ABSTRACT
Airlines viewing technology as an enabler can focus on operations and products, and use technology in such areas as maintenance, flight operations, and ground operations with respect to operations, as well as in the area of network and fleet planning with respect to products. With the focus of customers changing from operations and products to customer experience, airlines need to figure out how to deploy emerging technology to provide more emphasis on customer service. Those airlines viewing technology as a driver of business strategies need to use technology such as big data, analytics, mobile, and search to develop deep customer insights that, in turn, can be used to develop and market mutually beneficial value propositions, strong brands, and relevant loyalty programs. The smart-data-driven airlines are just beginning to comprehend the opportunities to use analytics on big data to identify, acquire, develop, and market to specific segments on their specific personalized needs.
