Skip to content
Insights

How Technology is Changing the Conversation with Customers

It’s obvious, or at least it should be by now, that technology is changing the conversation between airlines and travelers. It all begins with the concept of the hyper-connected consumer, or, more specifically, the real-time relationship between your airline and your customers.

No matter how long your airline has been in business, relationships like this one don’t exist yet. That’s because, with the hyper-connected customer, the relationship is complicated. It’s a real-time, digital retailing relationship that many of us have never had before and we’re not sure what to make of it, or what to do with it — or how to keep up with it!

Anywhere, Anytime

In this hyper-connected relationship, the conversation is constant. It can happen anywhere, anytime, and on any device, computer, wearable technology, or even by talking to a real human being. Not only that, but to maintain the customer’s interest and desire to be loyal, the pressure is on to keep it interesting, keep it fresh, and keep it relevant – every day.

As if all of this wasn’t enough to deal with, rest assured that what we do today won’t be good enough tomorrow. We have to learn constantly and keep gathering more information about our customers. Only when we do this, can we find new ways to build upon and keep these critical relationships as strong as possible.

Yes, the hyper-connected relationship can exhaust you if you don’t find a way to manage it effectively — and thrive in it. Managed properly, it will increase your revenue and keep your customers happy.

So how do we as an industry do that? Well, in this relationship, there is a language – a currency – that is the core of what keeps this relationship alive and growing. It is the single most important asset that you – as the airline – have to bring to the table. If you’ve been reading this blog regularly, you know what this asset is. If not, stay tuned for my next post and I’ll tell you what your biggest asset is (hint: it’s not what you think.)

Latest insights

You might also be interested in

News

Accelya announced that ambitious Egyptian carrier Air Cairo has become the first North African airline to benefit from its market-leading revenue management solution.

READ

News

Accelya announces partnership with Aeromexico to help them improve control of their sales channel via our FLX Passenger Platform.

READ

Insights

Technological changes typically bring opportunities for airlines. Maximizing those opportunities requires that every team that will be impacted by the change is involved from the start.

Bringing the finance team out from “behind the scenes” in the planning and integration phase could be the key to unlocking the high-performance retailing potential of ONE Order, writes Muffi Lokhandwala, Business Development for Financial Solutions at Accelya.

READ

Insights

Two new hosts have joined us on Airline Voice Radio. Industry pioneers and great storytellers: Nancy Delgado and Tye Radcliffe. Nancy and Tye are here to get some fresh perspectives on high-performance retailing from airline thought leaders.

In this episode, Tye sits down with Justin Jovignot, TAP Air Portugal’s Director of Commercial Strategy and Distribution.

READ
SUBSCRIBE