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Bloomberg West Interview

Posted on 19 August 2014

I appeared on Bloomberg West today.  I participated in a round table discussion with Daniel Farrar, CEO of Switchfly. Here is the video: Click here for the Bloomberg Link  

Airline Customer Experience Management

Posted on 06 August 2014

  Earlier this year I produced a report on Customer Experience Management (CEM). CEM is a major airline trend intended to gather customer insight from all points of passenger interaction and deliver more personalized services at every customer touchpoint.  The report is now available for free download (Simply click on the Image to download this report). The study reviews the state […]

Intelligent Travel Assistant Update

Posted on 06 August 2014

Those readers who have been following my blog over the last 9 years, know that I have long been an advocate for the creation of a mobile Intelligent Travel Assistant (ITA). Despite the frustrations consumers have with current OS intelligent assistants such as Siri, Google Now and Microsoft Cortana, a second generation of truly intelligent assistants is on the […]

NDC A Different Perspective

Posted on 02 April 2014

There has been a great deal written about IATA’s New Distribution Capability (NDC). Essentially NDC is an XML standard designed to allow airlines to deliver dynamic content and price based on a traveler’s value. It shifts control over pricing from a traditional published process to a dynamic repsonse controlled by the airlines. NDC has created a […]

The Open Booking Debate

Posted on 05 March 2014

Over the last 18 months I have sat back and observed the heated debate over open booking. My strongest critic of this debate is not about the pros and cons (though I will share that in a moment), but on how definitions vary across articles and thus cloud the very essence of the debate. So […]

The Dark Side of Travel and Big Bang Disruption

Posted on 03 March 2014

As a consultant over the last 19 years, I have traveled a great deal, but my travel experiences have mostly been sheltered from the challenges faced daily by the average traveler. This is particularly true as a top status frequent flyer with my favorite airline, traveling business class internationally and using CLEAR to bypass security […]

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