Avsnitt
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For this new season of Airline Voice Radio, we welcome two new hosts. Transformation pioneers and great storytellers Nancy Delgado and Tye Radcliffe take over the mic to explore the road to high-performance retailing by engaging with industry leaders. In this episode, Tye flies solo when he meets with Justin Jovignot, TAP Air Portugal’s Director of Commercial Strategy and Distribution.
Justin Jovignot has recently become the Director of Commercial Strategy and Distribution at TAP Portugal. His appointment brings to bear more than ten years of experience in distribution, product management, digital transformation, and sales.
In this episode, we learn that TAP Portugal's distribution is 100% through the GDS channel. However, the airline has ambitious plans to take control of the offer with NDC and dynamic offers in the near term while striving for full offer and order management in the future.
For Justin, NDC success is measured in terms of adoption, cost savings, revenue generation, and personalization.
Listen to this new episode of Airline Voice Radio to hear how:
NDC aggregators are an essential feature of an NDC strategy as that is where most of the NDC volumes come from today, but the GDS are poised to become challengers.To accelerate the move to NDC, choosing an IT partner that can handle the sheer volume of shopping data is crucial.New and differentiated content, commercials, and product maturity - primarily servicing are essential drivers for travel seller adoption of NDC channels.We have more “Reaching New Heights” podcasts with airline thought leaders coming soon. Keep an eye and ear out for new episodes. Airline Voice Radio is available on your favorite podcast player such as Spotify, Apple Podcasts, and Google Podcasts.
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For this new season of Airline Voice Radio, we welcome two new hosts. Transformation pioneers and great storytellers Nancy Delgado and Tye Radcliffe take over the mic to explore the road to high-performance retailing by engaging with industry leaders. In this first episode, Tye talks to Melissa Skluzacek, easyJet’s Director of Trading and Revenue Management.
Melissa has over 30 years of industry experience and has been with easyJet since January 2020. Her current position is Director of Trading and Revenue Management at the low-cost, UK-based airline. Trading is a British term that speaks to an amplified vision for revenue management. It was that aspect that attracted Melissa to the role.
For a more holistic and collaborative approach to revenue optimization, easyJet's trading team implements the pricing and revenue management strategy. Then the team works with other departments to ensure the revenue needle is moving in the right direction. In Melissa's view:
“Revenue management, digital, merchandising, and distribution are all going to morph into a much more of a combined function."
With easyJet operating in nearly 1,000 routes, its revenue management department works with an enormous amount of information. Using data models is the only way to handle this sheer volume. Melissa’s advice is that before implementing a data model, the airline should decide what the model needs to accomplish and what it can and cannot do. Most importantly, a data model’s output needs to answer a specific business question. Will data models replace revenue analysts? Not according to Melissa. She advises against basing decisions solely on the model's output. Instead, analysts should view the output as a recommendation that they can approve, reject, or influence.
In this episode, Melissa and Tye discuss if:
Combining search data with competitive fare prices and event data will give revenue analysts a more comprehensive market view.Dynamic pricing has huge revenue implications for airlines as it allows them to reach the customer at a more personal level.Revenue management is a niche field with many nuances and requires specific skills that few vendors have.Tune in for more Airline Voice Radio episodes coming soon with insightful airline leaders. Airline Voice Radio is available on your favorite podcast player, such as Spotify, Apple Podcasts, and Google Podcasts.
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Saknas det avsnitt?
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The "Reaching New Heights" series goes down under and sees Accelya's Jim Davidson catching up with Nadine Dawood Morgan, Head of Distribution and Payments in Qantas. Nadine has been with Qantas for 11 years and worked in various marketing and loyalty roles before taking up the Distribution top spot in December 2019.
Nadine is an advocate for communication, collaboration, and engagement to increase NDC adoption. An airline can only create ambassadors to be its advocates outside when distribution has been fully adopted and understood internally. Qantas does this through a companywide educational project to ensure that sections such as sales, revenue management, and loyalty are ready, willing, and able to spread the good word.
