Ai Video: Is being process-centric really a hindrance to being a retailer?

First Published on 7th November, 2017


Operations and safety have always been high on the agenda of those running an airline. In this context, if airlines have rather been slow to being customer-centric and embracing data-driven retailing, it doesn’t come as a surprise. As the industry digs deeper, some pertinent questions are cropping up: how to go about organisational structure? How to combat silos and align various disciplines to serve the customers in the best possible manner? Is airline-specific technology that is used to run operations a hindrance to being a digital enterprise?

Ai’s Ritesh Gupta spoke to Kevin O’Shaughnessy, CEO and co-founder, about the same. Excerpts from a recent interaction between the two that took place in Bali, Indonesia.   

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