Paul Richer is founder of Genesys Digital Transformation, a management consultancy specialising in providing strategicadvice on all matters relating to the application of technology to the travel, tourism and hospitality industries. Paul has built a worldwide reputation for his knowledge and experience of online/offline technology,business, organisational and operational strategies. Clients include many of the best known names in travel.
Paul has co-authored several reports examining the impact of technology on the distribution of travel, including “Distribution Technology in the Travel Industry” published by Financial Times Retail and “Marketing Destinations Online – Strategies for the Information Age” published by the World Tourism Organisation.
An example of the work Paul has undertaken is the transitioning of travel businesses from offline to omni-channel.Twoof the clients he has assisted in this area are the largest travel companies in Portugal and New Zealand. Both had offline operations – retail units and call centres. Both have successfully extended their businesses to encompass online –web and mobile. As well as planning and implementing new technology, this also required re-configuration of retail units and, importantly, organisational and cultural change. The challenge with omni-channel is to create a culture where all staff realise that they are part of an over-arching single entity serving the customer to best effect at whichever touch-point he/she chooses. Organisational silos need to be broken down in order to achieve this.
Travel is a very idiosyncratic industry. External expertise can bring an essential and refreshing view to strategic planning. However, it is good to couple this with relevant, comprehensive experience. Paul embodies this unique combination of a thorough understanding of where the travel industry has come from as well as insightful expertise on where it should be heading. Paul chairs many digital-travel conferences and so is privy to much of the thought leadership that is moving the industry forward.This is set against a solid background of 20+ years’ experience of travel industry strategy and operations.
Prior to founding Genesys, Paul was a Director of Finite Group plc, a blue-chip strategic IT consultancy operating in the automotive, finance and travel industries. Paul headed-up Finite’s consultancy division and led some of the consultancy’s largest projects for household, blue-chip organisations.
Whilst at Finite, Paul realised that there was a gap in the market for a professional consultancy advising on technology in the travel industry, hence his decision to leave Finite and found Genesys.
Paul holds an MBA from Cranfield School of Management, is a Fellow of the Institute of Travel & Tourism and Member of the Chartered Institute of Marketing.