“For Qantas, being able to invest in and build the right technology means that we can look after our customers. ONE Order is the innovation that our industry needs and, at its core is a collaboration between all airlines and technology partners. It’s really important and exciting, and also a massive feat", Nadine Dawood Morgan, Qantas.
At times we get so caught up in distribution that we forget that the industry’s objective is to get people traveling and connecting. As part of Qantas’ 100-year celebrations, earlier this year, the airline released its ”I still call Australia home” 2022 campaign to showcase that travel is a fundamental part of Australian, and indeed any, culture.
In this episode, you’ll hear that:
After launching NDC in Australia two years ago, Qantas is making tremendous headway in the rollout of its agency content and just went live in the US, UK, South Africa, and a number of European countries.A solid servicing capability and regular conversations with airline partners can help increase adoption across the board.ONE Order doesn’t mean one airline, and collaboration will once again play a huge part in bringing the industry together and moving towards simplification and better customer engagement.Airline Voice Radio is available on your favorite podcast player such as Spotify, Apple Podcasts, and Google Podcasts. Tune in soon for more "Reaching New Heights" episodes with insightful airline leaders.
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Accelya's Jim Davidson continues the "Reaching New Heights" series with Jiri Marek, Air Serbia’s CEO. The airline is celebrating 95 years in operations this year, making it the world’s eighth oldest carrier.
In a career spanning more than 20 years, Jiri has worked in many airline roles such as sales, distribution, and ancillary revenue. Jiri is a firm believer that distribution needs to transform, but you’ll have to listen to the podcast to see if he thinks a revolution or an evolution would work best.
“There is always value in any business or airline. When you want to transform to something new, it's always better to build on what you already have, and what you already know, rather than completely cutting something out and starting completely new”, Jiri Marek, CEO, Air Serbia.
One of the pandemic’s long-lasting effects is the realization that airlines have to be more flexible and faster to react to opportunities. Air Serbia’s demand changed from the typical winter and summer seasons to more last-minute sales with a reduced booking window of eight to ten days. In this reduced window, 80% of bookings happen in the last eight days; on some routes, this is even reduced to 72 hours. This means that planning becomes short-term, and capacity is adjusted based on a daily review of the booking developments per route.
In this podcast, you’ll hear about:
Disciplines such as revenue management, e-commerce, and ancillary revenue are already benefitting from technology advances. What’s missing is a technological bridge to bring those departments together to give users a better end-to-end retailing experience.Collaboration and best practice sharing will be the key to success in the future for the airline industry.The “new normal” is a quest for stability, but the market will always be volatile and dynamic. That’s why it’s better for airlines to be flexible and nimble rather than hoping for a stability that may never come.Airline Voice Radio is available on your favorite podcast player such as Spotify, Apple Podcasts, and Google Podcasts. Tune in soon to get more insights from airline leaders.
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The "Reaching New Heights" series returns to the airwaves with Accelya CEO Jim Davidson chatting to Birgir Jónsson, CEO at PLAY Airlines. Birgir not only brings many years of international management experience to PLAY, but he also ticked off the “become a rockstar” box and was a professional drummer in one of Iceland’s most famous bands. Now at PLAY, he’s ensuring that the airline performs at its best to give its audience what it wants.
For the first time in an Airline Voice Radio episode, we feature a startup airline to hear about the importance of establishing a solid corporate culture from the offset and how investing in an employee training program will create a structure and team spirit to match the airline’s ambitious growth.
PLAY doesn’t have a legacy system problem but implementing the proper infrastructure combined with scalability and flexibility will ensure that today’s solutions won’t become outdated. This is demonstrated by PLAY’s implementation of Accelya’s Revenue Management solution, which is constantly evolving to meet changing customer needs. The solution also solved the airline’s challenge of having no historical data to forecast demand and make critical pricing decisions.
“When you're a startup, you can really build your technical and IT infrastructure in a way that reduces cost and allows you to react quickly to the environment, especially when it comes to revenue management. It gives you visibility and allows you to move as quickly as you want to move.", Birgir Jónsson, PLAY Airlines.
