Personalization in Air Travel: Data-driven, Technology-enabled, Human-supported [Hardcover]

Nawal Taneja, whose work experience spans more than five decades, has worked for, and advised, major airlines and related businesses worldwide. His experience also includes the presidency of a small airline that provided schedule and charter services with jet aircraft and the presidency of a boutique think tank that provided advisory services to the air transportation community throughout the world. Within the academic community, he has served on the faculties of the Massachusetts Institute of Technology and the Ohio State University.?

Forewords 1. Introduction 2. Making personalization a core competency 3. Interpreting the step-changing customer landscape 4. Making traveler-centric retailing a reality 5. Keeping up with the new wave of technologies 6. Considering customer and employee centricities 7. Personalization in action: Insights from other business sectors 8. Concluding thoughts: Four airline use cases 9. Thought leadership pieces

Personalization is now becoming an emerging frontier for leading businesses worldwide. Customers want businesses to understand their specific needs and preferences so as to provide personalized products and services, as well as to provide them with some control over their experience. For businesses, personalization improves customer experience and customer loyalty, through better customer engagement. In the case of airlines, although progress in personalization is beginning to increase in some areas (in-flight services and the availability of personal digital assistants, for example), advancement in other important areas (such as seamless end-to-end journeys in the travel ecosystem, for example) has been slow and disjointed for a number of reasons. A few examples include the ongoing constraints of legacy infrastructure, granularity of data limitations, concerns relating to data privacy, lack of standards for measuring the tangible value of personalization provlƒT