Guest Post by
Sunil Pereira, Industry Principal, Enterprise Architecture Services, Infosys
The storm is moving in and I am at the boarding gate in San Francisco waiting to catch my flight to New York. As expected, due to the delay in the incoming aircraft, I realized the scheduled departure would be delayed as well. That means a cascade in delays with all my connections and reservations. Luckily, I do not have to worry. I land in Atlanta a bit late, and automatically the airline system realizes I can make it to a better connection into New York. An agent calls me on my cell as soon as I deplane and asks me if I would like to take the earlier connection. I say "yes, of course". Within seconds, a new boarding pass appears on my smart phone with the boarding gate information. The gate agents are waiting, since I am on the last one on the flight. Also, due to my frequent flyer status, I get upgraded. The agent also knows that I will be arriving late at night in New York and that restaurants will be closed by then. The agent asks me if I would like to have dinner ready when I check in. I cannot believe my luck. Automatically, a message gets sent to the hotel. My pick up time from the airport in New York is now rescheduled and with my 'food' preferences (and master data) on file - I have the right menu waiting for me in the hotel room as I check in. Everything automatically sync up on my calendar. There is an early morning meeting that I have to attend. The front desk agent at the hotel knows it, since I had scheduled a drop off using the free shuttle at the airport and the agents asks me what time I would like a 'wake up' call...
This, my friends, is 'Customer Experience'...and everything I have mentioned above was doable due to technology.