In this episode, you’ll hear that:
Making the most of Iceland’s unique geographical location, the airline’s business model connects the US to Europe with a stop in Iceland, rather than focusing on the highly competitive European market. The airline increased its workforce from 40 employees in 2021 to over 300 this year and will reach 500 in 2023. PLAY is also focusing on building a robust digital footprint to attract new customers and communicates in a fresh, laid back, and well, Icelandic way.This podcast gives excellent insights into how startups can thrive, even during a pandemic, and is a welcome addition to our “Reaching New Heights” series. Stay tuned for some more inspiring airline leaders that we have planned for future podcasts. We can’t guarantee that they’ll be rockstars, but we’re sure they will leave you asking for an “encore”.
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Accelya CEO, Jim Davidson, starts a new Airline Voice Radio season called “Reaching New Heights” where he invites airline digital leaders to explore retailing transformation from various vantage points to inspire the industry’s journey ahead. In this season premiere, Jim chats with Neil Geurin, Managing Director of Digital Customer Experience and Distribution Strategy at American Airlines.
So, where is American Airlines on its retailing transformation journey? Its starting point is to simplify interactions with the customers to match, and eventually outdo, their purchasing and servicing experience with other successful retailing companies.
“If we keep changing for the better consistently, sooner or later we'll get to a point where we feel really good about what we're offering to customers, and they'll feel good about how they're interacting with us.”, Neil Geurin, American Airlines.
In this episode, you’ll hear that:
The industry has to move with the changing times and develop fresh, new technology that customers want to interact with.When customers get used to technological advances, they can’t and won’t snap back to how things were before the pandemic. After all, who would go back to using a non-smartphone after years of enjoying the latest mobile technology?Outdated technology and complex processes are holding the industry back. Legacy spaghetti is no longer the plat du jour, and airlines are rethinking their sales and servicing processes to simplify them and accelerate the change.We hope you enjoy this first episode in the “Reaching New Heights” season. We have some great airline leaders lined up for future podcasts, so stay tuned.
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Accelya CEO, Jim Davidson, completes this Titans of the Industry series of Airline Voice Radio, where he has been engaging with airline leaders from across the globe.
In this latest episode, Jim talks to Tamur Goudarzi Pour, Chief Commercial Officer at Swiss International Air Lines and Senior Vice President for Channel Management at the Lufthansa Group. Tamur speaks to the necessary transformation journey for Lufthansa Group and the industry, where he notes that the path doesn’t just require NDC. Transformation needs to play out across the value chain, from search and inspiration up to fulfillment. Drawing from a Middle Eastern proverb, he notes that industry transformation will be “only as fast as the slowest camel”.
At Lufthansa, Tamur tells us that the group isn’t resting on its laurels, with a whopping 75% of its customers already having a digital booking experience. The airline group is looking to the B2B sector to achieve 100%.
“How can we prepare for the future and at the same time we have to make decisions now? So actually, we are doubling down on NDC. We're doubling down on the whole offer and order question”, Tamur Goudarzi Pour, Chief Commercial Officer at Swiss International Air Lines and Senior Vice President for Channel Management at the Lufthansa Group.
In this episode, you’ll hear that:
The airline is strengthening its offer and order strategy to prepare for the future.Airlines need an offer and order vision to do retailing the modern way in the interest of the customer.The industry needs to collaborate to show that this is not just a vision but that real customer benefits are on the way.This was the last episode in the special series of Airline Voice Radio. We have a few more surprises up our sleeves, so stay tuned, and we´ll be back very soon.
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Accelya CEO, Jim Davidson, continues his Titans of the Industry series of Airline Voice Radio, where he engages with airline leaders from across the globe.
In this third episode, Jim chats with Julio Toro, Copa Airlines’ Chief Information Officer, about how the lack of openness has restricted innovation and has called for the industry to open up and be brave. After all, is it really better to buy the full suite?
