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

Insights

The event season is a great time of year when we get the opportunity to lift our heads from the busy day-to-day and look at what is on the horizon, at the trends shaping the airline industry.

Accelya’s Tye Radcliffe, SVP of Product Strategy for the Order group, gives his perspective on the market with the industry emerging into the third horizon of value. What does that mean? Read on to find out.

READ

Insights

The Airline Voice Radio series “Reaching New Heights” goes down under and sees Accelya’s Jim Davidson catch up with Nadine Dawood Morgan, Head of Distribution and Payment at Qantas.

Nadine is an avid fan of communication and education to create NDC advocates ready to spread the word and increase adoption.

READ

Insights

Welcome to a new series of Air Transformation Lab articles on NDC adoption. With Accelya processing 40% of the world’s NDC transactions, we are in a unique position to see the positive impact of distribution and channel management strategy on airline sales.

In this first installment, Nancy Delgado and Fearghal O’Connell explore why now is the best time for an airline to launch its NDC journey.

READ

News

Accelya has announced the appointment of current Chief Innovation Officer Tim Reiz in the newly created role of Chief Product and Technology Officer.

READ
SUBSCRIBE