Real­ity glasses to boost Emi­rates’ cus­tomer ser­vice

The Star Early Edition - - OPINION & ANALYSIS -

EMI­RATES, hop­ing to shake off bud­get air­lines cov­et­ing its long-dis­tance cus­tomers, has set its sights on gog­gles.

The Gulf car­rier is study­ing ways to equip staff with aug­mented real­ity glasses that dis­play a pas­sen­ger’s name and travel habits, al­low­ing more per­son­alised ser­vice, Emi­rates’ chief dig­i­tal and in­no­va­tion of­fi­cer Christoph Mueller said. Trav­el­ers may also be given eye-wear to help them nav­i­gate air­ports or browse food menus.

“We could en­hance cus­tomer ser­vice tremen­dously,” said Mueller, who was ap­pointed last year to help mod­ernise the world’s big­gest long-haul air­line. “The con­sumer will want to in­ter­act in a com­pletely dif­fer­ent way.”

Emi­rates Pres­i­dent Tim Clark has warned the com­pany faces a “gath­er­ing storm” from bud­get ri­vals such as Nor­we­gian Air Shut­tle, which are ex­pand­ing their north-At­lantic routes and threat­en­ing to erode the Gulf car­rier’s mar­ket lead­er­ship. State-backed Emi­rates, which helped un­seat west­ern main­line car­ri­ers years ago with big­ger planes boast­ing swanky bars and on board show­ers, is now bet­ting an in­vest­ment in new tech­nol­ogy can help it stay ahead.

Aug­mented real­ity, avail­able on gad­gets such as Mi­crosoft’s HoloLens head­set and Ap­ple iPhones, is gain­ing trac­tion. – Bloomberg

Newspapers in English

Newspapers from South Africa

© PressReader. All rights reserved.