The digital economy has transformed consumer expectations around the way they research, purchase and experience the airline product. As a result airlines need to work hard to differentiate their product offering and delivering a personalised and seamless experience for customers throughout the entire travel process.
Airlines and airports that invest in technology stand to gain from a more engaged and loyal customer base, unlocking top line revenue opportunities and improving efficiencies in the process.
This topic was discussed at the CAPA World Aviation Outlook Summit in Malta in Dec-2019, particularly looking at what new technologies exist to improve how airlines optimise both revenue and customer experience and how airlines and airports can turn big data into actionable insights that intelligently understands and delights the customer (and enhances revenue).
The panel discussion also looked at technology will allow for dynamic offers and individual offers and how players can ultimately collaborate to personalise and enhance the traveller experience/journey.
Here’s the full content of the discussion between industry experts David Stroud, managing director, ASM Global; Dr Charles Mangion, chairman, Air Malta; Harald Eisenaecher, CCO, Infare; Julian Jaeger, joint CEO and COO, Vienna International airport; and Azim Barodawala, CEO, Volantio.