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OOSD systems can boost annual airline revenues by 3-6%: Accenture
Representative Image Amid growing customer demand for seamless, personalized booking experiences, most airlines remain stuck in outdated distribution models. As a result, they risk losing billions of dollars in potential lost revenue. That’s according to a new report from Accenture, “In the Retail-Led Future of Airlines, the Sky's the Limit.” The research, leveraging insights from 300+ airline executives, 3,000 travellers, and proprietary framework shows that adopting Offer, Order, Settle, and Deliver (OOSD) systems can boost annual airline revenues by 3-6%, thereby unlocking billions in untapped value for the industry. Emily Weiss, senior managing director and global travel industry lead, Accenture, said: "Air travel should feel as effortless as shopping from your favorite brand—personalized, seamless, intuitive and enjoyable. Today’s travellers don’t just want to book a flight; they want an experience tailored to their needs … the perfect seat, a meal they love, a smooth transition through the airport. The best airlines will think and act more like retailers— using data to anticipate what customers want and build the capabilities to offer it at just the right moment. That’s how airlines will not only create and retain loyal travellers but also unlock new ways to grow and stand out in a competitive market.” However, slow adoption of new distribution and retailing models means many airlines are leaving money on the table. It also highlights a widening gap between traveller expectations and airline offerings, as well as the financial and operational risks for airlines that fail to adapt. Among other the key findings: Customers choosing online travel agencies (OTAs) over airlines: While airlines have long relied on traditional ticket sales and loyalty programs, today’s travelers expect personalized, seamless, and flexible booking experiences—a shift that has fueled the rise of OTAs and alternative travel platforms. Despite the introduction of New Distribution Capability (NDC) in 2012, adoption remains slow and fragmented, causing airlines to miss out on significant revenue uplift and customer retention opportunities. 71% of travellers prefer booking through OTAs rather than directly with airlines, citing ease of use, better deals, and bundled pricing. Airlines are losing control over direct customer relationships and missing opportunities for upselling and personalized engagement. Taking a retail-led approach, could deliver in billions in additional revenue: Research shows a $14 billion untapped revenue opportunity highlighting the industry’s potential to optimize payment processes, enhance integrations and improve overall efficiency. Industry lagging: Direct-to-consumer pricing, dynamic bundling, and personalized offers—already standard in e-commerce industry—are underutilized in aviation. Barriers to adoption: The slow transition to modern retailing models is attributed to several factors: Technological Constraints: 32% of airline executives identify outdated technology systems as a primary obstacle. Skill Gaps: 29% point to a lack of necessary workforce skills to implement and manage new retailing approaches. Data Quality Issues: 20% highlight challenges with data quality, impeding effective personalization and dynamic pricing strategies. Leadership Mindset: Notably, only 1% of executives consider leadership mindset a barrier, suggesting a potential underestimation of the cultural shift required for successful transformation.
Accenture partners with Air France-KLM
Accenture is collaborating with Air France-KLM to transform and migrate the airline group’s existing digital applications to the cloud, moving away from its three proprietary data centers. The transition will enhance all operational functions across the organization, including passenger transport, cargo services and aircraft maintenance. This multi-year initiative aims to provide the airline group with increased agility, adapting the availability of resources in real time to ensure greater business resilience through cloud, data and AI, including generative AI (gen AI). As part of this work, Accenture and Air France-KLM have defined a common operating model with a governance process, allowing Accenture to co-lead the whole initiative. Together, they have established a cloud migration factory that uses predefined processes and reusable templates, enabling the simultaneous migration and transformation of Air France-KLM's existing applications in the cloud. This industrialized approach, combined with strong quality and delivery standards, has already led to the deployment of 350 applications with a high success rate, thereby fulfilling an ambitious delivery roadmap and allowing for a faster time-to-market of the applications. The transformation has made a positive impact on Air France-KLM’s operations by providing increased resilience. This new cloud infrastructure enables the airline group to access information in real time, supporting data-driven decision-making and stronger collaboration. This infrastructure was put to the test on the occasion of a recent sales campaign in France and the Netherlands during which the scalability of the cloud provided quick access to a large number of resources. “Together with Air France-KLM, we are building resilience and new growth opportunities by harnessing the power of cloud and gen AI,” said Sabine Bechelani, managing director for Travel and client account lead at Accenture. “This collaboration underscores our ability to help clients establish the digital core needed to successfully compete in the operationally complex and highly competitive market of air travel. As a result, we are enabling our clients to thrive and innovate with speed, efficiency and access to information.” “This collaboration represents a significant milestone in our ongoing digital transformation,” said Pierre-Olivier Bandet, Executive Vice President Information Systems, Air France-KLM. “By leveraging cloud and AI, we can build more flexible and efficient operations that enhance agility and performance across the organization. Our work with Accenture will help us unlock new opportunities to streamline processes, optimize decision-making, and leverage data to continuously improve the travel experience for millions of customers.”
