How do you view the development of new technologies, particularly in the world of travel?
Wade Jones - With mobile devices and the spread of intelligent technologies, from smartphones to autonomous cars, all the data in circulation is helping to improve the user experience. By 2020, it is estimated that 85% of customer interactions will be handled by robots and machines. Artificial intelligence complements the expertise of the travel agent, which remains necessary. The use of bots and robots will free up more time for the expertise of travel consultants.
Wouldn't artificial intelligence be destined to replace human expertise?
Wade Jones - This development may be a threat to certain jobs. But if we take the example of the banking sector, the arrival of ATMs has not replaced bankers. Their work is simply different.
How is Sabre involved in this process?
Wade Jones - There are a lot of things we're working on that are linked to Big Data and artificial intelligence. For example, we are working on facial recognition for hotel check-in. Fingerprints are often used, but they can be altered. Another area of work involves offering a truly personalised service. It is no longer a question of identifying the lowest price, but the best fare, the one that best suits the traveller's expectations. This means getting to know our customers very well, knowing what they are looking for and how they are looking for it, so that we can better anticipate their needs. Just look at how a company like Amazon works when it comes to suggestions. We are also looking to improve the user experience throughout the journey. Of course, we have a huge amount of data at our disposal, and third-party data offers us a fantastic opportunity.
How are you using this data?
Wade Jones - For example, if a storm breaks while the business traveller is on his way to the airport, and we know that his flight has a 90% chance of being cancelled, we can suggest that he return to the hotel, anticipate the booking of the room, and overall make the disruption as painless as possible. We have set up a platform called the Intelligence Exchange, which integrates data from a wide range of sources. If a piece of luggage has been put on the wrong flight, this would make it possible to provide it with suitable clothing at the arrival airport so that it can get to its appointment without a hitch. This is the kind of added value that business travellers expect. Airlines, for their part, are under pressure from fuel prices. They need to develop new services that go beyond in-flight wi-fi.
Are the expectations of your partners and customers the same on both sides of the Atlantic?
Wade Jones -I believe that. Airlines all want to have control over their product, their range of services and how they are marketed. Sabre makes that possible.
A group like Lufthansa does not seem to share this opinion...
Wade Jones - We're continuing to talk to Lufthansa, and we want to continue to help them sell their products.
Have you seen a drop in bookings?
Wade Jones - Overall, we saw a modest fall in Lufthansa bookings, which had no real impact on our revenues.
What are your plans for the EMEA region?
Wade Jones - We're making rapid progress, and we're investing heavily in this region, while ensuring that our products meet market expectations. We will continue to do so. Our overall growth is largely based on our success in EMEA, and we've made good progress over the last five years.
How do you see the impact of Brexit?
Wade Jones - We are monitoring this very closely, including from an internal point of view, as we are a global company with employees all over the world, including the UK. But for the moment there hasn't really been any impact.