“I’ve even heard a supplier or provider tell me. “Yes, I can integrate, but I won't give you any guarantees it will work anymore”, Julio Toro, CIO, Copa Airlines.
In this episode, you’ll hear that:
Airlines have a new appetite to move forward and do things differently.The lack of openness has stifled innovation from all types of players from new entrants to Big Tech.The industry is moving away from legacy platforms towards Offer and Order management, Settlement, ONE Order, and NDC.We have one more episode left to publish in this special series of Airline Voice Radio, so stay tuned.
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Welcome back to the second podcast in our Titans of the Industry series of Airline Voice Radio, where Accelya’s newly-appointed CEO, Jim Davidson, engages with airline leaders from across the globe.
In this new episode, Jim talks to Juliana Rios, LATAM Airlines’ Chief Information Officer, about overcoming the challenges facing airline commerce. Coming from the finance industry, Juliana brings some fresh thinking to the discussion. We learn that from Juliana’s perspective, the only customer is the one who flies and that the end-to-end customer experience is everything.
“I come from a different type of background, but I think that’s what we need today, right? To bring people together to bring different perspectives to solve the challenges that we are facing and the new challenges that are going to come", Juliana Rios, CIO, LATAM Airlines.
In this episode, you’ll discover that:
Selling is the easy part for airlines, servicing the customer is the challenge.Airlines need to break down silos to create a seamless process for the customer.Technology players need to enter extended relationships with their airline partners for success.Stay tuned for the release of two more episodes in this special series of Airline Voice Radio.
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Welcome to a new series of four podcasts, Titans of the Industry, where we feature our own Jim Davidson in “the studio” with leaders of digital airline commerce.
In this first episode, Jim talks to Amit Khandelwal, who heads up Inventory Management, Distribution, and Revenue Steering at Emirates. Together they explore continuous pricing, controlling the offer, and the importance of industry-wide collaborations. However, the conversation always weaves its way back to putting the customer at the heart of strategy.
Listen to this podcast to hear more about:
The transformational potential of continuous pricing.How to meet the changing needs of the customer.How offers and orders will enable customers to enjoy a “normal retailing experience”.The remaining podcasts from this unique series will be coming soon. Keep an eye (and ear) out for them.
This episode was recorded in October 2021.
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In this episode, report author Henry Harteveldt joins Jim in the studio to discuss the study’s key findings. Listen to this new episode and find out more about:
Why ''airlines should get serious about retailing''The need for airlines to be in control of their destinyHow busting down the organizational silos will help airlines innovate by focusing on action“Let's talk about the little ‘i’ in innovation - you can make small tweaks and have really big gains, particularly on customer-facing initiatives,” Jim Davidson, CPO at Accelya Group, in conversation with Henry Harteveldt.
This interview with Henry Harteveldt was recorded in March 2021.
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In this episode, Jim quizzes Bill on his learnings from the last year, which includes the importance of having a direct relationship with customers and the value that ancillary merchandising brings to the airline's bottom line. We also hear of Bill's plans to bring his retailing and distribution expertise to other airline executives as part of the Accelya team.
Listen to Episode 05 of Airline Voice Radio to learn more about:
The growing importance of solid technology partnerships in the wake of a depleted airline workforceEmerging companies that make it easier for airlines to innovate in the NDC channelsThe 'double-edge sword' of standardization as both an accelerant of and an inhibitor to innovation"I think one of the areas that airlines should be considering is to leverage the standards where they add value, but push the envelope where they think they can ... it is a balancing act. And I think airlines need to weigh it up on a case-by-case basis." Bill Cavendish, Global Business Development at Accelya.
This interview with Bill Cavendish was recorded in March 2021.
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In this Episode, Steve Domin, CEO, and co-founder at Duffel, joins Jim Davidson in the studio to talk about Duffel’s innovative business model and a new product launch that will bring travel sellers a wealth of fresh opportunity.