Pulse of Change 2025 survey: Accenture
Representative Image Accenture just launched this Pulse of Change 2025 survey on the sidelines of World Economic Forum. The survey of 3450 C-suite leaders in 20 countries and nearly 22 industries, provides a timely snapshot into many industry leaders’ (including travel, airlines and transport) views on AI adoption, investments, preparedness and evolving workforce dynamics. Given below is travel specific data What’s on the minds of travel C-suite leaders now? Below insights are for C Suite executives (survey respondents) from travel, airlines and transport industry: Anticipated Change and Investment: Compared to the change experienced in 2024, 74% of travel industry leaders expect a higher level of change in 2025. 87% of respondents plan to increase their investments in generative AI, with 21% aiming for a substantial increase (of 20% or more). Primary Drivers of Investment in gen AI: Travel industry leaders are 3x more likely to be increasing investment in gen AI to capitalize on advancements in the technology (25%) compared to improving workforce skills (8%). 25% of respondents are driven by the desire to capitalize on technological advancements. 21% are motivated by the need to maintain a competitive edge. Challenges and Preparedness: For travel C Suite leaders, the most significant challenge is the limitation with data or technology infrastructure, affecting 31% of respondents. Despite these challenges, 82% of respondents now see a greater potential for business impact from their experience with generative AI over the past year. Workforce Readiness: 94% of all travel leaders surveyed said their organizations have revised their talent strategies to address developments in the AI economy such as generative AI. 95% of respondents believe their workforce has the foundational training needed to use these technologies effectively, with training programs covering key concepts, risk management, and AI tool usage. Deployment and Impact: By 2025, 57% of travel organizations expect to have generative AI solutions in production and at scale. Focus areas for these investments include IT (55%), engineering, manufacturing, and production (33%), customer service (29%), and sustainability (34%).
Generative AI can redefine customer experiences: Accenture
Representative Image Accenture just launched research – which reveals that almost one in 7 (66%) travellers said they’re dissatisfied with the planning options available to them today. Booking is by far the most complicated stage of a journey for travellers (48%). Today, it still tends to be a highly siloed process, as arranging each part of an overall trip—hotels, flights, activities, restaurants, and car rentals—requires separate payment and reservation processes. In the report they focus on how generative AI (gen AI) can remove the friction that travellers currently experience. Other key Findings include: Almost two-thirds (64%) of the travellers say that lack of bundling options to create a seamlessly connected trip is their biggest challenge. 97% of travellers want a travel “superapp”. They want something that will offer one-stop, integrated access to a whole range of travel-related services, including personalized, inspirational destination ideas, flights, dining and everything in between. But 61% of travellers also say that they find navigating apps and websites complex. And 56% say that the lack of options for customization or filtering content adds to the time required to make a decision and, in some cases, prevents them from making a decision at all.
Amadeus to work with Microsoft and Accenture developing new Generative-AI-powered integrations for corporate travel
As part of its ongoing partnerships strategy, Amadeus announced it is working with Microsoft and Accenture to develop new AI-powered integrations between its travel and expense platform Cytric Easy and Microsoft 365. Accenture, together with Avanade, is working with Amadeus to develop and pilot the travel assistant. Integrated with Amadeus’ Cytric Easy platform, the assistant will align travelers’ preferences with employers’ policies for a more efficient and cost-effective experience. The generative AI-powered interactive assistant will leverage Microsoft technologies, including GPT models from Azure Open AI Service, Microsoft 365 and Teams, to assist corporate travelers with elements of their journey (from planning, booking and pre-departure, through to the trip and post-trip). In a conversational style, the chatbot will ask for clarifications and make suggestions to propose the most appropriate travel or travel itinerary options. Rudy Daniello, Executive Vice President, Amadeus Cytric Solutions, said: “The new Generative AI-powered chatbot will offer an enhanced way to book business travel, moving from a standard sequential display with predetermined filters to a dynamic, interactive conversational interface powered by ChatGPT. When fully realized, business travelers will be able to book trips with even greater ease, saving time.” “Accenture’s collaboration with Amadeus and Microsoft accelerates the integration of generative AI-powered solutions in the travel industry, driving innovation and reinvention. Cytric Easy offers the corporate travel world new levels of efficiency, personalization and control whilst transforming the entire experience for the traveler,” said Miguel Flecha, managing director at Accenture, and account lead for AmadeusIn addition, Amadeus is working with Microsoft on a new plugin for Microsoft 365. Copilot, which brings the power of next-generation AI to Microsoft's workplace productivity tool. Currently in development, the Cytric Easy plugin for Microsoft 365 Copilot aims to make it easy for colleagues to quickly match and book travel itineraries in a single, sophisticated workflow within Microsoft 365 using natural language prompts. This integration aims to further streamline the travel journey to deliver an intelligent, and contextually aware end-user experience. Feliz Montpellier, General Manager, Global Partners, Microsoft said, "We are at an extraordinary moment in the technology landscape, where AI is reshaping industries