The Fragmented Travel Tech Industry Probably Won’t Consolidate Anytime Soon
Skift Take
The trick for a travel tech platform to do business with a big company is to start small, prove the service works, and then upsell.
Travel Tech Briefing
Editor’s Note: Exclusive reporting on technology’s impact on the travel industry, delivered every Thursday. The briefing will guide executives as they decide if their companies should “build, buy, or partner” to stay ahead.Verint provides customer service software to roughly 40 airline clients, among those other verticals. The Long Island, New York-based company is still gaining new airline business, but much of it is coming from existing customers.
That is because many of its customers ease into implementing new software through smaller contracts. Once they can see the system works, it generally leads to the clients expanding their purchases with the company. That’s happening now, largely because of an increased demand by customers for an easier way to contact airlines, said Jason Valdina, senior director of go to market strategy for digital-first engagement channels at Verint.
“What we're seeing most is airlines doubling down,” Valdina said. “They're big businesses, and when they do sign on, they're usually spending quite a bit.”
It turns out that Verint’s strategy — whether intentional or
