Corporate Blog

In the race to remain competitive, airlines are investing in different facets of the customer experience. Regarding IT investments, airlines spent an estimated USD 37 billion in 2022 alone, with the pandemic serving as an urgent reminder to pick up the pace in digital transformation initiatives. To compete in the digital economy, decision-makers face the challenge of pinpointing priority investment areas in line with consumer expectations. From personalization to new revenue streams from integrated partner sales, several key investment areas are in the spotlight to boost airline revenues while...

In my last blog post, I discussed the intricacies of managing and reporting onboard sales and suggested three critical features cruise lines should look for when searching for a new POS system. Here, I'll be looking at cruise line dining systems, how they impact how "traditional dining" products are managed, and the knock-on effect on the customer experience. A key challenge in managing dining products and experiences is that the underlying workflows can vary greatly from cruise line to cruise line, ship to ship, and even restaurant to restaurant on the same ship. Cruise lines offer different ...

There are at least 1,000 airlines operating in the world today [1]. And they're in a race, even the ones that don't know it yet. Airline spending on digital transformation is growing by 27% a year and is expected to reach over US$35 billion by 2030 [2]. From a relatively slow start, carriers will rush to digitize everything from order management, through distribution, to customer service, retail offering and more. The question is not will this or that carrier digitally transform their operations. It's will they do it fast enough, will they get enough right from the outset to enjoy first-mover ...

In 2023, the Mexican aviation industry has seen significant growth, becoming the largest market in Latin America, surpassing Brazil. This growth has been driven by both domestic and international demand, resulting in a notable 16% increase in passenger numbers compared to pre-pandemic figures. Between January and June, the industry recorded a total of 58.15 million passengers. Mexico's three major airlines – Aeromexico, Viva Aerobus, and Volaris – have made great progress in recovering from the unprecedented challenges that the aviation sector faced during the COVID-19 pandemic. Despite this p...

Loyalty programs are a priceless starting point for developing deeper connections with customers. Insights on customer behavior and preferences is like having a head start in the race to establish value-based, personalized member engagement. Yet, in every conversation I have with customers, we spend a lot time analyzing whether their technology platform is an enabler or disabler to meeting business objectives. Loyalty teams have fantastic ideas but often can't get them to market either because their technology doesn't support their ideas or the time and cost it would take to develop and adapt ...