DIGITAL TRANSFORMATION IN THE AIRLINE
Airlines are embarking on a second wave of digital transformation. The first wave was all about adding business value and getting the customer to work for us. In the second wave we have to know the customer, serve the customer and build customer value. That’s a big shift when our existing digital set-up is organised for sales, not service.
Made by Many will share insights gained in a 10 year track record of successful digital transformation across many business sectors. In aviation, the product innovation consultancy has worked with Finnair, Expedia, Skyscanner, Air Baltic and British Airways to build new digital propositions that grow loyalty, revenue, brand and customer value.
The workshop answers these questions
• How to build a customer-focused digital organisation with a common purpose?
• How to tear down the blockers and create a digital product portfolio that makes sense across devices and through the customer journey?
• What’s the payback for the business of knowing our customers and recognising their needs at every touchpoint?
Who should attend: Chief Digital Officer, CCO, CSO CTO, CMO and heads of customer experience and digital who are looking to embrace big change in digital.
The workshop will be hosted by:
William Owen, founding partner at made by many
Tim Malbon, founding partner at made by many
Susan Lin, strategy director at made by many
It will be part of the aviation festival conference in London.