AI and big data converge to improve your airport customer experience
2AI and big data converge to improve your airport customer experience.
Did you know airports are just as worried about competing for your business as everyone else? Next time you walk through an airport terminal, think about all the systems and processes swirling around you, or could potentially swirl around you, intended to improve your experience there. If you were the CIO or IT director of the facility, what would be the focus of your efforts?
Imagine all the tech possibilities with Chicago O'Hare.
The airport customer experience happens at two levels - either delivered by the airline or by the airport itself. With evolving technology based upon artificial intelligence and data from the Internet of Things, airports are poised to dramatically increase their delivery of more satisfying customer experiences. At least, let's hope.
I had the opportunity to sit down and with Mark Gamble, senior director of product marketing for analytics at OpenText at the vendor's confab earlier this year, to discuss the possibilities. Gamble, who has been focused on employing technology to make customer experiences more engaging, is working with a large Asian airport, helping it to leverage cognitive analytics to deliver a more satisfying experience to transiting passengers.