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THE VANGAURD OF DIGITAL DISRUPTION

Re-envisioning the traveler experience

The aviation industry has long been in the vanguard of digital disruption as changing customer requirements and new entrants stand to put airlines at risk of becoming commodity seat providers. In fact, of the US$305 billion of value in terms of increased profitability expected to be created through digitalization in aviation, travel and tourism over the next decade through to 2025, one hundred billion dollars of that figure is expected to migrate from traditional players to new competitors.

Only those airlines that leverage emerging technologies such as AI and the power of ecosystems to create a re-envisioned and seamless travel experience will find success as their next destination.

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FIVE TRENDS IMPACTING THE AIRLINE INDUSTRY

The five trends in this year’s Accenture Technology Vision for Airlines describe how technology is creating a new, more seamless and enjoyable travel experience for flyers.

AI  IS THE
NEW
 UI

AI is the New UI
AI IS THE NEW UI
Going beyond personalization with AI

For airline passengers, personalization is important, but travelers want much more–a travel experience that is frictionless from the moment they step out their front door. AI can certainly help with personalization through chatbots and the like, but AI’s potential goes well beyond to find new ways to reduce the number of actions and decisions travelers must make.

AI offers the possibility of making travel genuinely seamless and faster from door-to-door. Those airlines that embrace its potential will find travelers riveted to their seats.

84% of airlines executives expect to make moderate to extensive investments in embedded AI solutions over the next three years.

Next Trend

ECOSYSTEM
POWER PLAYS

Ecosystem Power Plays
ECOSYSTEM POWERPLAYS
Building blocks for a seamless travel experience

Airlines recognize that delivering a seamless travel experience will depend on their participation in a broader travel ecosystem. They can’t fly solo and, if they attempt to do so, they risk being relegated to little more than seat providers. That means airlines will need to embrace collaboration with ecosystem partners, within and beyond their traditional industry.

Participating in platform-based ecosystems will give airlines access to potential new customers, along with greater understanding of travelers’ fast changing requirements. That’s never been more important.

40% of airlines executives say it is critical to the success of their business to adopt a platform-based business model and engage in ecosystems with digital partners.

Next Trend

WORKFORCE
MARKETPLACE

Workforce Marketplace
WORKFORCE MARKETPLACE
Tapping an untapped resource

In the transformation to digital, airlines will find it challenging to source, through traditional channels, the right digital experts and data scientists they’ll need to build out new capabilities. Meanwhile, our research shows that executives are currently less likely to make a direct connection between the digital skills they need (but often lack) and the online labor marketplace’s ability to fill them.

Leveraging on-demand talent pools for specialized expertise will be one key to the rapid innovation companies require to become truly digital businesses.

51% of airlines executives see the ability to scale business rapidly as a top benefit of using independent freelance workers.

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DESIGN
FOR HUMANS

Design For Humans
DESIGN FOR HUMANS
Designing first-class human-centered experiences

For airlines, creating human-centered experiences must extend from gate-to-gate to door-to-door travel—expanding the narrow focus on specific services. Airlines must also use technology to embed preferences into the communication channels people naturally want to use rather than force travelers to adapt to travel-specific environments.

Airlines companies that shift their thinking to design around their passengers’ preferences, behaviors and lifestyles will be the first to arrive in this new marketplace.

41% of airlines executives strongly agree that organizations need to understand not just where people are today, but where they will be tomorrow, and shape the technology to act as their guide.

Next Trend

THE
UNCHARTED

The Uncharted
THE UNCHARTED
Beset by challenge and opportunity on all sides

Airlines, in many ways, find themselves in the vortex of volatility, with change coming toward them from all sides: regulatory, market, geo-political, environmental and more. As leaders think about the current market landscape their organizations play in, they need to start contemplating the unthinkable—that the volatility could totally transform the rules of the game.

To stay aloft, more than ever, airlines will need to play a leadership role in the changes happening across their industry.

36% of airlines organizations strated a consortium of companies around a business initiative or in their industry to self-regulate.

Next Trend
AI is the New UI
AI IS THE NEW UI
Going beyond personalization with AI

For airline passengers, personalization is important, but travelers want much more–a travel experience that is frictionless from the moment they step out their front door. AI can certainly help with personalization through chatbots and the like, but AI’s potential goes well beyond to find new ways to reduce the number of actions and decisions travelers must make.

AI offers the possibility of making travel genuinely seamless and faster from door-to-door. Those airlines that embrace its potential will find travelers riveted to their seats.

84% of airlines executives expect to make moderate to extensive investments in embedded AI solutions over the next three years.

Next Trend

AUTHORS

Liselotte de Maar

Liselotte de Maar

Managing Director
Accenture Strategy
Global Travel Lead

Mail to Liselotte de Maar. This opens a new window. LinkedIn

Robert Zippel

Robert Zippel

Managing Director
Accenture Consulting
Global Travel Technology Lead

Mail to Robert Zippel. This opens a new window. LinkedIn

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