Listen to Episode 04 to learn about:
What inspired this technology startup to make it easier to sell airline contentDuffel's new self-service platform, Duffel ContentSteve's advice to entrepreneurs keen on getting into the travel space“In a few minutes, you can go from 'I don't know anything about the travel industry to' ... having all the know-how built into a single tool,” Steve Domin, CEO, and co-founder at Duffel.
This interview with Steve Domin was recorded in January 2021.
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In this Episode, George Bryan, Management Consultant, Distribution at Hawaiian Airlines, and former Manager, Sales Distribution Strategy at Westjet, discusses with Jim revenue-generating opportunities for airlines and transformation through NDC. As an early adopter of Accelya technology at Westjet, George has played an integral role in shaping real-world adoption of NDC and retailing. George gives us a glimpse of what the transformation journey was like and shares Hawaiian Airline's plans for future profitability once air travel reemerges from the current crisis.
Listen to Episode 03 to learn about:
The recent deal Hawaiian airlines has inked with Accelya to adopt omnichannel retailing with NDC and Accelya's full suite of offer enginesThe need to focus on revenue when travelers take to the air againHow the spirit of Aloha is reflected in differentiated, innovative, and valued experiences the airline provides its guests"Every penny is going to count, it all adds up. You can only cut the cost so many times until there's nothing else to cut if you're going to sustain operations. You need to be on the revenue side if you want to survive." George Bryan, Management Consultant, Distribution at Hawaiian Airlines
This interview with George Bryan was recorded in January 2021.
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In this episode, Tony D'Astolfo, Senior Vice President, North America, at Serko, sits down with Jim to discuss the importance of Corporate Travel. During the course of the interview, we hear Tony and Jim’s views on what it will take the bring the industry back to profitability. That is, all the players need to set competition to one side, collaborate, and play their part.
Listen to this new episode and find out more about:
How to encourage business travelers to take to the skies again The critical role that partnerships will play in recoveryHow technology can help create certainty in uncertain times“The idea of getting people comfortable getting back on the road for business travel is key. It’s the highest yield, the most frequent, and the most consistent business. We have to partner and think about new ways to get these people back on planes,” Tony D'Astolfo.
This interview with Tony D’Astolfo was recorded in November 2020.
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Xavier Lagardere and Jim Davidson chat about Continuous Pricing, and the candid conversation reveals some sharp perspectives.
The first episode of Airline Voice Radio features Jim and Xavier discussing the strategic benefits of Continous Pricing and why it is more important than ever. This is reflected in Lufthansa Group's rollout of a Continuous Pricing project against the backdrop of the COVID-crisis. The challenges are significant, and the opportunity is business-critical. In this episode, Xavier and Jim explore:
Why Continuous Pricing unlocks value for everyone in the value chainWhat it's like to deliver a milestone project while in lockdownHow to maintain the energy to sustain successXavier on the recent rollout of Lufthansa Group's Continuous Pricing implementation:
“The project came to life in COVID times, and the last mile was very special. Usually, when you go live with a project, you have boardrooms, everybody is going into the same place, maybe working in shifts. We had none of these, at least physically. We had the excitement coming off Teams threads and Whatsapp all day. It was like a Hitchcock movie at the end.”
This interview with Xavier Lagardere was recorded in October 2020.
About Accelya:
Accelya is a leading global provider of technology platforms, software, and services to the travel and transport industry. With the acquisition of Farelogix complete, Accelya will accelerate customers’ digital transformations and provide a next-generation, end-to-end, Offer-to-Settlement airline commerce platform, including a full suite of innovative retailing, distribution, and fulfillment solutions.
To learn more about what we do, visit https://www.accelya.com
About the Airline Voice Radio Podcast:
Airline Voice Radio is part of the Air Transformation Lab, a series of activities exploring airline commerce's current state and long-term profitability path. To find out more, please visit https://w3.accelya.com/lab. For any feedback about the podcast, drop us an email [email protected].
© 2020 - 2021 Accelya, Inc. All rights reserved. Accelya and the Accelya logo are trademarks of Accelya. All other brand and product names are trademarks or registered trademarks of their respective holders. For any reproduction, legal, and media queries, please contact [email protected]
