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LATEST THINKING


Digital readiness for
customer experience
in the airline industry

Overview

Accenture conducted interviews with 25 senior executives at leading airlines throughout the world to understand business issues and the disruptive impacts of digital technology on the airline industry, particularly in relation to the customer experience.


Study Objectives
Identify top business and customer experience challenges in the airline industry, and the extent to which digital technology is an issue.
Identify top business and customer experience challenges in the airline industry, and the extent to which digital technology is an issue.
Evaluate airlines' organizational readiness to use digital technology to optimize customer experience, using a digital readiness scorecard.
Evaluate airlines' organizational readiness to use digital technology to optimize customer experience, using a "digital readiness scorecard".
Identify top digital technology priorities and barriers to implementation, particularly as they relate to customer experience.
Identify top digital technology priorities and barriers to implementation, particularly as they relate to customer experience.
Gain reaction to key emerging concepts/strategies for digitally enabling customer experience.
Gain reaction to key emerging concepts/strategies for digitally enabling customer experience.
Gain an understanding of how airline executives perceive the structure and competitive frame of the industry, particularly the role of third parties.
Gain an understanding of how airline executives perceive the structure and competitive frame of the industry, particularly the role of third parties.

Findings

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Key Takeaways

Key Takeaways

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Conclusion

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