Speaker Biograghy: As an Industry Consultant in the Travel & Transportation Global Practice at SAS, Lee Ann focuses on driving the success of SAS Solutions and Analytics to travel and transportation companies around the world. She has almost 25 years' experience supporting travel and transportation customers with analytical solutions. She started her career at American Airlines and continued this airline focus while consulting for Sabre Airline Solutions. She has helped airline companies in Europe, Asia-Pacific and Africa with pricing and distribution strategies. She has also worked in transportation, supporting the North American freight rail industry while consulting for Railinc, the railroad industry’s resource for IT and information services, supporting business processes and providing business intelligence to railroads and rail equipment owners. Lee Ann has an undergraduate degree in Economics from Stanford University as well as an MBA from the Darden Graduate School of Business at the University of Virginia.


Day 2 - 15 March
Session: Customer Service & Passenger Experience

17:05 - 17:30 - Customer experiences: valued or profitable – can it be win-win?
Synopsis: Providing your passengers with relevant and satisfying customer experiences requires that you manage a series of complex processes: capturing a variety of data from different systems, appending information from social media and mobile devices, and capturing physical and digital interactions contextually. Bringing together this fragmented data provides better customer insight, which enables better integrated decisions by your marketing, operations and customer service teams to support the customer journey. This in turn allows you to deliver customer experiences that are relevant to the customer and profitable to your company.

Audience will learn:

• Aggregating historical customer touchpoints gives a forensic understanding of the customer, leading to the ability to better predict customer behaviour
• Companies waste time and resources analysing each channel in isolation, rather than optimising over the entire cross-channel customer journey
• Ensuring seamless passenger experiences includes enriching the physical experience with digital intelligence and capturing physical experiences in the digital world
• Customer experiences that are relevant and satisfying and profitable to deliver are possible if you enable with analytics