228 pages | 29 B/W Illus.
In 21st Century Airlines: Connecting the Dots, Nawal Taneja addresses the challenges and opportunities facing the airline industry as it tries to innovate and create products and services that are radically different by ‘connecting the dots’ at four key levels: recognizing the implications of global events, improving cross-functional collaboration within the organization, working more closely with the travel chain, and providing much higher engagements with connectors within the social networks.
The book synthesizes insights gained from the experience of non-traditional businesses, such as Uber, that have no physical assets and that focus on scalability through platforms, as well as traditional businesses, such as Mercedes-Benz, that are transitioning from operators of physical assets to adapt to the on-demand and sharing economies. These insights show pragmatically that digitizing airline businesses would require digital mind-sets, digital technologies, digital strategies, and digital workplaces to explore new frontiers in value for both customers and airlines. Moreover, forward-thinking airlines need to consider working with bimodal organizational structures, in which one group optimizes current business models (network, fleet, and schedule planning, as well as revenue management) while a second group explores innovative ways to add digital features to physical products to provide a consistent experience throughout the journey.
The book is written for all senior-level practitioners of airlines and related businesses worldwide, as well as senior-level government policymakers.
List of Figures
List of Tables
Globalization of Consumers
Implications for, and Responses of, Airlines
Developments within the Low-Cost Sector
The Macroeconomic Shift: Industrial Era to Digital Era
Internet of Things
Artificial Intelligence (AI) and Augmented Reality (AR)
Implications for Airlines
Current and Evolving Systems
Conventional Planning Module Limitations
New Modules and Integrative Planning
Examples of Comprehensive, Dynamic, and Integrated Planning
What is Next?
Existing System and Process Challenges
Step-Changing Options: Opportunities and Challenges
Customer Segmentation and Personalization
Pricing and Fare Management
Re-defining value and designing for it
Mapping the experience
Managing loyalty and brand
Critical Success factors
Building a platform
Managing service and experience during disruptions
New Forms of Transportation