like travel and transforming how we work. Through expanded integrations between Microsoft and Amadeus, we will create more value for corporations and much more personalized and productive experiences for travelers.” The collaboration is part of a wider vision to transform business travel, as well as ensuring that the generative AI solutions can be responsibly built and scaled globally. The three technology leaders are combining to create hyper-personalized and hyper-contextualized journeys, designed to drive maximum value from each trip, within Microsoft 365 and Teams. By drawing on Amadeus’ unrivalled knowledge of the travel ecosystem and harnessing Cytric’s content and knowledge of the traveler as well as information on corporate booking policies and preferences, these new AI-powered tools aim to make the business travel booking experience more intuitive, driving both business efficiency and employee satisfaction.
“Resilient Consumer” is emerging in travel, states Accenture
Amid an era of volatility “The Resilient Consumer” is adapting to change, Accenture Survey finds. The majority (85%) of consumers believe they are currently living with uncertainty, with more than half (52%) expecting this to last for more than 12 months, according to new research from Accenture, the latest in a series of consumer surveys that Accenture has been conducting to test the pulse of consumer outlook and sentiment since the start of the pandemic. This is bringing about an “Era of Volatility”, where an ongoing state of uncertainty is spurring people to change behaviors suddenly, and, often in, unexpected or contradictory ways. “The Resilient Consumer” The survey — of more than 10,000 consumers in 16 countries — found that despite lasting uncertainty, the “resilient consumer” emerging and adjusting to continued disruption by seeking out ways to protect and control what’s important to them. In addition, many appear bullish about their financial situation, with almost three-quarters (73%) of consumers expecting their disposable income will stay the same or improve in the next 12 months. Jill Standish, senior managing director and global lead for Accenture’s Retail industry practice, said, “To succeed in this market, retailers and brands should not overgeneralize when it comes to examining the drivers of consumer behavior. Instead, they need to understand the nuances of the consumer as an individual — pay close attention to data and analytics — and use that insight to offer the right product and the right experience at the right price in the right places on the right channels.” Resilient spend categories A strong indication of consumer resilience is their intention to spend more. When asked how their expected spend will change over the next six to 12 months, respondents said they plan to spend more across eight out of 15 categories – in areas such as leisure travel and wellness (e.g., Self-care) – compared to six categories in 2022. And, after several years of enforced pandemic-related travel restrictions, consumers were reminded that travel is more than a trip away. It’s about human connection. After a year of strong growth for the travel industry, 71% of consumers plan to sustain or increase their current spending on leisure travel in the next year, even while limiting spending across most discretionary categories. In the next year, eight in 10 (78%) of consumers are planning leisure travel – and half (50%) are planning two or more leisure trips. This signals that consumers still see travel as an essential part of their lives. Emily Weiss, senior managing director and global lead for Accenture’s Travel industry practice, said, “As they focus on capturing this buoyant desire to travel and driving growth through customer acquisition, travel companies know they need to put the traveler front and center and tailor offerings for distinct types of consumers. This means working beyond traditional silos and considering their entire journey by using technology to better connect all customer touchpoints. It is about personalization at scale, maximizing the value of micro-moments, meeting guests where they are instead of trying to dictate their path – for example, having the insight to know whether they are looking for self-service or direct contact and then meeting those needs.” Companies must anticipate and proactively prepare for sharp and sudden shifts A separate Accenture macroeconomic analysis warns that the persistence of inflation, high interest rates, and growing income and employment uncertainty, could further test the resilience of consumer spending in the coming months. The consumer pulse survey highlights that consumers with resilience are not naïve about the state of the world. More than half (56%) expect the coming years to be a struggle, and 68% are more cautious about the decisions they make these days. Even so, 44% say that challenges in recent years have created opportunities for them, and 61% are trying new experiences or adopting new habits to improve their lives. “People are demonstrating a resilient mindset and ability to deal with adversity, withstand shocks, and adapt to continued uncertainty. Now, retailers and brands must do the same,” Standish said. “It means taking a holistic view of the consumer and committing to a continuous strategy of reinvention that allows them to quickly adapt and accelerate as disruptions and crises arise over time. Creating dynamic data-driven pricing strategies, targeted marketing, and loyalty programs, and stress-testing the P&L against different spending slowdown scenarios, are just some of the ways companies can get ahead of the market.” Resilient consumers, resilient values The latest survey supports Accenture’s previous findings that even during times of economic and financial uncertainty, the environment still matters to consumers. Following concern for the national economy, which is top of the list for consumers (66%), the environment comes in second (63%), ahead of concern for personal finances (56%). The survey also shows a large proportion of consumers (83%) have increased sustainable shopping behaviors in the last 12 months, such as only buying what they