Digitisation has always been top-of-mind throughout the commercial airline industry. While the first wave of digital transformation was all about selling inventory which happened a long time ago, the buzzwords like ‘AI’ or ‘IoT’ open a new realm of actual application to differentiate across the entire customer experience, not just at the point of sale.
Airlines, airports, and direct-to-consumer distributors – travel and lodging providers such as TripAdvisor, Google or Airbnb, recently announced their plan to expand beyond lodging and begin offering “experiences”. This expansion has proven the fact that Customers like one-stop shopping for experiences.
William Owen argued that the second big wave of digital transformation in the airline industry is all about understanding customer and providing relevant offers and information so air travel experience could be improved. This digital integration is easier said than done. To understand what is blocking big organisation to perform this transformation Read more at https://medium.com/the-many/digital-transformation-in-aviation-its-time-for-take-off-59f66571aefb