Increased price transparency, deregulation in many markets and fluctuating fuel prices have intensified competition for airlines.
While traveler expectations are increasing due to carry-over effects from other industries where customer centricity and service, supported by digital technology, have matured quickly.
Airline managers must overcome the eternal dilemma of structurally reducing costs, while investing in enhancing customer experience.
Over the course of a single flight there can be dozens of plan-altering interactions that create a complex web of data. Crew, ground operations, sales, marketing and customer service need to make informed decisions on the vast amount of data to serve the passenger This can only be realized by knocking down the traditional silos that exist in airlines.
Accenture Aviation Experience Accelerator (AAEA) enables airlines to orchestrate the customer experience at scale, while improving operational performance.
Process Orchestration
Orchestrate business processes to improve business outcomes, first focusing to improve on-time performance and service recovery
In the Heart of the Organization
Empower airlines to break down the silos and improve collaboration between Operations, Customer Service, Marketing and Sales functions
Single
View
Create a single view–a single version of the truth and make insights available on (mobile) devices
Seamless Interaction Across All Channels
Enable seamless interaction across all parties and roles in the travel journey
Experience Capabilities
Provide capabilities to continuously optimize the customer experience, at scale
AAEA can offer a variety of functionalities that can be selected and tailored to fit the requirements of each individual airline.
PRE-FLIGHT
Being Proactively Informed to Set the Right Expectations
AT DAY OF FLIGHT
Effective & Efficient Digital Collaboration & Process Orchestration
DISRUPTIONS
Being There When Assistance is Most Needed
POST-FLIGHT
Servicing the Passenger on Demand
Dirk-Jan Koops is Managing Director in Accenture’s Global Aviation practice, and the Global Digital Lead for the industry segment. Dirk-Jan’s experience includes many different areas of the airline and travel business, including strategy, revenue management, marketing, sales, distribution, loyalty management, business innovation and e-commerce. In his 20+ year career, Dirk-Jan has worked with many airline companies across the globe. Dirk-Jan holds a Master’s degree in Business Economics from Rotterdam Erasmus University.
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Robert is a Senior Manager in Accenture’s Global Aviation practice and part of Accenture’s travel community since 2004. Robert’s expertise is in defining and implementing digital transformation plans, digital commerce and portfolio & program management. Robert is go-to-market lead for the Accenture Aviation Experience Accelerator and a co-author of the Accenture Point of View on digitization in the airline industry.
Robert holds a Master’s degree in Business Information Technology from University of Twente.
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