need, taking their own bags to the store, buying better quality goods that will last longer, repairing or upcycling what they have, and buying reusable or refillable products. Oliver Wright, senior managing director and global lead for Accenture’s Consumer Goods & Services industry practice, said, “There’s no greater challenge facing the consumer industries, than how to manage the transition to future consumption. While permanently moving the needle on sustainability remains a complex challenge, the opportunity is there. The focus needs to be on reinvention with tangible action to advance the sustainability agenda. It means paying close attention to evolving and multifaceted consumption habits to help people do better by the environment regardless of their motivations for doing so. Above all, it calls for extraordinary levels of collaboration, commitment, and consumer engagement — not to mention technology and business innovation — to drive growth that is better for brands and crucially, better for the planet.” While the survey identified continued consumer concern for the environment and increased sustainable shopping habits, it also found that the majority (81%) of consumers feel they have less control over their environmental footprint compared to pre-pandemic. In response, consumer-facing companies must develop offerings that address a combination of buyer values — economic, personal, sustainability – not a trade-off of one over the other. A separate Accenture study, “Our Human Moment” cautions a relevancy gap is emerging between the way organizations think they should encourage people to be sustainable and the way people themselves define, connect and act sustainability. The gap is so wide, that three in five people don’t strongly relate to the idea of living sustainably. Only by taking a broader view to sustainability – as part of continuous reinvention of the business – can companies adapt to consumers’ evolving needs and priorities through offering the most relevant brands, products, or services.
Conference programme and speakers announced for the Business Travel Show Asia Pacific
It’s all systems go for the first-ever Business Travel Show Asia Pacific at the Marina Bay Sands, Singapore. Scheduled for the 16th and 17th April, the Business Travel Show’s organisers released additional details regarding its dynamic conference programme today, 7th April. Along with key industrial insights, discussions will revolve around AI and the impact of automation on contemporary business travel; sustainability and managing carbon footprints; and risk management strategies. Confirmed speakers as of press time are as follows: Kenric Koh, Assoc, Director APJ Travel, Meetings, Card, Fleet Category Lead – Organon Stas Melnikov, Associate Partner – McKinsey & Company Bianca Garrad, Corporate Contacts, Senior Specialist – Perenti Group Adeline Kang, Director JCAP Operations, Travel Meetings Card & Fleeet – MSD International Priyanka Jahkmola, Global Travel Lead – Accenture Shaik Abid, International Travel Manager – Adobe Richard Hancock, Regional Director APAC – Crisis24 Bee Lian, Regional Travel Manager – Align Tech Cheryl Anne Neo, Regional Travel Manager – London Stock Exchange Group Elvin Lee, Regional Travel Manager APJ – Service Now Victor Lim, Travel Leader, Global Meetings & Travel – Ingka Group (IKEA) Kerri Homann, Travel Manager – Rheinmetall Adriana Nainggol, Travel Manager, APAC – Autodesk Kishore Rames, Travel Program Manager Asia Pacific, Middle East & Africa – NOV Alex Giles, Travel Risk Assessment Officer - UNSW This comprehensive conference programme was curated to inspire, educate and support the development of the rapidly growing corporate travel sector both within Asia Pacific and worldwide, delivering an unprecedented and unparalleled agenda of insights for the region. Business Travel Show Asia Pacific events director Nelson Khoo remarked: “With the breadth of expertise we have in building and delivering business travel events worldwide we have been committed to building a conference programme that not only addresses the topics and challenges that travel buyers, managers and the supply chain currently face, but more importantly offers the right forum for expert advice and support to empower them to achieve their own ambitions for growth.” Khoo added that the conference agenda is comprehensive but still leaves plenty of time for meetings. He said: “We want to ensure that attendees make the most of their time there and leave with questions answered and advice on how to take the next step to really transform their travel programme.” Something for everyone Over 200 corporate travel buyers and 50 top-tier exhibitors from across the Asia Pacific region, the US, the UK and Europe are set to meet, collaborate and learn over the two-day event. Alongside the conference panel sessions, visitors will also be able to access the following featured sections: Business Travel Innovation Faceoff – showcase of the most exciting companies disrupting and transforming the corporate travel technology landscape. The shortlist of finalists is confirmed as: Acai, Travog, Trip.biz, Zenmer and WegoPro BTN Academy – sessions which offer advice on how to build a successful travel programme BTN Communities sessions – confidential, buyer only sessions that offer the opportunity to learn more about key topics as well as how to optimise small to mid-size travel programmes Networking opportunities to connect with senior decision makers, business leaders and solutions providers Part of the BTN Group which has more than 40 years’ industry expertise developing high-end, conference programmes, Business Travel Show APAC builds on the success of Business Travel Show Europe, the leading event for European corporate travel professionals held annually in London for over 30 years. Business Travel Show APAC will run alongside The Meetings Show Asia Pacific, which launched at Marina Bay Sands last year to great success. Corporate travel buyers, procurement managers responsible for corporate travel and meetings planners are invited to attend the event for free, subject to qualifications, while non-exhibiting suppliers may purchase tickets.
