Re-platforming the Airline Business: To Meet Travelers' Total Mobility Needs 1138368679, 9781138368675

Table of contents :
Cover
Half Title
Title
Copyright
Dedication
Contents
List of figures
Acknowledgments
Foreword by Dick Benschop
Foreword by Marco Benvenuti
Foreword by Zhihang Chi
Foreword by James Davidson
Foreword by Kim Day
Foreword by Gaëtan Gagné
Foreword by Jeffrey Goh
Foreword by Greg Hyslop
Foreword by George J. Khairallah
Foreword by Taimur Khan
Foreword by Ed Sims
Foreword by Xiao Yinhong
1 Introduction
Book theme
The case for revolutionary change
Five forces management must face
Emergence of platform solutions
Opportunities for airline management
Chapter outline
Book audience
Notes
2 Managing the intersection and convergence of disruptive forces
Market dynamics
Customers
Technologies
Mobile
Biometrics
Blockchain
Artificial intelligence, augmented and virtual reality
Internet of things
New forms of transportation
Complexities
Regulators
Technology-enabled transformational strategies
Notes
3 Transforming and bonding airline marketing and operations
Making marketing mainstream
Looking back ten years
Now
Looking forward ten years
New focus on retailing
Leading operations into the digital age
Bonding commercial and operational planning
Prioritizing employee experience in the digital age
Notes
4 Designing intelligent engagement platforms
Re-platforming the airline business
New-generation intelligent engagement platforms
An intelligent engagement platform framework
Building blocks
First lever – vision
Second lever – technologies
Third lever – disciplined design
Rethinking design thinking
Related to the platform
Related to internal airline products and services
Operational considerations
Notes
5 Airports creating contemporary value propositions
Major challenges facing airports
Demand-capacity gap
Structural changes within the airline industry
Customer experience
Environment
Business model transformation
Scenarios
Secondary airports
Intermodal transportation hubs
Notes
6 A platform scenario: dynamically integrated travel
Development of challenges and opportunities
The challenge
The opportunity
Personalization
Content
Experience
Support
Notes
7 Staying ahead of the transformation wave
8 Thought leadership pieces
Value added service/solutions partners for airlines
Supply chain agility in aviation
The value added service model
Notes
Transforming of the airline business model through retailing and data
Retailing as the customer imperative for airlines
The framework of opportunity for airline retailers: the new customer journey
What does the “new customer journey” look like?
Extending the new customer journey
The nuts and bolts of airline retailing
The challenge of retailing in an airline
Customer expectations
The retailing mindset
Technology platforms
Data silos
Retailers need data-driven insights
Some insights from best-in-class retailing
Product mix
Merchandising
Cross-sell and up-sell
Good retailing is an art
Get ready: the seven steps to transforming an airline into a retailer
Conclusion
Parallels seen from the insurance industry
Signs of change starting to emerge
The potential of transformational technology still difficult to tap
Customers’ interactions through the Internet are an amplifying factor
There are increasing conversations about technology platforms and startups – but disruptive models have not yet fully emerged
A digital company at scale can attack legacy companies that are digitalizing
From operational excellence to strategic leadership?
Decades that rewarded industry operators may be in the rearview mirror
Mega-trends are unavoidable
Consider the consumer lens: as consumers, our everyday actions are voting unequivocally for more digitized models that offer radically lower effort, greater efficiency, and more delight
More radical changes in effort, efficiency, and delight are ahead
The current and/or next leadership teams will navigate more radical changes
Time to pick a strategic path
At a minimum, all companies must sustain and enhance their customers’ experience and drive greater efficiency through future transformations
It remains to be seen whether the boundaries of what defines a “company” or an “industry” will remain as historically defined
Are airlines facing a similar future?
A new revolution in the air travel industry
Hyper-personalization is the new oil
Known challenges
The hyper-personalization hexagon – know your customer
The age of the customer powered by the age of the platform
Takeaways
Mobility as a service (MaaS) with extended flexibility
NDC and personalization
So how can this hyper-personalization help revenue management/strategy?
Takeaways
Blockchain for airlines
Final remarks and recommendations
Notes
Blockchain use – cases in travel
What is blockchain?
Underestimated technology
Overhyped technology
Blockchain benefits
Blockchain use cases
Fraud
Reputation
Distribution
Settlement
Maintenance, repair, overhaul
Airport operations
Loyalty
Conclusion
Notes
The air cargo business models, or regaining customer relationship
Air cargo up to the ’70s (“First Party Logistics”)
Along came Fred Smith (“Second Party Logistics”)
The age of the forwarders (“Third Party Logistics”)
Digital age logistics becomes “Forth Party Logistics” (4PLs)
Lessons for the future passenger service providers
Will today’s airlines play a role?
Notes
Rethinking the airline platform
Introduction
Understanding the Shifts
Customer expectations
Globalization
Social travel
Data privacy
Looking ahead
The new airline platform
Digital retail
Offer management
Travel marketplace
Customer centricity
Journey management
The road ahead
Are we there yet?
A new business architecture
Bias toward action
Flight plan to next-generation reliability: tomorrow’s destination today
Addressing critical industry challenges
Capacity utilization and asset maximization
The disconnect between planning and operational reality
Knowledge transfer
Harnessing the power of the network
Delivering results today
The airport operations performance predictor
What the industry should consider moving forward
On time and in for the long haul
Notes
Future of secondary market airports
Introduction to Québec City and its airport
Passenger First®
A change of mindset and focus for airlines
What’s in store for the future?
A shift in strategy and equipment
Hub weaknesses
Technologies: key to airport growth and passenger satisfaction
The comparative advantages of regional airports
Propensity to travel
Takeaways
Index
About the author