The document discusses how airlines can provide a seamless digital experience for customers across different traveler profiles and touchpoints. It describes journeys for 4 types of travelers - a group leisure traveler, business traveler, individual leisure traveler, and bargain hunter. It outlines how digital channels can be used to plan, book, get flight status updates and provide a consistent experience on web, mobile and at the airport. The goal is to create experience-based differentiation for customers through digital interactions.
26. And in the executive lounge http://www.flickr.com/photos/superciliousness/393598076/
27. {shared services multiple applications} Web site Community content Shared accounts Services Systems Telephony SMS Mobile browser Agent web site Kiosk
28. At the airport http://www.flickr.com/photos/s_chang/2707780011/
31. {shared services multiple applications} Web site Community content Shared accounts Services Systems Telephony SMS Mobile browser Agent web site Kiosk
33. In-flight shopping and pre-purchase before boarding http://www.flickr.com/photos/ari/766758756/
34. In-flight Consistent web experience – the airline knows my seat, knows me http://www.flickr.com/photos/e8club/285674658/
35. My partner can see where I am at home on her TV http://www.flickr.com/photos/lexrex/59956502/
36. {shared services multiple applications} Web site Community content Shared accounts Service Systems Telephony SMS Mobile browser Agent web site Kiosk