Technology can’t change the landscape until your people, your systems and your processes catch up.
Passenger air travel today usually starts on a device screen and ends by returning home with luggage intact. This professionally facilitated Innovation Workshop will center on what’s next in digital passenger services specifically as it pertains to the customer experience. It will cover:
With in-flight connectivity (IFC) ramping up across the fleet it becomes harder to deliver a unified experience throughout multiple aircrafts and on-board systems. Passengers demand a consistent and up-to-date experience across all digital touchpoints which is crucial for monetizing digital services such as in-flight connectivity.
Airlines are embarking on a second wave of digital transformation. The first wave was all about adding business value and getting the customer to work for us. In the second wave we have to know the customer, serve the customer and build customer value. That’s a big shift when our existing digital set-up is organised for sales, not service.