Radisson Resort Whitefield Bengaluru to open with 150 keys in Q1 2028
The signing of Radisson Resort Whitefield Bengaluru underscores the Group’s dedication to strengthening its foothold in the vibrant city, which serves as a crucial gateway to Southern India. Scheduled to open in Q1 2028, the new resort will be a key MICE destination and further enhance RHG’s presence in this metro. Featuring 150 well-appointed rooms and suites, Radisson Resort Whitefield Bengaluru will redefine hospitality in the region by providing a unique blend of business and leisure amenities after opening its doors in Q1 2028. The hotel will feature an array of dining options, including a specialty restaurant, a stylish bar and a coffee lounge. Guests can also enjoy state-of-the-art wellness facilities such as a gym, swimming pool and a luxurious spa. The resort will cater to corporate and social events with a spacious ballroom, four versatile meeting rooms and an outdoor lawn, making it an ideal venue for MICE and social gatherings. This hotel will be located in the bustling micro market of Whitefield which resonates with the overall economic make of the city. “As we continue to strengthen our presence in key destinations across India, the signing of Radisson Resort Whitefield Bengaluru is a major step in our expansion plans. This signing underscores our commitment to strategically expanding in metros like Bengaluru, where the demand for premium accommodation continues to rise. Whitefield's thriving business hub and its emerging leisure appeal create the perfect setting for us to deliver an exceptional and upscale resort experience in this dynamic micro-market. As the fastest-growing upscale brand globally and in India, Radisson is uniquely positioned to meet the diverse needs of this micro-market," said Nikhil Sharma, Managing Director and Area Senior Vice President, South Asia, Radisson Hotel Group. Conveniently located in the Whitefield district, one of the fastest-developing hotel micro-markets in the country, the resort will benefit from its proximity to major tech hubs, upscale residential townships, and entertainment zones. Whitefield is home to several global technology giants, including Capgemini, IBM, Accenture, Hewlett Packard, GE Healthcare and TCS, making it a prime destination for corporate travelers and leisure seekers. The resort’s strategic position also ensures connectivity to Bengaluru's Kempegowda International Airport. "The signing of Radisson Resort Whitefield aligns with our vision to expand strategically across key Tier 1 markets in India. Bengaluru is a focus hub for our strategic growth in South India, where we are committed to capitalizing on the growing demand for quality hospitality. With our recent signings and openings in cities such as Vellore, Thrissur, Chennai, Calicut, and Ooty, we are ready to support and enhance the region’s growth," said Davashish Srivastava, Senior Director, Development South Asia, Radisson Hotel Group. "We are excited to partner with Radisson Hotel Group to bring the Radisson brand to Whitefield. This unique development will elevate Bengaluru’s hospitality landscape by offering an upscale resort experience within the city limits. We are confident that Radisson Resort Whitefield Bengaluru will become the preferred choice for travelers seeking a balance of business and leisure," said Mahesh Narayanappa Ramesh, Chief Executive Officer, Sai Leela Hospitality Private Limited. Radisson Hotel Group continues to command a leading presence in the Indian market and is one of the country’s largest international hotel operators with over 194 hotels in operation and development. It continues to be the largest hotel operator in a tier-1 market like Delhi NCR, while over 50% of its portfolio is in tier-2 and 3 markets. With hotels in over 114 destinations across India, Radisson Hotel Group has properties located within a four-hour drive of each other.
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