for the industry to collaborate, think and reflect with like-minded peers focusing on some key opportunities facing the industry including: sustainability, customer experience, multi-modal transport, intelligent industry, and 5G.<\/em><\/p>\n\n\n\n<p>You have the opportunity to explore these industry themes at our exclusive breakfast workshop on Thursday 1st February 8am \u2013 12pm.<\/p>\n\n\n\n<p>Click <a href=\"https:\/\/www.capgemini.com\/gb-en\/news\/events\/smoothing-the-way-to-frictionless-travel\/\">here<\/a> to register now as spaces are limited!<\/p>\n<\/div><\/div><\/div><\/div><\/div><\/section>\n\n\n\n<section class=\"section section--expert-slider wrapper-people-slider wp-block-cg-blocks-wrapper-people-slider undefined\"><div class=\"container\"><div class=\"content-title\"><\/div><\/div><div class=\"slider slider-boxed\"><div class=\"container\"><div class=\"slider-window\"><div class=\"slider-list\">\t\t<div class=\"slide\">\n\t\t\t<div class=\"box\">\n\t\t\t\t<div class=\"row\">\n\t\t\t\t\t<div class=\"col-md-6 col-lg-4 box-img-wrapper\">\n\t\t\t\t\t\t<img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2022\/05\/dominic_small-3.jpg\" alt=\"Dominic Corrigan\"\/>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div class=\"col-md-6 col-lg-8 box-inner\">\n\t\t\t\t\t\t<div class=\"row title-social-media-header\">\n\t\t\t\t\t\t\t<div class=\"col-md-12 col-lg-6 mbl-social-icon\">\n\t\t\t\t\t\t\t\t<ul class=\"social-nav\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<li>\n\t\t\t\t\t\t\t\t\t\t\t<a class=\"subnav-button--form\" href=\"javascript:void(0)\" aria-label=\"contact us\" data-bs-toggle=\"modal\" data-bs-target=\"#WPB31080786_14e1_458e_a431_37e9fc80b5f1\" data-bs-expert-title=\"1\">\n\t\t\t\t\t\t\t\t\t\t\t\t<i aria-hidden=\"true\" class=\"ico-form\"><\/i>\n\t\t\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"col-md-12 col-lg-6 box-container\">\n\t\t\t\t\t\t\t\t<div class=\"box-title\">\n\t\t\t\t\t\t\t\t\t<h3 class=\"people-profile-title\">Dominic Corrigan<\/h3>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span>Engagement Director<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"col-md-12 col-lg-6 social-box-container dkt-social-icon\">\n\t\t\t\t\t\t\t\t<ul class=\"social-nav\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"people-info\">Dominic is a widely-experienced digital leader who works to deeply understand his client\u2019s business, challenges and opportunities. Results-orientated with a passion for building better user experiences and a proven track record of success within a wide range of sectors. Heading up the Immersive Experiences offer in the UK. Building new capabilities and delivering transformative user experiences. Dominic has delivered a number of transformational, strategic programmes for a varied range of clients and is experienced in environments with challenging technology, time-scale and stakeholder issues. Dominic has held a number of senior delivery and account ownership roles focused on building digital experiences to transform clients\u2019 businesses.<\/div>\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div><\/div><\/div><div class=\"slider-nav\"><button class=\"slider-prev inactive\" aria-label=\"Slider-previous\" tabindex=\"-1\"><\/button><ul class=\"slider-paginator\"><\/ul><button class=\"slider-next\" aria-label=\"Slider-next\"><\/button><\/div><\/div><\/section>\n","protected":false},"excerpt":{"rendered":"<p>In the lead-up to our February \u2018Smoothing the way to frictionless travel\u2019 event, we\u2019re unpacking the hot topics, challenges, and opportunities in the travel and transport industry today.<\/p>\n","protected":false},"author":189,"featured_media":639797,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"cg_dt_proposed_to":[],"cg_seo_hreflang_relations":"[]","cg_seo_canonical_relation":"","cg_seo_hreflang_x_default_relation":"{\"uuid\":\"8b71081f-e99a-4c42-bbea-b33c395c9a6e\",\"blogId\":\"\",\"domain\":\"\",\"sitePath\":\"\",\"postLink\":\"\",\"postId\":null,\"isSaved\":true,\"isCrossLink\":false,\"hasCrossLink\":false}","cg_dt_approved_content":true,"cg_dt_mandatory_content":false,"cg_dt_notes":"","cg_dg_source_changed":false,"cg_dt_link_disabled":false,"_yoast_wpseo_primary_brand":"30","_jetpack_memberships_contains_paid_content":false,"footnotes":"","featured_focal_points":""},"categories":[3],"tags":[233,223,17,257],"brand":[30],"service":[],"industry":[],"partners":[],"blog-topic":[394],"content-group":[],"class_list":["post-639504","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-innovation","tag-digital","tag-healthcare","tag-innovation","tag-life-sciences","brand-capgemini","blog-topic-innovation"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v22.8 (Yoast SEO v22.8) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Customer experience:smoothing the way to frictionless travel event.<\/title>\n<meta name=\"description\" content=\"Smoothing the way to frictionless travel event. 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