Branchspace contributes to the evolving landscape of airline retail, seamless customer and staff experiences, and digital transformation. As a Silver Sponsor and exhibitor at FTE APEX Asia Expo, taking place in Singapore on 19-20 November 2024, the company will be highlighting how it is a strategic partner for airlines, and not just another tech provider.
“Last year we were still very much at the beginning of our journey,” says Ursula Silling, CEO, Branchspace. “But now we have lots of proof-points. We can share the progress that we have made both with our technology platform Triplake and with our consulting services.”
With regards to Triplake, Branchspace has gone live with two mobile apps, three web portals, three member portals, and two full seamless experiences across the customer journey, with out-of-the-box dynamic retailing and analytics capabilities and online check-in. “All of this is for customers across continents, in Europe, the Middle East and Africa,” Silling explains. “With our consulting services, we continue to help British Airways and Air France-KLM on their transition to Offer & Order Management. We offer leading digital performance reviews for airlines to identify quick wins, as well as structural changes needed, and we help airlines with experimentation to continuously optimise the customer experience and revenue opportunities.”
Visitors to the Branchspace stand at FTE APEX Asia Expo will experience what makes the company’s technology platform and consulting services special, adjusted to the specific situation of the airline or airport. “We will showcase relevant elements of our innovative dynamic retailing platform Triplake,” Silling shares. “Triplake 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. Oman Air, KM Malta Airlines and Air Mauritius today use our state-of-the-art Triplake technology to support their retailing journey.”
Additionally, Silling is speaking at FTE APEX Asia Expo in a session focused on ‘Next generation e-commerce, ancillary revenue and retail: Creating new revenues and enhancing the customer experience’. The session will explore the future of e-commerce, ancillary revenue, and digital retail in aviation and how to make it happen with personalised offers and data-driven dynamic retailing. “The opportunities are immense,” says Silling. “Amazon Go stores generate up to 50% higher revenue per square foot compared to traditional stores, driven by their ‘Just Walk Out’ technology. Sephora’s loyalty app offers virtual try-on features, personalised recommendations and loyalty rewards, and achieves 70% higher spend by members versus non-members as a result. This is exactly what Branchspace has set out to do, as a disruptor in the market, to help airlines challenge the status quo and create new opportunities along the customer journey, breaking down the barriers of legacy technology.”
Triplake: a cohesive and personalised experience across all touchpoints
Triplake supports the entire customer journey in a seamless way, from initial inspiration and booking to servicing, day of travel and post-travel engagement. It’s a future-proof digital commerce platform that empowers teams to build and manage intuitive and responsive digital channels. “Triplake makes the travel experience seamless and effortless, almost human-like by predicting your needs based on your current situation and requirements,” Silling explains. “The platform is, at the same time, completely modular like Lego bricks, allowing customers to get started with a specific module, such as mobile apps or contactless check-in, while being easily scalable and making integrations effortless.”
Indeed, Triplake allows for seamless integrations with loyalty programs, ancillary propositions that are relevant for customers, a seamless payment experience and more. “In a nutshell, Triplake ensures a cohesive and personalised brand and shopping experience across all touchpoints,” says Silling. “Triplake is also a ‘conversion platform’ that leverages real-time customer data and insights to deliver targeted offers and relevant ancillaries tailored to individual preferences and behaviours. By applying Machine Learning and predictive analytics, the platform dynamically adjusts offers, pricing and recommendations based on customer segmentation, booking trends and demand patterns. This approach not only drives conversion and revenue growth, but also deepens customer loyalty through personalised and engaging interactions.”
Branchspace’s collaboration with British Airways (BA) is setting a new standard in airline retailing by transforming the shopping experience transitioning to Offer & Order Management. This partnership is more than a technical upgrade – it’s a comprehensive, business-wide transformation aimed at creating a seamless, retail-like experience for travellers. “With Branchspace’s technical expertise, BA is pioneering a shift away from traditional systems to an agile, cloud-based infrastructure, replacing legacy platforms that have historically limited innovation,” Silling shares. “This transformation enables BA to develop new product offerings and streamline processes, enhancing customer engagement and flexibility across every touchpoint.”
Indeed, Branchspace plays a pivotal role by guiding BA in reshaping its IT architecture, aligning technology with strategic goals, and ensuring all departments – from commercial to customer service – are synchronised in delivering an integrated experience.
Looking ahead, Branchspace is eager to participate at FTE APEX Asia Expo. “We are excited to join the event in Singapore to showcase and discuss projects that airlines and airports have, share how our latest activities can add value, and discuss how we can innovate more together,” Silling adds.
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