Branchspace is a Silver Sponsor and Exhibitor at the co-located FTE EMEA and FTE Ancillary & Retailing events, taking place in Dublin on 11-13 June 2024). In this interview, ahead of her participation in the FTE Ancillary & Retailing conference, Ursula Silling, CEO, Branchspace, discusses dynamic retailing and cutting-edge digital experiences.
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“First of all, we are happy to join the event again this year as a sponsor – we think it is a great fit,” Silling begins. “The event focus is on ancillary & retailing, and new thinking and collaboration between different aviation players. And this is exactly what we help airlines and other travel companies to do in the best possible and most flexible way.”
Branchspace is a pioneering and fast-growing company, and wants to convey the message that it is a true partner for the digital transformation and modern retailing journey for airlines. “Our customers know that we are not just another technology or consulting company, but we are a passionate team of individuals who want to make a difference for our customers,” says Silling. “We are gaining very fast traction, and our renowned customers and our amazing team illustrate this.”
At the co-located FTE EMEA and FTE Ancillary & Retailing events, Branchspace will showcase its innovative dynamic retailing platform Triplake. This was designed to enhance the end-to-end digital customer experience for airlines. It was built based on modern offer order principles, agnostic to what underlying technology there is, and with the customer and with flexibility for the business in mind. “We launched Triplake already with the third airline customer at the end of May,” Silling explains. “It means that Oman Air, KM Malta Airlines and Air Mauritius today use our state-of-the-art technology to support their retailing journey. And it now even gets attention by airports and cruise companies as well as it helps to increase revenue and conversion through personalisation and effortless experience design. It also helps to sell ancillaries in an effortless way.”
Branchspace will also explain how it can also help airlines and airports to create impact with its Transform consulting services to become the best in digital. “We can help to identify quick wins to improve digital performance and conversion, experiment and optimise to maximise revenue and to navigate their journey to become the best in digital, and define their roadmap for offer order,” Silling shares.
Another focus will be the strategic partnership with IATA, and Branchspace’s participation in the Proof of Concept (PoC) for contactless travel around the globe. “We are really excited to be part of the seamless travel 2.0 PoC,” says Silling. “Attendees will have the opportunity to speak with our experts to understand how we our solutions can be tailored to create best impact for them and meet their specific needs. We can share examples of our current customers for a better understanding.”
In the FTE Ancillary & Retailing conference, Silling is participating in ‘The FTE EMEA/Ancillary & Retailing Digital Identity Symposium’ and will deliver a special joint presentation alongside Harvey Tate, Human API – Digital Transformation, International Airlines Group (IAG) titled ‘British Airways and Branchspace have been collaborating to successfully test the first fully integrated digital identity travel experience, from shopping for flights to arrival, on a journey from London Heathrow (LHR) to Rome Fiumicino (FCO), so what can we learn from these efforts and how do we now globally scale such efforts?’ “It will explore dynamic approaches and learnings on advancing digital identity to deliver next-level customer experiences, efficiencies, loyalty, revenue, and payment opportunities. It will also delve into ideas on how the industry can achieve the vast potential of new digital identity approaches by connecting all the players involved.”
Delivering a seamless and personalised customer journey across all digital touchpoints
Branchspace recently implemented a new digital retailing platform for Oman Air. For the airline, it was very important to excel in delivering a seamless and personalised customer journey across all digital touchpoints, while at the same time drive ancillary sales and conversion to the limit.
“With our Triplake platform, we support this strategy out of the box to make it easy for team members to manage the new way of working,” Silling explains. “The visible signs from the customer perspective are the new state-of-the-art mobile app and web portal with a truly differentiating and modern UX/UI design. But we also provide all the other Triplake modules and solutions to Oman Air, covering the entire customer experience, from inspiration and booking of flights and ancillaries to servicing, check-in and day of travel experiences. And it also includes our Triplake Control Hub, which gives control to airline teams by being able to implement changes autonomously, create personalised experiences for unlimited personas and use data-driven dynamic retailing capabilities out of the box.”
Triplake leverages advanced data analytics and Machine Learning to offer dynamic pricing, personalised offers, and targeted campaigns. By integrating various data sources, Triplake enables Oman Air to ensure that customers receive relevant and personalised offers and have a seamless end-to-end brand experience, enhancing satisfaction and driving ancillary revenue.
Re-invention of the stopover experience with TAP Air Portugal
During a discussion between Branchspace and the TAP Air Portugal team last summer, the airline talked about the low adoption of its stopover product. Branchspace took this seriously and started a survey with key customer groups to shed some light on the current status and expectations of existing and potential customer groups.
“The conclusion was that current stopovers are limiting, complicated, and in most cases not even made visible to customers,” Silling shares. “So, we set off to re-invent this experience and created ‘Stop and Stay’. It helps airlines and other travel companies to collaborate easily, create amazing new experiences and engage local communities.”
It also helps to reach completely new customer groups, such as ‘workationers’ and elderly people with special needs at the same time. “Ultimately it provides the option to create impact and drive unknown destinations, thus supporting conscious decisions for the planet,” says Silling.
Making it possible to “sell anything, anywhere, anytime” in a very personalised and effortless way
Summarising the overall digital retailing and ancillary strategy for Branchspace in the aviation industry, Silling comments that together with its customers the company wants to make it possible to “sell anything, anywhere, anytime” in a very personalised and effortless way, both for customers and for the teams working in aviation. “Through these strategic pillars, Branchspace empowers airlines, airports and other travel companies to offer superior digital experiences across the customer journey, increase ancillary and flight revenue, reduce cost and build long-lasting relationships with their customers while enabling a seamless transformation. Our commitment to and passion for excellence positions us as a leader in the aviation and travel industry’s digital transformation.”
View the FTE EMEA and FTE Ancillary & Retailing schedule at a glance >>
Register for FTE EMEA and FTE Ancillary & Retailing – one registration provides access to both events >>
