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Missed Connections: What Airlines Don’t Understand About Their Passengers

Missed Connections: What Airlines Don’t Understand About Their Passengers

Jul 27, 2017

Customer-experience management is supposed to be advanced in the travel industry, but the data says otherwise.

In an age of the personalized customer experience, it’s astounding that even premium brands struggle to deliver a smooth, joined-up service. Air travel is a good example. Why is it that, with all the decision-supporting data available to them, airlines so commonly fail to get the basics right? A recent industry survey found that more than two-thirds of passengers experiencing a delay of two hours of more were dissatisfied with how they were treated. A similarly high number were unhapp...

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Goodbye gridlock: how to keep traffic moving with continuous data replication

Goodbye gridlock: how to keep traffic moving with continuous data replication

Jul 10, 2017

Anyone travelling through a major conurbation at rush hour will know the misery caused by gridlock. It’s bad for blood pressure, for business, and for the environment. So a priority in any Smart Cities project has to be managing traffic flow more intelligently. Live feeds from connected sensors positioned across the urban sprawl, combined with real-time data from vehicles and transportation systems, and historic data about traffic flow and accidents, offer the best chance of beating bottlenecks.

The opportunity hasn’t been lost on local authorities. Cities from Manchester in the UK ...

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Border Control: The Impact Of Brexit On Banks And Their Data

Border Control: The Impact Of Brexit On Banks And Their Data

Jun 27, 2017

Border Control: The Impact Of Brexit On Banks And Their Data

Whatever incentives the UK government might offer to try to keep European and global financial centres in London after Brexit, a number of banks are already looking to relocate to alternative bases within the EU. Even if they don’t ultimately make the break, the prospect of Brexit is forcing them to face up to some tough truths - from how loyal their staff are, to whether their data is portable.

Moving data is a serious undertaking for any sizeable organization. For a bank, it’s particularly daunting. How would they d...

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Active recovery: lessons that must be learned from BA’s disastrous outage

Active recovery: lessons that must be learned from BA’s disastrous outage

Jun 07, 2017

Those puzzling over the cause of British Airways’ recent IT systems failure are missing the point. The real issue is why the airline took so long to get back up and running again.

It’s possible we’ll never know exactly what caused British Airways’ crippling IT outage, which disrupted more than 75,000 passengers around the world late last month.

But that’s a distraction from the real issue. Whether the cause was a power outage, disk failure, human error, out-of-date IT or scheduled maintenance that went awry, the fallout should never have been on such a scale. Outages happen; it...

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Bank battle for innovation and market share needs huge live data crunching

Bank battle for innovation and market share needs huge live data crunching

Jun 05, 2017

From self-service chatbots to faster loan decisions, next-generation banking needs big data to be crunched in real time or it won’t deliver the level of service customers expect.

When there isn’t much else to choose between brands, customer service becomes an important differentiator, and in financial services the situation has become acute. As regulators continue to make it easier for customers to switch providers, financial institutions must spend as much time keeping existing account holders happy as they do wooing new ones. Issuing apps and making it easier for customers to bank...

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