TRUMBULL, Conn. — KioskCom Self Service Expo & The Digital Signage Show announced that Joshua Weiss, managing director of self-service for Delta Air Lines, will share details of Delta's self-service upgrades during a keynote presentation titled "Full -Service Self-Service" on May 6, 2009, at 9 a.m. at the Mandalay Bay Convention Center in Las Vegas.
"Recent research (Buzzback Market Research for NCR Corp.) shows that 82 percent of people are more likely to use travel companies that offer the ability to conduct transactions online, via mobile device and at a self-service kiosk," said Lawrence Dvorchik, general manager of KioskCom Self Service Expo. "Self-service at Delta Air Lines has evolved into a far-reaching, multichannel, multilingual strategy that aims to put the customer in control of their travel experience. We look forward to the opportunity all of our attendees will have to learn from Joshua and his team's experiences."
With a focus on improving the customer experience, Weiss will discuss how Delta Air Lines has advanced the adoption of self-service technology through new product development, application redesigns, and facility changes. He will also discuss how Delta Air Lines uses technology to diversify globally in a cost-effective manner, increase customer adoption through design and usability, adapt new technologies to streamline customer processes, create consistent user experiences across channels and devices, and modify existing processes and customer flows to facilitate self-service adoption.
According to the same study, 33 percent of consumers said they would like to receive boarding passes on their mobile devices. Delta, like past KioskCom keynote speaker and current board of advisors member Continental Airlines, has deployed check-in via mobile phone.
