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Innovation & Analystics in Airline Domain
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- 2. NEED FOR INNOVATIONIN AIRLINE DOMAIN • The aviation industry is rapidly growing and also changing at the same time. Due to extreme competition, everyone wants to standout & gain unique space in the industry. • Below are some Major of the reasons for Innovation in airline industry: 1. Grow in leaps & bounds (scale up & expand) 2. Stand out of Competitors 3. Satisfy Customer needs 4. Company survival
- 3. MAJOR AREAS OFINNOVATION WITHIN AN ORGANIZATION • CONFIGURATION – Innovation focused on workings of an organization & its business system • OFFERING – Innovation focused on organization’s core service or collection of its products and services • EXPERIENCE – Innovation focused on customer facing elements of the organization
- 4. INNOVATION & ANALYTICSIN AIRLINES • Artificial Intelligence - From chat bots to voice-based AI tools there are many use cases of AI being utilized • Big Data and Analytics - to create delightful experiences for travelers, understand customer preferences in real-time based on data of their purchase history, travel itineraries, etc. • Mobile solutions - use this platform to connect with customers throughout the passenger journey starting from booking of a flight till deplaning it. • Robotics & Biometrics – Removing human intervention with fully automated check-in systems with Biometrics as well to verify & remove security concerns. • Augmented Reality and Virtual Reality - AR to help passengers navigate the complex layout of the airport. • Blockchain Technology - help in turning flying miles into a more valuable asset which can be used to give added benefits to the customers • Internet of Things – to keep everything connected under one roof for real time analysis & monitoring
- 5. EXAMPLE – ANALYTICSIN USE • Pre- Journey • Pre-Flight • In-Flight • Post-Flight • Post-Journey
- 6. HOW WOULD WEUSE INNOVATION & ANALYTICS IN OUR JOB ROLE • Customer Satisfaction • Customer spending trends • Robotics & Biometrics • Revenue management • Selling ancillaries • Update yourself with latest market trends & technologies • Figure out the drawbacks/shortcomings of the idea • Design a plan • Think out of the box • Brainstorm • Discuss the ideas • Figure out pain points & areas of improvement
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Editor's Notes
- #3 Grow in leaps & bounds (scale up & expand) – Organizations that innovate expand quickly - by adding more employees - by capturing major market share – by expanding customer base Stand out of Competitors – have a unique selling point Satisfy Customer needs – Give them an experience to remember. Company survival – LCCs in the aviation market have changed to trend of the industry.
- #4 CONFIGURATION – Innovation focused on workings of an organization & its business system – innovation within the teams of the organization (RM,Finance,Planning,Scheduling,IT,engineering dep. etc) OFFERING – innovation focused on organizations core service or collection of its products and services – core service – flights – passengers & cargo, aerospace engineering, revenue making opportunities, IATA/DGCA mandates, etc. EXPERIENCE – innovation focused on customer facing elements of the organization – E commerce (website- Booking engine, manage booking, Check-in, online Help & Support), IVR, Airport lounges, cabin experience, feedback monitoring system, etc
- #5 1) Artificial Intelligence - From chat bots to voice-based AI tools there are umpteen use cases of AI being utilised. UK-based EasyJet is using AI for predictive analysis. The airline is using a combination of these technologies to make sense of all the available data and use these insights to create offers and services personalised for individual travellers. 2)Big Data and Analytics - to create delightful experiences for travellers, understand customer preferences in real-time based on data of their purchase history, travel itineraries etc. and provide them customised offers United Airlines uses a smart ‘’collect, detect, act’’ system to analyse around 150 variables in the customer profile including their previous purchases, preferences etc. and provide tailor-made offers to them. United Airlines has seen a YoY revenue increase of 15% after implementation of this system. 3) Mobile solutions Delta Airlines recently started providing their passengers’ virtual boarding passes 24 hours before their journey through their mobile app, easing out the check-in process for their passengers. Tracking of Bags (RFID bagtags) on mobile app. Airports: 1) Robotics & Biometrics Singapore Aiport : with a fully automated check-in system including facial scanning and computerised baggage drop points. Air New Zealand has launched a biometric-enabled bag drop to speed-up the check-in process RFID Bag tags: RFID is a form of wireless communication that can be used to track objects equipped with an RFID-embedded chip. 2)Augmented Reality and Virtual Reality - AR to help passengers navigate the complex layout of the airport, 3) Blockchain Technology - help in turning flying miles into a more valuable asset which can be used to give added benefits to the customers, by tokenising these points and offering them a chance to accrue these points through a community of partners. Blockchain can be extremely useful in building a robust security system for managing customer data 4)Internet of Things - Virgin Airlines have implemented IoT in its Boeing 787. Every single element on the plane is attached to a wireless aeroplane network, providing real-time IoT data on elements like performance, maintenance etc. The airline is using the deluge of data that it is collecting through these flights to improve the efficiency of the aircraft and also being pro-active.
- #6 Mobile solution Pre- Journey – Ads/Booking trend/offers/notifications of fare drop etc Pre-Flight- Mobile Boarding pass, check-in assistance on the go, AR map of airport, Shopping coupons, lounge access offers, location based notifications In-Flight – IFE , sell premium content / save customer surfing trend/preference for future , meal preferences Post-Flight- Transit time, free content on previous use, baggage claim assistance, Transport / city guides Post-Journey- Feedback / experience sharing, discount vouchers for return journey, miles update etc.