First Published on 22nd May, 2017
Shopping in today’s digital economy is increasingly becoming simpler, faster and frictionless. Customers expect the same fluency to stretch beyond the booking experience, too, and in fact, return shopping to be even better! A shopper isn’t likely to differentiate between a travel and retail buying experience, and it wouldn’t be wrong to say shopping for a seat on an air plane, air ancillary or other components of shopping can be disappointing at times.
Daniel Friedli, MD and Partner at Travel in Motion, acknowledges the same and asserts that in today’s digital environment “air travel is a step behind (when compared with other sectors), we are limited by what we can do, and how we do it”.
Friedli emphasised that gearing up for digital retail transformation isn’t just about “tech”, rather airlines must take action on several other fronts as well.
Some aspects that need to be assessed in addition to overcoming the limitations of legacy systems – what is the meaning of “retail mindset” and how can the same be blended with airline domain-specific expertise? How to ensure data is extracted from all systems and sources, acted upon in real-time to ensure a seamless experience is delivered? How to do away with limiting business processes? How the initiative related to the standardization of the IATA NDC XML schemas is shaping up?
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