I've been doing airline digital research and benchmarks for years now. My biggest learning from our research is that airlines who are good at all the things we benchmark (analytics, UX and user research, experimentation) are the ones who really build innovative airline digital products. In a nutshell, digital optimization and experimentation is all about being customer centric. You need to understand your customers so you...
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Welcome to the third episode of the Airline Digital Cabin Talks, sponsored by SITA CrewTab. We’re pleased to have Viktorija Kucerova, Senior Consultant, Marketing, Strategy, and Sustainability at SITA, as our guest for our third conversation. For this podcast, Iztok and I decided to make a slight adjustment to our format. Unlike our first two podcasts, where we brought you two great guests with tons of...
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Welcome to our second Airline Digital Cabin Talk interview, where we bring you insights from airline ecommerce and ancillary leaders. In the latest edition, Iztok and I had the great pleasure to speak with James Lee Barrett. Lee’s impressive airline career includes roles in Cabin Crew Development and Performance and Development Management at Air New Zealand at its head office in Auckland, Head of Customer Service...
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Airline digital commerce focuses extensively on efforts to maximize revenue during the initial reservation and, sometimes, at various post-booking intervals. Aside from merchandising products such as extra-legroom economy seats or cabin up-sells and upgrades, airlines rarely pay much attention to the retailing opportunities that exist in the cabin. They just… happen. But there are smart airlines out there that do more – in some cases, a...
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