Customer is ready. Are you?

Wipro’s webinar on building a resilient future for travel agencies focused on how they should draw up a blueprint to bring about their digital transformation.

Jyoti Mayal, President, TAAI

It’s very easy for a tech-savvy person to say that technology is available – you just have to take it, it’s so easy. It’s not! For someone who doesn’t know or understand technology, using it requires learning. And to take that first step, travel agents need help. We work more on relationships in the travel industry in India. To transition to using technology will require time and effort. It’s also a factor of cost and choosing the right product for the agent. But now is the time to adapt because we will be starting from ground zero.

Amit Madhan, President & Group Head, IT & eBusiness, Thomas Cook India

I believe that there is no behavioural change that is required in a customer. And that is because it has already
happened. There is a lot of technology available but you have to be creative in using it. Just look around you; there is so much innovation happening in everyday life. In future, you will have many different solutions similar to what you have in the iOS environment. You will have Apps that will be suitable for some travel agencies and not others. This isn’t a time for optimisation but looking at a new way of doing things.

Peyush Agarwal, Managing Director, Designit

Technology can be intimidating but it is totally worth it. One thing that agencies should look at is service design. Reimagine how a service is rendered into the world and what is needed to interact with the customer as well as at the back-end. This pandemic has put into perspective how services need to run. It’s no longer enough to give information. Agents need to ask what is the value proposition they bring to the client; how can they use their professional relationship to connect a chain of service for clients.

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