How the Internet-of-Things is transforming travel (Part 2)

Tim Sherwood, vice president of Mobile Segment Strategy at Tata Communications, continues on his examination of the positive benefits of IoT on the aviation sector
Technology, Smart, Smart Tech, Operations, Airlines, Airports, Customer Experience, Internet of Things, IoT

In part one of this topic, I looked at how the Internet-of-Things (IoT) could bring change to the travel industry. This could be accomplished through a variety of ways, such as through competitive services into new geographies, as well as helping flight crews operate more efficiently.

In part two of this discussion, I will look at two other key areas where IoT can enable a business to have a greater business impact.

Aiding the delivery of world-class customer experiences

The Internet-of-Things doesn’t just let travel companies give customers a seamless experience. All partners in the supply chain can get involved too.

Imagine an integrated travel package, involving airlines, ground transportation, hotels, insurance companies, all linked to a seamless customer experience.

The IoT removes the manual intervention to make a seamless experience both possible and considerably
more efficient.

Let’s take the example of a baggage handling team at a busy airport.

If you give them the ability to access real-time information about missing luggage, not only will they be able to operate more efficiently, they will also be able to introduce transparency into the delivery chain.
In addition to supporting this key partner, the business would also be able to assist in enhancing customer engagement and loyalty.

To make a success of an integrated supply chain, organisations need to provide a consistent experience across different channels and platforms.

Additionally, they will need to adopt a connected communications system, which will help not only avoid information silos but also grants the ability to scale solutions as demand fluctuates.

Critical for all of this is to invest in an IT infrastructure that supports both the new services, along with the added capabilities.

Minimising and reducing the impact of security risks

As businesses invest in digital business services, they also potentially increase their exposure to malicious hacking and cyber-crime.

Addressing potential security vulnerabilities is crucial to ensure that a digital transformation programme won’t expose the business, as well as its commercial supply chain partners to security threats.

Minimising risk isn’t just about securing data and applications against external threats. It is also critical to ensure service continuity and near-zero business disruption to avoid disruption to customers’ travel arrangements.

Sound risky? It’s not as risky as avoiding the digital transformation altogether — and being left behind.
In terms of device and cloud connectivity, businesses need to access the IoT data over a secure, private network and ensure effective asset and policy control.

Robust security services will protect the business from a range of cyber threats, but a secure mobile connectivity environment provides an extra layer of security for data to keep travellers and reputations safe.

A journey to somewhere new

To expand into new markets and across borders, travel companies need to take a global view, where a global network infrastructure, with global connectivity options, becomes an integral foundation for a digital transformation programme.

For those organisations equipped with the right tools and support from technology partners, the opportunities to enhance their business and gain global market share are significant.

Manage the associated business risks well, and those opportunities could be outstanding.

Deploying Internet-of-Things as part of a global digital transformation strategy can optimise productivity, maximise efficiency and enhance the customer experience.

Now that’s a trip worth taking.

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